[Case Study] How Yatra Cross-sold Hotel Inventory To 5% Of Its Customers Booking Flights - WebEngage Impact

As expected, most customers quickly go ahead with “Find Flights” options, as shown below, rather than choose the “Find Flights + Hotels” option. This, despite the fact that Yatra has some really strong and compelling hotel deals to offer.
The product marketing team had these two major objectives:

• Figure out a compelling way to convey some of the “hottest deals” to users without obstructing their experience.
• Cross-sell their hotel inventory to fliers who didn’t choose the “Find Flights + Hotels” option.

This was a clear cut use-case for our Notification product. However, unlike regular use-cases, the messaging had to be dynamic based on user query. E.g. a flier searching for “Delhi-Mumbai” flight – the hottest deal that should be showcased had to be a hotel in Mumbai .. and so on.

Welcome to WebEngage’s Dynamic Notifications!

Underneath is a sample of the final product, as being shown to customers searching for domestic flights on Yatra.

We allow the use of [[tokens]] in Notifications, which essentially means that you can add pre-defined placeholders while creating a push message in the dashboard, and replace them with real values while rendering it on your site, dynamically, via our JavaScript API.

Here’s a step-by-step guide on how Yatra set up this Dynamic Notification:

1. Create Notification > Choose a Layout.

2. Create Notification body > Add Tokens > Choose/create Theme.





3. Add rules for the Notification > Activate the Notification.

4. Tweak the integration code to pass dynamic information.

//in addition to the default WebEngage integration code, here's how Yatra
//makes the rules and tokes work inside this notification
_weq['webengage.notification.ruleData'] = {
  flightOnly: (true|false) //depending upon user query
};

//for users searching only for flight, Yatra triggers an AJAX request to their
//server for fetching the best hotel deal relevant to user's query.
//once the data is available, here's how token content is populated.
_weq["webengage.notification.tokens"] = {
  totalMin: "16,815",
  flt_code: "SG-851",
  org_code: "BOM",
  dest_code: "DEL",
  ddate: "Fri, 21 Mar",
  dtime: "05:55",
  atime: "08:10",
  hotelName: "The Beaufort Inn",
  totalStrike: "21,562",
  totalMin: "16,815",
  url: "http://dpack.yatra.com/flights-hotels/dyna/wait?type=R
        &viewName=normal&scope=dom&flexi=0&noOfSegments=2&
        flight_depart_date=12/03/2014&arrivalDate=14/03/2014&ADT=1
        &CHD=0&INF=0&class=Economy&origin=DEL&destination=BOM
        &partial=true&source=flights"
  ...
  ...
  /* similarly all other [[tokens]] were populated with data */
};

It took less than 2 hours of effort for Yatra to go live with this Notification on their site.

Of

all the users booking on a flight on Yatra, we managed to get 5% of them to upgrade to a “flight + hotel” combination deal. In a nutshell, WebEngage helped Yatra cross-sell its hotel deals to 5% of the total audience booking a flight on the site.

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