About Gourmet Egypt

To match users’ expectations in Egypt, Jalal Abu-Gazaleh founded Gourmet Egypt in 2006. It is an online supermarket stocked with fresh groceries, frozen food, ready-to-eat, and heat-n-serve products. The brand’s sole aim is to deliver safe, nourishing, and delicious food at users’ doorstep!

It’s a household name in 8 prime locations of Egypt namely Cairo, Alexandria, and the Red Sea to name a few. It has 12+ physical outlets along with a strong online presence.

Adopting the right retention platform that meets Gourmet Egypt’s needs

With an objective to offer exceptional shopping experiences to its users, Gourmet Egypt decided to adopt WebEngage’s Retention Operating System to:

• Engage with the users in a personalized manner
• Retain maximum users
• Reduce abandoned carts

Goals

• Deliver worthwhile food ordering experiences to the users
• Boost the number of orders placed on the Gourmet Egypt app
• Improve user retention

Challenges

• Engaging users at every stage of their lifecycle
• Monitoring user actions and reaching out to them contextually

Solutions

Accelerating first-time purchases via personalized, multi-channel communication

Gourmet Egypt has over a hundred thousand Monthly Active Users (MAUs) and to understand such extensive data thoroughly, their Marketing team transferred all the users’ data onto the WebEngage dashboard. Then, they engage with the users who have uninstalled the Gourmet Egypt app with personalized communication across multiple channels. This contextual communication encourages the users to reinstall the app and avail exclusive offers.

Encouraging cart abandoners to complete their purchases through real-time, automated campaigns

Cart abandonment is a challenge that almost all online marketplaces face. However, motivating the abandoners in the right way can turn the tables around. And that’s what the team at Gourmet Egypt did. They have built an event-triggered journey on the WebEngage dashboard for all those users who don’t checkout within 2 hours of adding products to the cart. And further contextual communication is sent to the users via this journey across multiple channels including Web push, Mobile Push, and Email until the conversion event, Checkout Completed occurs.

Reactivating lost users by sending action-based communication

To retain and bring back lost users, the team at Gourmet Egypt decided to first analyze its app uninstall trends on the WebEngage dashboard. Upon analysis, they got a clear understanding of which channels and devices were resulting in maximum app uninstalls. To tackle the challenge of app uninstalls, the team decided to contextually engage with the churned users encouraging them to reinstall the app and continue ordering food with the help of action-based user journeys.

Results

Having accurate data and a unified view of the users has helped Gourmet Egypt to execute highly effective multi-channel user engagement campaigns. These campaigns have enabled the brand to improve its users’ experiences and draw deeper insights into their users’ behavior to further improve user engagement!