Gourmet Egypt, an online supermarket, recovers 48% of abandoned carts & increases retention rate by 20%

WebEngage’s Retention Operating System helps us to nudge users based on their actions and has helped us improve our retention rate by a whopping 20%!

Author Photo

Amr Mostafa
Digital Performance & Analytics Executive, Gourmet Egypt

  • Industry:

    Food-Tech

  • Location:

    Egypt

    Quick Facts

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    Abandoned carts recovered

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    Increase in retention rate

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    Boost in checkouts completed on Day 0 after reinstalling the app

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

Here’s a glimpse of some of the use cases implemented by Gourmet Egypt using WebEngage. If you want to get detailed insights into their success story, you must check out the detailed version.👇

 

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!

Gourmet Egypt increases retention rate by 20% | Case Study

The WebEngage Effect


Amr Mostafa

Amr Mostafa Digital Performance & Analytics Executive, Gourmet Egypt

WebEngage’s full-stack Retention Operating System has helped us to nudge users based on their actions and deliver highly customized user experiences via relevant and timely communication. This encourages the users to come back to our app and browse new inventories which are updated regularly. Our retention rate has improved by over 20% which is great! We always look forward to exploring new avenues. 


Sounds interesting? The detailed version has some fantastic insights!

Download the detailed story

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