How Zivame, an online lingerie retailer, used Web Push & Web Pop-ups through Journeys to increase conversion by 20%

20% Uplift in Conversion Rate
6408Users Users Converted by Journeys
19% CTR for On-site Notifications

Customer Profile

Zivame is one of the India’s largest lingerie marketplace functioning in both online and offline space. Founded in 2011, the company has so far raised $46 million in venture capital and currently caters to 1.5 million+ active users on their online properties. Initially, the company was totally into online retailing but forayed into physical space in mid-2016.

During the time of publishing this post, Zivame had 22 open physical stores spread across India and they are planning to cross 100 by next year.

The Objective

Drop-off from the product page is a ubiquitous challenge across all e-commerce businesses. Users come to the platform, search, visit a product page or a couple of them, and then exit without making a transaction.

Now, Zivame did not want to live with the wildly optimistic hope that, once having exited the website, users would return on their own and make the purchase.

However, the problem is that the bulk of MAU for any e-commerce business, which is not totally app-based, is anonymous. You could target known users via mobile or email, but for anonymous ones, the only medium at our disposal is onsite messaging.

Now, creating a personalized, engaging experience, via onsite messaging is easier said than being done. Tying the behavioral history of the user across web and mobile, and incorporating it in your messaging in a live setting is supremely difficult.

So, Zivame used WebEngage Journey Designer to address it.

The WebEngage Effect

Zivame created a Journey that targeted anonymous users, who dropped off from the product page, via two channels:

  1. Onsite notification
  2. Web Push

The lifetime of the journey is 4 days.

If you found it hard to make sense of the above journey, following is the simple whiteboard diagram.

The Journey first checks, for 30 minutes, whether or not the user converts organically, post viewing the product page. If she doesn’t, then the journey triggers a message. The message is to be sent via Web Push – so it checks for the user’s reachability on the channel. If the user is not reachable on Web Push (has disabled web push notifications manually), then the journey triggers an onsite notification.

A highly personalized on-site notification is then triggered by WebEngage using attributes from the user’s behavioral history (viewed_product event) and her profile details. For example, let’s assume that the user viewed Puma Running Pants. Thus, the user will be prompted with the notification shown below –

While you’re at it, here’s the backend view of the click-through-rate performance of the personalised on-site notification:

Now, if the user doesn’t convert post viewing the notification, then a series of web push notifications will be triggered by the journey. Each web push message will carry a highly personalised copy, with an intent to make the user purchase the product that she has viewed.

So, if she doesn’t purchase post viewing the first notification, then she is nudged with the following web push.

If she yet doesn’t convert, then the Journey triggers this:

This is the final one and we end the journey whether or not user converts because we cannot risk getting unsubscribed. (once the user unsubscribes we lose web push as a channel forever)

Each notification is timed at the gap of 2-3 days so that the user doesn’t feel bombarded.

The Result

The journey led to an uplift of 20% in the conversion.

As it is apparent from the journey, 32.7k users converted on their own without any intervention whatsoever.

With the effect of Journey designer, 6408 more users converted, which is 19.6% of 32.7k. In other words, Journey Designer led to 19.6% uplift in conversion. (Follow the marker in the Journey to see the number of users who converted via Web push 1 and Web push 2.)

If you multiply this uplift with Zivame’s AOV then it amounts to millions extra to the Zivame’s top line. Now, this Journey has been running for less than a month so it looks like there’s a lot of money on the table for Zivame to grab. And mind you, this is just one such journey.


Naman Gupta

Naman Gupta Principal - Growth, Zivame

Retention is critical to the success of consumer businesses like us, especially in this hyper-competitive segment, and going with Journey Designer was just the right decision that we made. It has infinite use-cases and we got the validation during the pilot only, wherein we created a post-search journey and achieved nearly 20% uplift in conversion. It’s best part is the UI, as everyone across the board, whether or not a techie, can make sense of how the customer journey is mapped out and thereby make recommendations.



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