Summary

Labayh is one of the leading mental health and wellness platforms in the MEA region, enabling individuals to connect with licensed therapists through fully confidential online sessions. Built with cultural sensitivity at its core, Labayh supports Arabic and English-speaking users across chat, audio, and video therapy formats, making mental healthcare more accessible, private, and stigma-free.

To improve new-user activation, reduce booking drop-offs, increase repeat sessions, and strengthen long-term retention, Labayh partnered with WebEngage to move from reminder-led communication to behavior-driven, reassurance-first lifecycle engagement. By aligning real-time user behavior with timely, supportive nudges across onboarding, therapist discovery, payments, and post-session moments, Labayh accelerated conversion velocity, improved continuity of care, and reduced early churn, without compromising privacy or trust.

Objective 1: Accelerating First-Session Conversion

Challenge

New users often showed strong intent but hesitated while exploring therapists or during payment. Decision anxiety, uncertainty around therapist fit, and lack of contextual guidance slowed first-session completion and extended time to convert.

WebEngage Approach

Labayh used WebEngage to design behavior-led onboarding journeys triggered by mood assessments, time spent exploring consultants, preferred session formats, and the user’s last action. These journeys provided timely reassurance and clarity, helping users move forward confidently toward their first session.

Impact

Signup-to-payment conversion improved by 67%, and average time to first-session completion reduced by 3.2 hours, enabling faster activation and reduced hesitation.

Objective 2: Reducing Drop-Offs During Therapist Selection and Payment

Challenge

Users frequently viewed multiple consultant profiles, clicked “Book Now,” or initiated payments but dropped off before completing bookings, slowing conversion velocity and leaving high-intent users unactivated.

WebEngage Approach

Behavior-triggered journeys are activated when users stall during therapist selection or payment initiation. Contextual nudges delivered via in-app, push, and WhatsApp reinforced therapist relevance, clarified next steps, and reduced friction at critical decision moments.

Impact

The consultant’s click-to-payment funnel improved by 10% and the average time to convert through booking reduced by 3.4 hours, resulting in smoother progression from exploration to confirmation.

Objective 3: Increasing Repeat Sessions and Rebooking

Challenge

While users completed initial therapy sessions, sustaining engagement and building consistent therapeutic routines required stronger post-session continuity and emotional reinforcement.

WebEngage Approach

Post-session journeys delivered therapist follow-ups, gentle reminders, and guidance on when to schedule the next session. Regular mood check-ins encouraged reflection and helped users stay engaged between sessions.

Impact

Repeat sessions increased by 5% in Month 0, 7% in Month 1, and 23% by Month 2, while rebooking improved by 3% in Month 0, 14% in Month 1, and 45% by Month 2, indicating stronger long-term engagement and session continuity.

Objective 4: Reducing Early Uninstalls and Improving Stickiness

Challenge

Early-stage anxiety around therapy, privacy concerns, and uncertainty about outcomes led some users to disengage or uninstall the app before experiencing value.

WebEngage Approach

Early engagement journeys focused on reassurance, confidentiality, and emotional safety. Messaging was timed carefully based on behavior signals to avoid being intrusive while reinforcing trust.

Impact

Early-stage uninstall rates reduced by 31%, and uplift across key drop-off journeys reached 80% compared to control groups, demonstrating the effectiveness of reassurance-led communication.

Why It Matters

Labayh’s growth wasn’t driven by sending more reminders—it came from supporting users at the right emotional moment. By unifying behavioral data, lifecycle signals, and multi-channel orchestration, WebEngage helped Labayh replace static funnels with adaptive, privacy-first engagement. Every journey was contextual, every nudge intentional, and every outcome measurable.