Summary
Mochi partnered with WebEngage to move from fragmented, campaign-led engagement to a performance-driven, insight-led growth system.
Using funnel analytics, lifecycle intelligence, and in-journey personalization, Mochi rebuilt its customer journeys across acquisition, recovery, and retention—shifting from batch messaging to context-aware engagement.
The outcome was predictable: automated growth across conversion, cart recovery, AOV, and repeat purchases.
Objective 1: Converting Users at the Point of Intent
Mochi saw strong traffic, but users dropped off early. Most visitors were anonymous, product discovery was limited, and users exited after viewing just a few SKUs—impacting conversion and AOV.
WebEngage Solution
- Identified funnel leakage across key onsite stages
- Deployed real-time on-site nudges within the same session
- Converted anonymous traffic using lead capture prompts
- Improved discovery through geography-based recommendations
- Added AOV boosters and FOMO cues on PDPs and cart pages.
Impact
- 235% uplift in website conversion rate
- 8.5% increase in AOV
Objective 2: Redesigning Cart Recovery Around User Value
Cart recovery relied on a single, uniform flow that ignored differences in intent, product value, and drop-off stage—resulting in low clicks and limited recovered revenue.
WebEngage Solution
- Segmented abandonment by funnel stage
- Adjusted messaging dynamically based on product price bands
- Used WhatsApp product recall with recommendations
- Activated a multi-channel mix with web push and SMS fallback.
Impact
- 12X growth in cart recovery value
- 132% uplift in conversion rate
- 357% increase in click rates
Objective 3: Driving Repeat Purchases Through High-Value Segments
A small group of users drove most of Mochi’s revenue, but post-purchase engagement was underdeveloped—leading to weak repeat behavior and lower lifetime value.
WebEngage Solution
- Identified and prioritized first-time buyers and early repeaters
- Launched structured post-purchase journeys at key intervals
- Used AI-powered collections and recommendations for cross-selling
- Reinforced engagement across WhatsApp, email, and SMS
Impact
- Increase in repeat purchases
- Stronger post-delivery recall
- Clear progression from first purchase to loyal segments
Why It Matters
Mochi’s growth wasn’t driven by sending more messages, it came from making smarter decisions at the right moments.
By unifying funnel data, lifecycle behavior, and channel performance, WebEngage helped Mochi move from reactive campaigns to engineered, repeatable growth. Every journey was rooted in insight, every optimization measurable, and every outcome predictable.
This is what performance-led personalization looks like.
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