About Snapp!
Snapp!, started in 2014 as a ride-hailing brand, is now a super app that offers diverse services to its users. With just a few clicks, users can simply book a cab ride, order food, recharge their number, book a hotel room, and much more.
With more than 40 million users, 2 million drivers, 2 million rides/day, and 2.5 million transactions/day, Snapp! has successfully built the largest and fastest-growing internet company in the Middle East.
Adopting the right marketing automation platform that meets Snapp!’s expectations
To deliver a best-in-class experience to its users, Snapp! decided to adopt WebEngage’s marketing automation platform to:
- Automate engagement across users’ lifecycle
- Deliver exceptional user experiences
- Increase the number of transactions
- Retain maximum users
Goals
- Automate engagement across users’ lifecycle
- Deliver improved user experiences
- Increase the number of cab ride bookings
Challenges
- Keeping track of users’ actions on the app
- Measuring user satisfaction at scale
- Sending the right communication to the right users at scale
Solutions
- Event-based, automated user engagement
The Customer Success Manager at WebEngage suggested the Marketing team at Snapp! to trigger relevant user journeys based on the actions (events) that the users perform on the Snapp! app.
Acting upon the suggestions, Snapp! leverages analytical capabilities like Funnel Analysis along with the WebEngage Journey Designer to nudge its users to complete specific actions like Sign up, Book a cab ride/flight/hotel, Reinstall the app, and more.
- Running targeted surveys via Transactional Push Notifications
The Marketing team at Snapp! wanted to collect riders’ feedback to offer them an improved experience. To do this, the team uses WebEngage’s Transactional Campaign API to trigger messages in real-time, encouraging the riders to share their feedback.
Transactional Campaigns are automated campaigns that are used to convey updates and time-sensitive information.
[wequotes name=” Alireza Cheraghzadeh” designation=”Product Manager, Snapp!” img=”53975″ desc=”As a Product Manager, you always need powerful tools to tackle issues with minimum effort. WebEngage makes my life easier by providing useful features which may consume significant bandwidth of our tech team. Additionally, WebEngage continuously evolves as a product, adding exciting features for Product Managers and Marketers.” ][/wequotes]
- Targeted user engagement through dynamic segmentation
To increase the number of cab ride bookings, they’ve created segments of their riders to send them targeted messages in real-time. These segments are dynamic and help their team to bucket its riders based on real-time data automatically.
Using dynamic segmentation and the WebEngage Journey Designer, Snapp! engages its riders across channels like Mobile Push and SMS.
Results
Snapp! has increased its app engagement and retention using a data-backed, hyper-personalized approach. They continue to deliver exceptional user experiences at scale and increase the number of transactions across different services.
