About Wego

Wego, founded in 2005, is MENA’s largest online travel marketplace that enables travelers to discover new destinations, compare packages, and book flights and hotel deals. Wego harnesses powerful yet simple technology that automates the process of searching and comparing results from hundreds of airlines, hotels, and online travel websites. The company is headquartered in Dubai and Singapore with regional operations in Bangalore, Jakarta, and Cairo.

Here’s how Wego overcomes various user engagement hurdles and increases its conversion rate by 8X using WebEngage solutions for Travel & Hospitality.

Adopting the right retention platform that meets Wego’s expectations

With an objective to offer a seamless travel booking experience to millions of users, Wego decided to adopt WebEngage’s Retention Operating System to:

• Automate its user engagement initiatives
• Increase its conversion rate

Goals

• Engage global users with multilingual communication
• Improve user onboarding
• Accelerate first-time conversions

Challenges

• Getting a comprehensive view of all users
• Executing personalized omnichannel campaigns
• Contextually reaching out to users at scale

Solutions:

1. Multilingual communication using WebEngage’s personalization engine

The Customer Success Manager (CSM) at WebEngage suggested that the Marketing team at Wego utilize WebEngage’s personalization engine. Acting upon the suggestion, the team at Wego configured user attributes (like email ID, language, time zone and more) on the WebEngage dashboard. These attributes are then used to personalize the communication.

The team at Wego now communicates with its users in languages like Chinese, English, Arabic, and Indonesian. Such tailor-made, multilingual communication at scale enables them to increase their user engagement and boost conversions.

2. Event-based, personalized user onboarding using engagement journeys

When faced with the challenge of tracking its users’ actions on the app, the Marketing team at Wego decided to leverage the WebEngage Journey Designer and design event-based workflows. They focus on sending value-based communication to their users across channels like Mobile Push and In-app based on their interactions with the app.

Wego guides its users to specific screens within the app and improves their onboarding experience.

3. Hyper-personalized communication at the right time, on the right channel

To accelerate first-time conversions, the team at Wego adopts a hyper-personalized engagement approach by sending dynamic push notifications. Furthermore, the team uses rich push notifications with a strong call-to-action.

If users feel inspired enough to book their vacation, they have to click on the notification and complete their booking by going straight to the booking page.

Results

The team at Wego has been able to automate its user engagement initiatives, increase its conversion rate and retain its users. They continue to deliver exceptional travel booking experiences at scale to drive business growth.