Consumer buying behaviour has evolved, and continues to evolve, drastically. As a result, it has become mission-critical for brands to pivot to their omni-channel approaches and engage with the right customer at the right time through the right channels.
Some of the best kept secrets in contemporary user engagement and customer retention strategies in the MENA region and beyond have been revealed in the 2022 edition of WebEngage’s Trends & Insights Report.
The report reveals that brands across B2B, e-commerce, healthcare, and travel and hospitality are successfully improving user engagement by increasingly focusing on WhatsApp as a channel of communication, while gaming and retail use app notifications.
The report also calls for engagement with users to be conducted through contextual and personalised campaigns, which have proved to be far more successful that standalone promotional campaigns.
WebEngage has uncovered that dynamic lifecycle campaigns generate 2X–7X more click-through and conversion rates than standalone campaigns.
The senior manager for Special Projects at WebEngag, Chirag Parmar, said: “I’d rather call this a cheat sheet than a playbook because, to the right eye, it’s a fail-proof customer retention strategy on a platter. Today’s customers are spoilt for choices, and they expect brands to go above and beyond their normal code of conduct. They expect brands to not just understand their needs but predict their requirements.
“With thousands of data points a brand tracks per user, it is only fitting for customers to expect a hyper-personalised experience. If there’s anything the last couple of years have taught us, it is that challenges, and opportunities, will keep emerging. Experimenting, adapting, and course-correcting are the only way out.”
As far as user engagement patterns in the MENA region are concerned, the best time to send emails is between 4pm–8pm, with 24 percent of conversions happening during this time.
In addition, the best time to send WhatsApp messages in the MENA region is between 12 noon – 4pm, with 33 percent of all conversions happening during this time.
Overall, the highest conversion rates are achieved between 12am–10pm in the MENA region, the leading SaaS company has revealed.
Watch the video for key details on how and when to engage with your users and customers.
(Source: ArabianBusiness YouTube channel)
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