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Visitor interaction is an important means to determine user happiness. And that is the key to win loyal customers. Especially those that practice e-commerce, taking care of an online shop know how important a “direct connection” to their customers and visitors aka potential clients is. WebEngage allows you to add forms for simple feedback, as well as complex surveys to your website with little effort, but supported by extensive statistics. On top of that, WebEngage sets up meaningful user profiles that tell you a lot about your website’s visitors.

Integrate a Snippet and Get Started

Setting up and using WebEngage is as easy as it gets. You simply need to add a snippet with a bit of JavaScript to your website’s source text. The snippet is provided by the tool as soon as you enter your website’s domain. You can choose whether you want a simple feedback form or a complex survey using the WebEngage user interface. Additional markup or integration of source code is not required.

Once you’ve implemented the snippet, a classic feedback form is displayed on your website. In the bottom right corner of the page, a button labeled “Feedback” will appear. Clicking it opens the form which your visitors can then use to easily leave a message for you.

Simple Feedback Form

You can choose the amount and labels of the input fields yourself. Here, you also decide whether you want it to be an optional or a mandatory input field. Aside from typical input and selection fields, you can also add rating fields, where your website’s visitors can rate your site from a range of one to five stars.

You can also use the feedback form to help your visitors deal find their way through your website, or let them inform you about errors on your website. To do that, users can take a screenshot very easily, and send it to you alongside other information.

The basic layout, text, frame, and background color is defined via the service’s user interface as well. If you decide on the paid “Professional” plan, you also get access to the CSS of the form, and adjust it to entirely match your website’s design.

If you purchase the “Enterprise” plan, you can choose the appearance of a response email that’s sent to the user, as well as the appearance of the email directed to you.

Creating and Managing Feedback and Surveys

While you can only create one feedback form for your website, there is no limit for surveys. There are both ready-to-use, and empty templates available. The surveys are divided into classic on-site surveys that are attached to the side of the page, as well as on-site modals that are placed above a page’s content. The latter of the two is more suitable for larger surveys that require more space.

Simple Survey

There are certain mobile modals, as well as off-site surveys that lead to an external page via link. Whatever you choose, creating surveys is easy. Using the intuitive user interface, you can add questions and define how these questions have to be answered. You can leave the input field empty, predefine answer options, or allow multiple answers.

Interface for the Creation of Survey Questions

Dropdown lists, ratings, and matrices, as well as file uploads are possible. Additionally, you can mark every question as obligatory. For every survey, you are able to display a welcome and thank-you message at the beginning and the end of the survey.

Targeting and Statistics for Your Surveys

Maybe your survey is not aimed at all of your visitors, but only at a certain target audience. The targeting allows you to define the audience that you want to display the survey to. This way, you can decide who participates in the survey depending on the used device – desktop, smartphone, or tablet -, the operation system, or the browser.

Maybe you want new or only returning visitors to be able to participate. This can be set, as well as the geographical origin of the users. Here, you don’t only choose from countries, but also from regions (e.g. the states in the U.S.), and cities. Additionally, you can limit the target group to certain origin addresses. That means, that you can display the survey only to visitors that came from Facebook, for example.

Statistics on Surveys

With all of these individually definable attributes, you can set up a very specific target group for your survey. Apart from the target audience, you can also choose on what pages of your website the survey will be displayed. You can set a URL or a URL area. You are also able to make the display of the survey dependant on whether a certain cookie is stored or not.

In short, the setting options are very extensive, and very easy to use at that. Activating or deactivating each survey is just as simple, by the way. Thanks to the detailed statistics, you always have an exact overview of how often your survey was displayed, how often users attempted to, and how often users actually completed it.

Of course, you receive detailed statistics and diagrams on the invididual results. These statistics reports are also available as a PDF file. This way, you can find out how many questions were answered, and where the participants originated from.

Creating and Displaying Concise Notifications

Similar to how you create surveys, you can also build notifications for your website. For that, there’s a gallery with predefined templates that make users aware of certain offers or services, for example. However, you can also work without a template, by choosing one of nine generic types. There are different modals, banners, and stickers to choose from which are, in some cases, placed at the side of the page, and in others laid over the page’s content.

Gallery With Notification Templates

Just pick a title and a text, as well as a call-to-action link for each notification. You can define the size, placement, and orientation of the notification, as well as the used theme. WebEngage comes with ten themes that allow you to display your notifications differently.

When it comes to notifications, you have the same targeting options as you do for surveys. Additionally, you can choose when a notification is displayed. For example, you could opt for the message only being posted after a certain scrolling position has been reached, or after the user has been on the page for a certain amount of time.

It’s also possible to only display a notification during a particular time of day.

Using WebEngage in Mobile Apps

Aside from using them on websites, you can also use surveys and notifications in native Android and iOS apps. To do so, you need to enter the app’s package name as well as the key for “Google Cloud Messaging” for Android apps. For iOS apps, you have to upload the respective certificate.

Notifications in Native Android and iOS Apps

Subsequently, there are particular templates for surveys and notifications available for Android and iOS. Partially, these are similar to the ones available for the web.

Apart from the “ordinary” notifications that are displayed within the app, you can also create push notifications for the info bar of smartphones or tablets. This way, you can make users aware of individual offers outside of opened apps.

Insights: Evaluating User Profiles with Events and Segments

Aside from the simple statistics on individual feedbacks, surveys, and notifications, Insights also gives you the option to request information on visitors from WebEngage. For that, a profile that collects and stores information is created for each user. This includes the geographical origin of the user, the used operating system, the used browser, as well as the display resolution.

User Profile With Available Information

The IP address and the date of the first and latest visit of your website are stored and displayed in the profile. The Insights also tell you how many active users you had in the past, and whether your visitors were new or returning ones.

Use the WebEngage SDK to manually add further attributes to the profile. For example, when using WebEngage in an online shop, automatically add the name, and email adress of signed up users to the user profile.

webengage.user.identify("john.doe@johndoe.com);
webengage.user.setAttribute({
  "we_first_name": "John",
  "we_last_name": "Doe",
});

You can create your own statistic evaluations to get a detailed overview of your visitors by creating so-called segments. Using segments, you can choose which users, what behavior, and which used technique you want to evaluate.

Setting Up Segments for an Individual Evaluation

This allows you to narrow down the users to a region, a country, or even a city. It’s also possible to focus on returning visitors, or users that were on your website during a specific period of time.

When it comes to behavior, you can evaluate users that looked at, or completed surveys. This gives you a good overview on what types of users participated in the surveys a lot or rarely, and whether they finished them or not.

Finally, you have the option to limit your segment to certain devices like desktop or web, respectively, as well as iOS and Android. To do so, exclude the used browser as a criterion.

Statistics About my Segment

Once customized, you’ll receive an individual statistic for each segment that you created.

Prices and Conclusion

WebEngage provides easy and efficient ways of directly interacting with your website’s visitors. Reel in feedback, conduct surveys and inform your clients about recent offers. The free “personal” plan provides many options for that, as long as you don’t see more than 10,000 visitors per month.

Free and Paid Plans

Outside of that, there are three paid plans, starting at 499 dollars a month. Aside from more monthly users, additional features are available. These include the customization of forms and notifications, as well as the option to conduct A/B tests.

Those that don’t run a large online shop will already find many useful options to improve their shop in the “Personal” plan. Currently, an email service that allows you to contact your customers by mail is in beta stage. A messaging service to send push notifications to your clients is in the making.

(dpe)