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rakesh bollampally May 5, 2020

    SITUATION Wasel delivery aims to be a leader in delivery services across Bahrain. To achieve this, they have built a mobile app on Android and iOS platforms allowing users to order anything and get it delivered wherever they want. Users could perform tasks like selecting a local business, zeroing in on one or more products, paying for them and giving delivery instructions.
    These apps were integrated with Upshot.ai to capture user as well as feature analytics.
    Product funnels were configured in Upshot.ai to measure the conversion rate and tap into the
    users that dropped off midway.

    CHALLENGES
    The Upshot.ai customer success team supporting Wasel spotted three
    things:
    Non-paying to paying user conversion was 17% as revealed by the conversion funnel, which
    Wasel felt could be improved.
    Paying users showed a similarity in ordering behavior—they placed their first order within the
    first 30 days from launching the app; also, these orders came in the second half of that time
    period.
    Users who did not place their first order within the first 30 days of app launch never placed an
    order thereafter.
    PRODUCT GOALS
    • Product adoption and easy value discovery
    • Frictionless product order and delivery experience

    First, the team hypothesized that the 83% of users who did not
    make any purchases might be in need of a clearer and
    streamlined app onboarding experience. To validate this, they
    created and executed onboarding campaigns leveraging
    Upshot.ai’s Personalized Onboarding Tutorials, Screen Tips and
    Splash Screens.
    Next, for an order-placing app, the first purchase from a user is
    often the most critical milestone, and to shorten the time to that
    first purchase, the Upshot.ai team felt that Wasel should
    incentivise their new users at the right time. To test this out, Wasel
    and Upshot.ai teams worked together and designed offers for
    first-time users, presenting them to these users immediately after
    they finished the onboarding tutorials leveraging Upshot.ai In-app
    Messages (IAM) and Personalized Push Notifications.
    SOLUTION
    To address these challenges the customer success
    team at Upshot.ai designed a two-pronged strategy
    for customer engagement.

    Tutorial from UPSHOT.AI

    • Behavioural & Transactional Tracking
    using Mobile App Analytics
    • Dynamic Tutorials, Screens Tips and
    Dynamic Splash
    • In-app Messages and Push
    Notifications
    UPSHOT.AI FEATURES LEVERAGED
    BUSINESS GOALS
    • Be the best delivery partner in Bahrain by
    allowing users to order anything online and
    get it delivered to their home
    • Increase number of paying users and Average
    Revenue Per User (ARPU)

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