Cleartrip Enhances Customer Engagement and Conversion with IoT

Cleartrip, an Indian online travel company, was facing a significant challenge in onboarding, activating, and engaging customers. The company wanted to provide personalized and relevant interactions to its customers to enhance their experience. However, they were experiencing a high drop-off rate in the booking funnel, with many users installing the app but not making a booking. The company needed a solution that could help them identify customer drop-off points and engage these customers effectively to drive conversions.

Cleartrip is an online travel company based in India. The company operates an online travel aggregator website that offers services such as booking flights and train tickets, hotel reservations, and holiday packages. Cleartrip operates in India and the Gulf Region, serving a wide range of customers. The company aims to provide a seamless and personalized experience to its customers, from onboarding to booking. However, they were facing challenges in engaging customers and driving conversions, particularly among users who installed the app but did not make a booking.

Cleartrip implemented a strategy of personalized and relevant in-app messages for customers who installed the app through different acquisition campaigns. This approach resulted in a click-through rate (CTR) of 16% and led to 19% conversions. For customers who installed the app but did not make a booking, Cleartrip triggered a personalized push notification to encourage them to make a booking. Additionally, Cleartrip used MoEngage's User Intelligence to identify customer drop-off points and engage them through automated 'Personalized Smart Triggers'. For customers who abandoned a booking, a 'Personalized Smart Triggers' campaign was created, resulting in a CTR of 45%. Cleartrip also targeted customers with personalized hotel deals, leading to 20% of users booking rooms.

• The implementation of personalized and relevant in-app messages and push notifications significantly improved Cleartrip's customer engagement and conversion rates. The use of MoEngage's User Intelligence allowed the company to identify customer drop-off points and effectively engage these customers through automated 'Personalized Smart Triggers'. This approach not only brought back customers who had abandoned a booking but also encouraged new users to make a booking. Furthermore, the personalized hotel deals delighted the customers and resulted in an increase in hotel bookings. Overall, the solution helped Cleartrip to enhance the customer experience and drive conversions.

• 45% Clicks-to-impressions on personalized interactions delivered to users who dropped off the booking funnel
• 19% conversions for personalized on-boarding in-app campaigns targeting new users
• 20% conversions for personalized campaigns up-selling hotels to targeted users