Helpchat Boosts Email Campaign Open Rates by 34% with MoEngage

Helpchat, India's largest AI-powered personalized transactions platform, faced a significant challenge in retaining users on their app. The company was part of a broader industry trend where apps lose 75% of their users within three months of download. This was due to a lack of an effective user onboarding process, which is crucial in showing users the value of the app. Additionally, Helpchat struggled with user engagement, with many users becoming inactive within the first month of app installation. The company also had difficulty gathering feedback from users who uninstalled the app, a valuable source of information for improving the app's features and usability.

Helpchat is India's largest AI-powered personalized transactions platform. The company offers a comprehensive app that allows users to find the best deals, book cabs and autos, order food, recharge and pay bills, read news, check live cricket scores, and view daily horoscopes. Helpchat's mission is to provide a one-stop solution for all of its users' needs, making everyday tasks easier and more convenient. Despite its wide range of services, Helpchat faced challenges in user retention and engagement, prompting the company to seek innovative solutions to improve its user onboarding process and overall app usage.

Helpchat turned to MoEngage's extensive segmentation and email capabilities to address these challenges. For the onboarding process, Helpchat used MoEngage's Email capabilities to introduce new users to the app's features via email. This approach engaged up to 20% of recipients, demonstrating the app's value to its users. To tackle the issue of user engagement, Helpchat crafted segmented email campaigns coupled with push notifications for users who were inactive on the app, driving app usage. This strategy resulted in 17% of the users engaging with the email. Lastly, to gather feedback from users who uninstalled the app, Helpchat used MoEngage's Uninstall Tracking and Analytics. This allowed the company to engage users who uninstalled the app within one day of installation via email, leading to up to 34% of them engaging with the email. The feedback gathered was used to make necessary changes to the app, and Helpchat reached out to uninstalled users requesting them to re-install the app.

• By leveraging MoEngage's capabilities, Helpchat was able to significantly improve its user onboarding process and overall app engagement. The company was able to effectively introduce new users to the app's features, resulting in a higher level of engagement from the onset. The segmented email campaigns and push notifications also helped to re-engage inactive users, driving app usage. Most importantly, the feedback gathered from users who uninstalled the app provided invaluable insights for improving the app's features and usability. This proactive approach to user feedback not only led to necessary changes in the app but also demonstrated Helpchat's commitment to providing a user-centric experience, which could potentially lead to higher user satisfaction and loyalty in the long run.

• Helpchat's onboarding emails engaged up to 20% of recipients
• Segmented email campaigns and push notifications resulted in 17% of inactive users engaging with the email
• Email engagement with users who uninstalled the app reached up to 34%