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Shopo's Innovative Approach to User Engagement and Retention
Technology Category
- Networks & Connectivity - Gateways
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Apparel
- E-Commerce
Applicable Functions
- Procurement
Use Cases
- Time Sensitive Networking
- Track & Trace of Assets
The Challenge
Shopo, an open C2C marketplace from Snapdeal, faced a unique challenge of engaging both sellers and buyers on its app. The company needed to familiarize users with a new marketplace platform and help them accomplish tasks such as setting up a store, enabling payment gateways, and buying or selling items. The challenge was compounded by the fact that 80-90% of apps are deleted after being used once. If users didn’t understand how to use an app, they wouldn’t use it. Shopo needed to ensure that users didn’t delete the app after one use, and to achieve this, successful onboarding was key. This meant helping users get their bearings, teaching them how to complete key tasks, and making them want to come back for more.
About The Customer
Shopo is an open C2C marketplace from Snapdeal, one of India's leading e-commerce platforms. It allows users to buy and sell a wide range of products, including clothing, footwear, accessories, and home products, all within a friendly chat interface on the app. The platform is designed to engage both sellers and buyers, providing them with a unique and user-friendly marketplace experience. The users of the app are individuals who are either looking to sell their products or those who are looking to buy items from a diverse range of categories.
The Solution
To address this challenge, Shopo adopted a unique approach of ‘always-be-onboarding’ where relevant pushes were sent to users at regular intervals, allowing them to settle into the app. This approach was designed to familiarize users with the app one step at a time in a leisurely manner. The perfectly timed interval between the notifications also meant that users had a reason to open and use the app over a longer period of time - a week; the same period during which most people abandon the app. Shopo also employed Smart Trigger Pushes based on key user ‘events’ in an ongoing manner so users are engaged with the app throughout. These Smart Triggers helped track user ‘events’ on the app and help them pick up right from where they left off.
Operational Impact
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