Tiket.com Boosts Customer Engagement and Reduces Churn by 30% with Automated Flows & Triggered Emails
Technology Category
- Functional Applications - Product Lifecycle Management Systems (PLM)
- Networks & Connectivity - Radio Access Network
Applicable Industries
- Aerospace
Applicable Functions
- Procurement
About The Customer
Tiket.com is a pioneering online travel agent (OTA) in Indonesia. They offer an all-in-one reservation system, making them the perfect choice for booking flight tickets and hotels online. Their booking flexibility and uniformity allow them to actively acquire new users through multiple channels. The company is committed to providing a seamless and personalized user experience to every user on their app, which has been instrumental in improving purchases, repeat purchases, and reducing user churn.
The Challenge
Tiket.com, a leading online travel agent in Indonesia, was grappling with the challenge of reducing user churn and re-engaging inactive or dormant users. The company was also keen on improving the Lifetime Value (LTV) of its customers. The primary goal was to reduce overall user churn by increasing first and repeat purchase rates and re-engage inactive or dormant users. The challenge was to devise a strategy that would not only retain existing customers but also attract new ones through multiple channels. The company needed a solution that would allow them to offer personalized user experiences and improve purchases, repeat purchases, and reduce user churn.
The Solution
Tiket.com turned to MoEngage to activate their customer engagement strategy. They segmented customers based on purchase history, category purchased, and recency of app usage. Using MoEngage Flows, they automated cross-channel campaigns to these segments, engaging users through email and push notifications. With MoEngage’s recommendation engine, they personalized their offers based on the user’s browsing behavior to reduce abandonment. Tiket.com segmented users based on their lifecycle stages of “First Purchase”, “Repeat Purchase” and “Inactive or Dormant” and created cross-channel campaigns that delivered personalized messages based on their browsing and purchase history. They ran a cross-channel campaign using push notifications and email to encourage users who abandoned cart. They used the user’s search history and location to understand their last browsed product(s) and offered discounts on them. For repeat purchases, they used MoEngage Flows to encourage repeat purchase through a cross-channel campaign across email and push notifications. For re-engaging inactive users, they ran custom email campaigns to re-engage with them and push them to revisit the app.
Operational Impact
Quantitative Benefit
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