MoEngage - Intelligent Customer Engagement Platform

My main use case for MoEngage  is to track front-end events and the business team prepares data.

A specific example of how my team uses MoEngage  to track front-end events is that they run campaigns on our DeHaat Farmer app and track those events. Based on that data, they track and conduct business.

MoEngage has positively impacted my organization by helping me send notifications to active users so they return to the app and place orders again, which has increased my orders.

Specifically, we have seen an increased retention rate for our customers, and order volume has increased by 20%.

The best features MoEngage offers are that it is very easy to access and has a very user-friendly interface so anybody can use it.

The interface is user-friendly because of how it is designed so that any type of user can use it very easily.

MoEngage has positively impacted my organization by helping me send notifications to active users so they return to the app and place orders again, which has increased my orders. Specifically, we have seen an increased retention rate for our customers, and order volume has increased by 20%.

MoEngage can be improved by adding more user-specific flows and decreasing the price.

Regarding improvements, I think the support team is very irresponsible and needs to be more active.

Regarding the notification system, MoEngage is very accurate, but it can be improved to be more user-specific with more custom notification triggers.

We need to get user-specific views inside MoEngage as an improvement.

I have been using MoEngage for two years.

My advice to others looking into using MoEngage is that a company should use MoEngage for tracking their user orders or user activity, as it can be very helpful for any company.

I have given sufficient feedback about MoEngage for the company to work on. I found this interview to be good overall. My review rating for MoEngage is 8 out of 10.

My main use case is nudging customers and bringing them to the top of the funnel to improve lifecycle marketing and customer retention. I use it to segment the user base on behavior and engagement, build automated customer journeys, and deliver personalized communications across emails, push notifications, WhatsApp, and in-app channels.

In our use case, we can discuss the option of bill payments. Bill  payments is one of our products for which we are taking care. We send different types of push notifications and nudges regarding that, including sticky push notifications, emails, and in-app notifications. We have also been working with WhatsApp and RCS channels to improve efficiency and reduce drop-offs to get better results and conversion.

My main use case would be from onboarding and activating users, as well as moving them through to retention and re-engagement. I use it to build automated journeys and create behavioral segments. For example, if a member has dropped off while about to pay a bill, I nudge them within a certain timeframe, perhaps within ten to fifteen minutes, saying something like, "Oh, you have missed the payment. Are you facing any issues? If not, then please continue with our payments." This has improved customer behavior and has been working for us, improving click-through rates as well as conversions by thirty-five percent.

I have been using MoEngage  for around two point six years now, and it is a beautiful tool for nudging customers accordingly. It is quite an effective tool that I have been using.

When I discuss the best features, the segmentations are pretty great. The UI on the platform is quite tremendous. It has also helped us segregate the data when we want to integrate our day-to-day uses for CRM  strategy as well as segmentation building. The insights and analytics part is commendable work done by MoEngage . It helps us with day-to-day dashboard creations. There are certain dashboards which we create, and it also maintains the data management side. If we are passing the limit of events, it gives us an alert, which is quite a tremendous thing. The AI support of Merlin is absolutely fantastic. Overall, I am looking forward to utilizing MoEngage more and getting the best use out of it.

There are some areas which I feel MoEngage can improve. One area which I personally feel is on the reporting and analytics part. While the platform provides robust campaign metrics, I would like to see deeper customizations and more flexible dashboards. I would really like to take a step forward here and answer complex business questions without relying on external tools or BI solutions.

Another area is journey management. As an organization scales, customer journeys can become quite complex. Enhanced visualizations would be helpful. For example, if I have created a journey, I need to check whether the rules which I have added or the events which I have added are correct and whether the users which I want are flowing in the MoEngage automated journey. Previously, I used Iterable , and I found a small feature there that was quite useful. They added a MoEngage ID feature where you add an ID and it goes through all the rules which you have added in the journey and visualizes accordingly that a specific user has to flow through that journey. MoEngage does not have a certain setup where you can check if the members are flowing in the journey if you have added that journey and checked the rules. This visualization is missing from MoEngage.

Overall, I think MoEngage is a powerful platform with pretty good analytics and journey governance. The AI is still an upcoming thing, but it has the potential to become even more effective. Enterprise CRM  tools are competing with it, but from what I have seen over time, MoEngage is still better than other tools which I have seen so far.

I would like to see more advanced reporting and deeper journey diagnostics as well as even stronger AI-driven recommendations. The platform is already very capable, but these enhancements could improve efficiency and decision-making for CRM teams at scale.

I have been using MoEngage for around two point six years now, and it is a beautiful tool for nudging customers accordingly.

We hardly find any difficulties or downtime in MoEngage, rather than what usually happened in Iterable . I think MoEngage works around the clock and is pretty stable. Our campaigns get delivered properly on time.

In terms of scalability, I have seen MoEngage scale quite highly. One of its strengths is the ability to handle large customer bases, real-time events, and high-volume campaigns executing across multiple channels. That is one of the reasons it is widely adopted by growing enterprise-scale scaling businesses.

Customer support is commendable. The CSM is doing a great job, and I give kudos to the CSM assigned to us. The tickets have been resolved on time. The touchpoint of the customer on our issues is getting pinpointed in barely two to three hours, and it gets a perfect solution to our business requirements. It is quite useful and comes in handy when support comes from customer service.

Previously, we were using Iterable, and we had to switch because we were restricted and not able to send certain types of push notification campaigns. We needed sticky push notifications, colored text, images, and media in push notifications with better segmentation. At that time, I think Iterable was not having the AI engine, but we constantly required that feature. The journey support was better in MoEngage, and the predictive models were stronger. The waterfall model in the analytics part is commendable work done by MoEngage. We also found that the in-app notifications were quite well designed in this setup. These are the few things which led us to switch from Iterable to MoEngage.

MoEngage has been helping us by enabling batch and blast communications to highly targeted and automated customers engaging through behavioral segments and personalized journeys. We are able to deliver more relevant messages at the right time, to the right person, with the right communication. The platform has helped improve key metrics such as activations, retargeting basis, and retention. The automated journey reduces the manual efforts of the CRM team, where we can work on other pieces and get the work done accordingly and act on upcoming products. It also has a very perfect analytics department. Experimentation capabilities have allowed us to continuously optimize our campaigns through A/B testing.

The experience in the pricing, setup cost, and licensing involved some rounds of discussions while we were discussing the cost and all the details. However, our IT team, engineering team, and overall as a CRM manager, I think we discussed internally the things we exactly required, and MoEngage stood out in delivering what we exactly required.

There was a demo which was shared directly with us. We reached out to MoEngage sales team, and they shared a demo with us. We did not use the AWS Marketplace  personally, but the sales teams and the integration part of MoEngage team handled what we required while we use MoEngage.

I would not mention the ROI specifically, but I can mention the time saved. The time which we usually took on ad-hoc campaigns has been reduced by using journey flows, which has saved us considerable time. We can now focus on what we should focus upon, which is products and how we can optimize the products from the CRM side. It has also reduced the human effort which we usually draw to using the campaign. It has helped a lot.

There were certain options like CleverTap  and Mailchimp, which are options. There is also a tool called Braze , which we were thinking about, but I think it is quite costly. Salesforce  was another option, which again was quite heavy operationally. MoEngage worked pretty well for us.

I would say regarding MoEngage capabilities, there are some improvement areas. Accuracy is important to me. In the Hindi region, regarding the content which I have to send to my users, I still feel there is a need for improvement. Whatever content which I share in Hindi still shows me results in English. That is one sad drop which I see. The accuracy and reliability are parts which need to be worked upon. Some parts where the predictive models on the data side should be viewed as decision support tools rather than absolute truth. In my experience, capabilities such as predictive segmentations, churn predictions, and conversion propositions are mostly valuable for prioritizing the targeting. They help me identify highly potential audiences more efficiently than manual methods.

As a CRM manager, I would not blindly trust the AI recommendations. I need to fully verify the data. When I double-verify the data, I could get the accuracy around ninety to ninety-five percent in terms of my data retention and data predictions. I would consider AI as a reliable model, but I would definitely take a step back and double-check the data which MoEngage has been sharing with us to make sure the data which has been shared is real-time data which has been coming to us and been fed. I need to be sure on that.

When I talk about AI capabilities and governance, from my perspective, I would say MoEngage has taken a responsible approach to AI by keeping AI capabilities integrated with the broader customer engagement platform rather than operating a black box system. Features like predictive segmentations and engagement recommendations are generally designed to support marketer decision-making rather than being fully automated. From a governance standpoint, I appreciate that the organization retains control over audience selections and customer communications. Human oversight remains an important part of the process. On the security side, I would expect an enterprise platform handling customer data to have stronger control around access permissions and encryptions when AI features are eventually implemented. I would like transparency around how models use customer data and how permissions have been properly taken. Overall, I would say MoEngage AI is a useful decision support tool, but governance, data privacy, and human review should always remain key components of the CRM.

I would say if you are having a certain audience, my advice regarding the campaign execution tool is that bigger value can be used in building a strong lifecycle marketing program rather than simply sending messages. Before implementing, invest time in defining the customer journey success and building an audience. That is one of the key points. The quality of segmentation and personalization will depend heavily on the quality of the data. I would also recommend starting with a few high-impact use cases such as onboarding and activations or re-engagement journeys and then expanding from there. This demonstrates the value quickly by building the organization. Strong customer data combined with clear lifecycle strategies and MoEngage automation capabilities tend to see the best results.

I would rate this review an eight out of ten.

MoEngage  serves as my main solution for retargeting and data segmentation. For example, when a user drops off at a certain point in my marketing funnel, I send push notifications, WhatsApp messages, and other communications to re-engage them. For data segmentation, I segment users based on geography and demography. Since I use MoEngage  for retargeting, I have achieved a reduction in ROI of approximately 40% on user acquisition costs and cost per lead.

The best features MoEngage offers are their customer journey functionality and data analytics for segmentation. The customer journey feature stands out because it can collect data from many sources, merge it into one platform, and process it all together. The analytics for segmentation works in a similar manner. I use MoEngage's AI technology, which is called Merlin AI, and it helps me find the perfect segmentation and targeting based on my campaigns.

MoEngage needs to improve their customer support. When I encounter an issue, their customer support team has a slow response time for answering my queries.

I have been using MoEngage for approximately one and a half years.

MoEngage is stable.

MoEngage has unlimited scalability because they have open APIs and SDKs available.

I have had a negative experience with customer support, and I believe their customer support team still needs room for improvement. I would rate customer support a six on a scale of one to ten.

I was previously using CleverTap , but I chose to migrate to MoEngage because of the pricing.

MoEngage provides value through money saved on cost acquisition and time-saving benefits. MoEngage gathers all raw data from multiple sources into one platform, which contributes to these savings.

I had a positive impression of MoEngage's pricing because compared to the same tools, MoEngage offers the most affordable package.

I evaluated other options before choosing MoEngage, including Braze  and Mautic.

MoEngage's governance and security rank about nine out of ten. I feel confident about its governance and security because they maintain compliance with ISO standards and their security certifications are comprehensive. I have no concerns about MoEngage's accuracy and reliability of output because my campaign click-through rates improve when I use MoEngage's AI. I advise others who are considering MoEngage to start using it earlier because MoEngage will provide you with a better ROI. I would rate this product an eight overall.