20260612_000708

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Hi there.

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We are thrilled to have you on board with us.

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My name is Needy Shah and I'm the associate director within the customer

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success team.

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And I lead the entire CleverTap University program here.

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The Clevert app is an engagement and retention platform.

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In this video,

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I'm going to give you a brief about the platform and how our customers are using

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the tool.

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Now,

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we were founded in 2013 and we've catered to over 10 ,000 apps plus globally

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across different verticals and different regions as well.

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Now, imagine you are an e -commerce company.

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And you have data coming in from different stores.

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For example,

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offline data or website or an app,

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right?

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How do you make sure that all this data is presented in a unified way?

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How do you ensure you'll do analysis on the data and understand where your users are dropping off

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or converting?

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What will you do to retain these users out?

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Or imagine you are an OTT platform and maybe you're not doing that great in your subscription

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business.

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How will you ensure who to target the users out?

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How will you ensure where is the interest of that user lying down in the categories of the videos that are out?

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That's where ClevertApp comes into picture.

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Now to know more about it and how our customers are really using the platform,

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let me take you to the platform.

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Alright,

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so we are here onto the ClevertApp platform and this is the default view that you will see once

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the customer is live on the website or app.

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This is the real -time view of the active users onto the platform.

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It also shows you your new users versus returning users as well,

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along with the usage source here or the platform that the user is coming from.

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Now, if you go to the quick activity stream here,

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it will give you an analysis of the top most events that the user is performing.

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Well, I know this might be a confusing jargon for you,

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but even think about it as a data point where a user is performing a certain action

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onto their app or a website.

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Whether it could be a product view,

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an app launch,

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a user making a transaction,

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so on and so forth.

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It also gives you a quick snapshot on your sample user profiles here.

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For example,

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let's click on one of the user profile.

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We talked about having a 360 -degree unified user profile.

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This gives you a quick understanding of the identity of the user.

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Now Clevertap has three major identities,

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which you're seeing here,

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which is your Clevertap ID,

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the identity,

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and also the email ID.

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We also have phone number,

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which is used by some of our customers as the primary identifier.

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You will also be able to capture the location of the user and also the lat long.

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Again,

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this is based on the permission that has been taken from the user onto the app.

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you'll be able to see some custom user properties that are very unique to your user.

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Think about this where you want to really create a hyper -personalized experience for your user.

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If your customer is in,

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say, a platinum bank and wants to go or,

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you know, have subscribed for a premium subscription,

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the subscription tier would change and it would become a gold customer type.

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You can have this captured in the customer type and create personalized experiences while you engage with them.

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Think about some of the other examples here,

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where you want to nudge users based on some activities that they have performed or based on the product that they have

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added in cart.

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This could go as a combination of the event as well as user properties.

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And we talk about some communication preferences here,

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which indicates where the usable is reachable at.

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So it could be,

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say, user is reachable on email or SMS or mobile push.

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These permissions need to be set onto your app as well.

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You also will be able to see some of the devices here through which the user has actually installed your application.

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And if the user is coming from a website,

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you'll be able to see the browser details here.

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Let's click on the activity tab here.

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This indicates all the activities a user has performed along with the meta data

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as well.

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So if you are capturing add to cart as an action point,

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you can have different even properties which could be the product name,

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the category view,

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the quantity,

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size, brand,

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so on and so forth.

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We have multiple dashboards here which indicates

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different parameters that we capture for the user.

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One of the dashboard over here is mobile app that gives you an understanding of your daily active user account,

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your weekly active user,

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and also your monthly active user account.

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It also gives you a quick snapshot along with different platforms here,

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which is iOS and Android.

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We also have uninstall and revenue board,

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which captures the matrix for your revenue,

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which is the conversion matrix usually,

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and you can set any of the boards as your default view.

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Furthermore, you also can actually create your own custom board through analytics that

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will just deep dive in a while.

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now we spoke about three things um you know in our beginning of the video the main

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pillars after the platform once you have the unified user profile think about how we really are going

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to segment this users out it could be through their preferences it could be basis their interest it could be

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basis their action and any of the user property for example say technographics or geography so

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on and so forth once you unify or you know you segment these users out you then can actually perform analysis

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so let's see segmentation here

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We have three types of segments here.

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One is find people,

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segments that are actually of multiple types,

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which is past behavior segments,

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live action,

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triggers, segments that we have for app and web both,

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and also you have custom list segments.

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Once we go into the segment,

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you'll be able to see all of your saved segments onto the dashboard.

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Click on the plus segment,

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and you'll be able to see the past behavior segments,

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the live user segments,

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which is basically your action,

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inaction,

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on a specific date or time.

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You have web -based segments here,

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which is your page visit,

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page count,

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or reference entry,

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and you also have custom list segments.

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Don't worry, I know it's a lot of information for you.

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We're going to deep dive much into these aspects that you're seeing here as you move forward

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with the product training.

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The last bit I

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want to touch base here in segments is just RFM,

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which is more in terms of say predictive analytics.

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that we help you segment the users into 10 different buckets,

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which is your champion users or,

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say, hibernating users.

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This gives you a thorough analysis onto the entire user set that we have onto the dashboard.

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Very useful for creating any campaigns.

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Say, for example,

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you want to run an NPS campaign for your power users,

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or you actually want to create a win -back campaign for your hibernating or at -risk users.

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Now, once you segment these users out,

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the next step over here is actually analyzing the entire user behavior.

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Now within Clevertap,

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you have multiple ways on how you can analyze this user behavior,

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including events which gives you specific analysis on that particular event data.

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For example,

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if we take product view or charge as an event and you click on view details here,

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it will help you understand some quick analysis on the number of times that event is being performed

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by the unique user account,

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along with how many users did the same event multiple times,

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we'll be able to see some demographic information,

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along with the session time as well,

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on which or what time was working best for that particular event.

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you'll be able to see some sample profiles along with top regions here as well there are

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different aspects within the events which will help you track the trend and the properties as well you'll

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be able to further segment this out basis even property so if you want to understand which

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category was really performing well you can pick up the even property here and you'll be able to see that

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shoes over here is actually trending compared to other categories and this will give you a quick uh you know frequency

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of histogram here as well next over here is funnels

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Now, funnels are specifically used for understanding the user conversion or the drop -off

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within a particular time.

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Think about this for any industry.

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This is going to vary a lot.

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For e -commerce, if I'm seeing a funnel from app launch to charge,

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it could be a month.

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Whereas if I'm seeing,

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say, for a quick e -commerce,

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which could be like,

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say, Blinkit or Zepto,

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the conversion time could be very less.

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So this is the use case.

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That is how you identify the suitable time for it.

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Now, we see a three -step funnel here for us to understand how it really looks.

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You can click on the funnel here,

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and this is how you'll be able to see the conversion as well as the drop -off.

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All of these are actionable segments,

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meaning you can click on any of these and you'll be able to see that you can create a campaign or create a segment

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right from here.

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You'll be able to see the median time of conversion as well and also the relative time here.

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Next is

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cohorts.

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Now,

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cohorts as a feature is really important in terms of understanding the user retention.

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If you want to understand how long or how many of your users actually did,

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say, app launch and came back and did app launch again,

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you can come here and check that.

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So typically,

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let's just keep charge for now,

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and we can view cohort here.

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So this gives you a cumulative graph of the user in terms of their retention,

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and also,

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how did these users really perform?

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So if we see there were 41 % of the users who actually came back on week one,

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43 % on week two,

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and so on and so forth.

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Again,

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these are some actionable insights that you'll be able to see here.

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For

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example, talk about bulletins where you have some...

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The next over here is trends.

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Now,

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we did see trends and properties within events as well.

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But this section here will help you understand even within a specific

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category or a product,

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which particular SKO is really trending or which genre

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that you have watched in OTT would be trending.

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This will again vary with respect to how you can split that data

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out.

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If you want to summarize,

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say some amount with respect to a particular category which is charged,

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you'll be able to do that by trends.

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Let's see an example here.

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Say I want to understand.

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how my users really charged or what categories or

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products were really like charged most often versus least often,

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right?

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And if you click here,

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you'll be able to see the data,

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which indicates that shoes as a category was really trending a lot versus shirts,

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which is not trending.

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So you can curate campaigns around that.

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If you have some affiliation with companies or brands around,

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that's where you can run targeted campaigns for the products that are not trending and also that are trending out.

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Now next,

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we talk about pivots.

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Pivot helps you understand how you can slice and dice your data in a much granular way.

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Imagine you want to understand what time of the day really works best

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in terms of sending communication out to the user or what time of that

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day or week is actually working best in terms of a user performing a transaction.

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So this helps you run that analysis in a very efficient way without really requiring

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a lot of data science at your end.

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So you can probably pick the event here which is charged.

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Let's just click on calculate.

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and you'll be able to see that within charge,

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which payment mode that you've picked here on the properties,

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again, you can add different categories or products over here,

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are trending out.

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And if you click on any of this,

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you know, analysis here,

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you'll be able to understand with respect to the even property,

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how it has been trending out.

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Now, there are two types of flows here.

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This is very,

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I would say,

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similar to funnels,

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but again, think about flows where you actually can test your hypothesis out.

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Funnels let you understand or develop a path and target the user while they're dropping off,

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but flows will help you analyze which paths were taken by the user and where the users are dropping

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off. So if I click on event flow here,

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and let's say I want to understand what my users are doing or performing

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after app launch,

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I will keep the events as is over here.

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You can have some examples.

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with respect to what data you're looking at,

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click on view flows.

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So what you're seeing here is a sunburst chart,

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which indicates that what my users really did after app launch.

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this from inside to outside the path that you're taking.

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This starts with app launch.

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Maybe I want to understand the path over here,

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which ends with product view.

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And there's a lot that you can do with funnels.

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You can understand the flow.

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You can also identify,

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oh, maybe there are some parts that the user is taking,

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but maybe you've not analyzed that user path,

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or you have never targeted those users out.

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So this part then can be reflected back to funnels,

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and you can nudge those users out to convert them.

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The last one here is Real Impact.

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Very,

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very helpful and powerful tool over here.

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So Real Impact lets you measure the effectiveness or efficacy of your marketing campaigns.

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It helps you understand the ROI of your campaigns.

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To run Real Impact,

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there's basic necessity that we have to enable a control group.

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Again,

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a control group is a set of users.

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We really don't send the communication out.

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So you enable it and understand and compare those users with

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the target group where you are actually nudging these users with communication.

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So when you compare a target group versus control group,

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you get an understanding of how your marketing campaigns have really performed.

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So you have different things over here with respect to sticky quotient or retention conversion.

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Let's just keep the by default.

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And this is how you see with respect to target control group and system control group.

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So your engagement is actually proving very beneficial because it's giving you 135 % boost

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with respect to conversion or the stickiness that we are seeing here,

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which indicates that the users are coming onto your app as well.

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Now,

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once you've analyzed the user data,

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the next part we'll touch base upon is campaigns.

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When you click on campaigns here,

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this is the page that you'll see.

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It gives you a summary of all of your campaigns that you have created along with the status as well.

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You can also have a quick glimpse of the campaigns that are running,

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scheduled, or are pending approval or have completed as well along with the calendar widget on the top.

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Click plus campaigns here to see different messaging channels that you can create a campaign for.

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So for example,

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it could be a push campaign to welcome the user out as soon as they launch the app,

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or it could be an in -app message with some,

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you know, sale offers that you have going onto your app.

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It could be some SMS campaign,

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an email campaign,

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even WhatsApp or web channels or remarketing channels as well,

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along with some export channels that we have.

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Now let's click on push campaign to see how a setup really looks like.

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The entire setup is divided into four segments here.

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One is where you actually define your qualification criteria,

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whether you want to create a campaign on past behavior or live.

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And this setup typically remains the same for almost all of the channels that we have.

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You can set a goal here for this campaign.

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You need to select who your audience is.

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Set up a control group that we talked about.

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It could be your system or it could be a control group.

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You can have or you can define your content over here,

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which includes different message types.

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Again, don't be confused with so many options here.

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You'll be able to understand more about it as you learn more about the engagement channels

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as we deep dive further.

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But probably for a single message,

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you can go to an editor,

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see how it looks like,

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where you can set up your title,

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message, summary,

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some advanced settings,

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where you can set up a deep link,

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where if a user clicks a notification,

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where they are redirected to,

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so on and so forth.

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You can set up your preferences here once this has been defined and

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set the delivery preferences in terms of when do you want to send this campaign out.

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Like we saw,

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you can send this as one time or create as recording.

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Once this has been set,

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you can then publish your campaign out.

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The next over here is journeys.

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Now journeys act as an omni -channel journey where you can create multiple engagements or

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different segments along with different channels in one user lifecycle over here.

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So this is the default board for journey here where you'll be able to see all your created saved journeys.

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Click on the plus journey here and this is how the setup really looks.

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For example,

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you'll be able to see the segment option here.

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The second is the engagement option here and the third are some controllers.

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Once you define your setup,

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which is the by default setup that you really see,

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say let's just define the criteria over here.

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It indicates when do you want to start your journey.

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We'll keep everything by default for now.

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You can set up DNDs.

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Again, if you don't want to nudge your users on weekend or on some specific time,

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you can set that up.

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You can set up a control group,

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and also you can set up the timeout.

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Now, this indicates or gives the user a certain time frame through which they enter

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the journey and when they really need to exit the journey out.

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This depends on,

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you know, different verticals,

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different conversion times would be there.

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For example, if you are running a cart abandonment journey,

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it might have less than three months.

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If you are running a registration or a welcome onboarding journey,

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it could be, say, you know,

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just one month,

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right? You can save and close this.

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once this has been set up you'll be able to see your entry segment enabled here since we have you

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know touch based upon past behavior drag the node here and then you can start creating your

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journey in terms of how you really want to work this out

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A major aspect here,

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you can set up the goals for this journey just as you set up the conversion in the campaigns.

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So you can define three goals over here in a specific journey.

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And once you create your entry criteria,

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you can then create this push.

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You'll be able to see multiple options within every engagement channel.

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So create a separate path for users who have received the notification,

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who have clicked the notification,

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or if there is a certain error.

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This is how the entire user lifecycle is segmented onto the platform.

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And this is not just it.

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multiple capabilities even after this.

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For example, talk about bulletins where you have some business events that are triggering onto your backend and

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you want to nudge users for the product which is out of stock or you want to notify the user.

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Think about optimizing your lifecycle of the user.

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So there's a feature onto the dashboard which indicates where you can set up the entire lifecycle of

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the user and analyze where the user is stuck onto the journey.

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We also have separate campaign for WhatsApp,

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recommendations.

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So a lot more is there onto the platform.

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And I hope you've enjoyed learning about it,

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which helps you understand how the platform really works.

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