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* Plans & Packages * Partner Ecosystem * Login * Contact Sales * Platform THE MOENGAGE® CUSTOMER ENGAGEMENT PLATFORM Create, enhance, and transform your Customer Engagement strategy Learn More -------------------------------------------------------------------------------- Plans & Packages INSIGHTS-LED CUSTOMER ENGAGEMENT CUSTOMER INSIGHTS & ANALYTICS Understand, interact, and engage with every customer OMNICHANNEL COMMUNICATION Personalize and connect on the most impactful channels CUSTOMER JOURNEY ORCHESTRATION Build relevant customer experiences at every stage AI-POWERED CAMPAIGN OPTIMIZATION Optimize interactions and improve ROI with Sherpa AI WEBSITE PERSONALIZATION Create relevant and personalized experiences for each visitor REAL-TIME TRANSACTIONAL ALERTS Build, manage and send transactional alerts through a single API Channels * Mobile Push Notifications * Email Campaigns * SMS Automation * In-App Communications * Social Media & Connectors * WhatsApp Native * Content Cards * Web Push Notifications * Intelligent On-Site Messaging * SMS Automation * Email Campaigns * Mobile Push Notifications * Web Push Notifications * Intelligent On-Site Messaging * In-App Communications * WhatsApp Native * Social Media & Connectors * Content Cards * Email Campaigns * Mobile Push Notifications * Web Push Notifications * Intelligent On-Site Messaging * In-App Communications * WhatsApp Native * SMS Automation * Social Media & Connectors * Content Cards * Mobile Push Notifications * Email Campaigns * WhatsApp Native * Social Media & Connectors * In-App Communications * SMS Automation * Web Push Notifications * Intelligent On-Site Messaging * Content Cards * Mobile Push Notifications * Email Campaigns * WhatsApp Native * Social Media & Connectors * In-App Communications * SMS Automation * Web Push Notifications * Intelligent On-Site Messaging * Content Cards * Mobile Push Notifications * WhatsApp Native * In-App Communications * Email Campaigns * Social Media & Connectors * SMS Automation * Web Push Notifications * Content Cards * Intelligent On-Site Messaging * Mobile Push Notifications * Email Campaigns * WhatsApp Native * SMS Automation * In-App Communications * Web Push Notifications * Intelligent On-Site Messaging * Social Media & Connectors * Content Cards * Mobile Push Notifications * Email Campaigns * SMS Automation * In-App Communications * Social Media & Connectors * WhatsApp Native * Content Cards * Web Push Notifications * Intelligent On-Site Messaging ENTERPRISE READY, SCALE & SECURITY TRUST CENTER Fundamental security and data privacy APP MARKETPLACE Integrate easily with your favorite apps RELIABLE AT SCALE Enterprise platform designed for a global audience * Industry Consumer Trends GLOBAL CONSUMER TRENDS REPORT, 2023 Get The Report Consumer Trends GLOBAL CONSUMER TRENDS REPORT, 2023 Get The Report Consumer Trends GLOBAL CONSUMER TRENDS REPORT, 2023 Get The Report Consumer Trends GLOBAL CONSUMER TRENDS REPORT, 2023 Get The Report Consumer Trends GLOBAL CONSUMER TRENDS REPORT, 2023 Get The Report Consumer Trends GLOBAL CONSUMER TRENDS REPORT, 2023 Get The Report Consumer Trends GLOBAL CONSUMER TRENDS REPORT, 2023 Get The Report Consumer Trends GLOBAL CONSUMER TRENDS REPORT, 2023 Get The Report BY INDUSTRY FINANCIAL SERVICES Trust and security where your customers need it most RETAIL & E-COMMERCE Higher engagement and brand loyalty through customer understanding MEDIA & ENTERTAINMENT Keep your customers hooked with content that connects TRAVEL & HOSPITALITY Customers connected with you, no matter how far they fly TELECOM Drive engagement by understanding customer behavior ED TECH Foster success by connecting with students and empowering educators By Customer Lifecycle * Onboard * Retain * Reactivate * Monetize * Customer Success OVERVIEW MoEngage as a matchmaker - connecting our customers with their customers Learn More CUSTOMER STORIES Success stories and case studies from top brands around the globe Learn More CUSTOMER TESTIMONIALS Driving success with MoEngage - find out why our customers are our advocates Learn More * Resources RESOURCE LIBRARY Amplify your Customer Engagement, expand your channels, and learn how MoEngage empowers your marketing team See All CHECK YOUR CUSTOMER ENGAGEMENT STRATEGY'S VIABILITY See if your strategies meet the industry benchmark and learn how to improve them. Calculate Your Score WHY YOU NEED TO CRACK PERSONALIZATION FOR YOUR BRAND Learn how to combat barriers to personalization and help shape the future of marketing. Get The Report INSIGHTS-LED ENGAGEMENT REPORT FOR EUROPE Get access to actionable strategies, learn consumer insights and decode industry trends. Get Your Copy HOW CAN CONNECTED EXPERIENCES HELP YOU BUILD YOUR BRAND Learn how to drive engagement for your fintech or banking brand with consumer insights. Read More Here CHECK THE MATURITY OF YOUR CUSTOMER ENGAGEMENT STRATEGIES See how you fare against the competition and how you can improve your score with MoEngage. Calculate Your Score ARE YOUR CUSTOMER ENGAGEMENT STRATEGIES COMPETITIVE? Find how your strategies fare in the market and improve your score with MoEngage. Check Here CUSTOMER ENGAGEMENT MATURITY INDEX FOR PAKISTAN Calculate your score, see what's missing and get insights on how to improve engagement. Calculate Your Score INFORME DE REFERÉNCIA DE ENGAGEMENT, 2022 Find how your strategies fare in the market and improve your score with MoEngage. Learn More * Overview * Blog * Ebooks * Reports * Podcasts * Videos * Whitepapers * Knowledge Base #GROWTH COMMUNITY Top experts connecting to share expertise, improve strategy, and strengthen each other through digital and in-person community events Join Us * Company ABOUT US Better engagement through customer obsession - the MoEngage story Learn More CAREERS Experience our culture, passion, and drive - join our customer-obsessed team! Join the Team CONTACT US Engage with MoEngage - connect with us to connect with your customers Connect PRESS CENTER MoEngage is making waves in the press. Grab the latest buzz here. MoEngage In the News Request Demo * Plans & Packages * Partner Ecosystem * Login * Contact Sales Request Demo Demo * MoEngage Blog * Industry Stories * Retail & Ecommerce INDUSTRY STUDY: ECOMMERCE IN INDONESIA AND HOW TOKOPEDIA BOOSTS FIRST TIME CONVERSIONS BY 20% By Akshatha Kamath * UPDATED: 11 July 2023 * 5 min read Reading Time: 5 minutes  👉  Download Report – E-commerce App Retention Trends India [2020] 👉  Download Report – E-Commerce App Retention Rates in SEA 👉  Download Holiday Marketing Guide – Get holiday trends of 2020 across verticals and geographies along with actionable strategies and use cases from top global brands and industry leaders 👉  Interactive Growth Framework Quiz – Learn how to scale and build a Growth program with this interactive quiz Indonesia’s eCommerce market is booming. These statistics will give you a broad picture of this country’s growth story: * The eCommerce market in Indonesia is poised to grow at a CAGR of 9.3% and will be valued at $16,338 million by 2023. – Statista * The Gross Merchandise Volume(GMV) for online transactions is predicted to reach $130 billion by 2020.  – Bank Indonesia * The country added 11 million new online shoppers in 2017, while another survey of 1000 urban consumers showed a 63% increase in shoppers buying products online at least once a month. – FT Confidential * Significant investments by eCommerce giants like Alibaba($1.1 billion in Tokopedia), Amazon($600 million in its Indonesian operations).  – Entrepreneur WHAT MAKES INDONESIA A HOTBED FOR THE ECOMMERCE INDUSTRY? Economy: With over 261.12 million population and a GDP per capita expected to reach 5,790 USD by 2022, Indonesia’s middle-class population is expanding. Over 31.65 million users are shopping online. Statista predicts the number of users to grow to 43.89 million by 2022 and the average online spends to go up to 375 million USD. Source: eshopworld Internet penetration: Internet access is believed to be a significant contributor to the flourishing eCommerce industry in Indonesia. Internet penetration is high in Indonesia—42.1% of the population has access to it. The number will further grow up to 49.9% by 2022. Device usage: Smartphone usage is low—less than 26% of the population uses them. However, despite the low usage, over 55% of online shoppers in Indonesia rely on mobile phones for shopping. The improved economy combined with internet penetration and mobile revolution has contributed to the growth story of Indonesia’s eCommerce industry. However, no growth story is complete without challenges. Indonesia is still a growing economy and has many hurdles to surpass in the coming years. CHALLENGES OF INDONESIA’S ECOMMERCE INDUSTRY There are many reasons why eCommerce brands in Indonesia cannot expand their reach to the fullest. Logistics: Jack Ma observes Indonesia’s eCommerce industry closely and cites the lack of suitable infrastructure as a primary challenge for the growth of the sector. Consumers in Indonesia live across 17,000 islands that span over 50,000 kilometers from east to west. This acts as a bottleneck for the supply chain of the business resulting in increased wait time and also impacts the final shipping cost of products. Slow internet connectivity: Despite high internet penetration, internet connectivity is slow in Indonesia when compared to other Asian countries such as Singapore, Vietnam, Malaysia, and the Philippines. Payment methods: As per a study, 80.7% of netizens prefer to pay through bank-transfer when they shop online. However, there are just 36% of citizens who have a legitimate bank account. A low financial literacy rate is also a leading cause for the slow adoption of a cashless economy. Trust: If there is one thing that acts as a major barrier to eCommerce growth, it is trust. Though marketplace websites are gaining prominence, consumers prefer to have direct communication with sellers on a peer-to-peer network such as Facebook as it is more personal and warm. Sellers are aware of this preference and engage with their customers on social network websites instead of online marketplaces. Also, take a look at the user retention benchmarks for e-commerce apps in 2019 and see how your app fares. IMPROVE TRUST AND RETAIN MORE CUSTOMERS LIKE TOKOPEDIA DID As an eCommerce marketer, logistics and government regulations might be outside your purview. However, you can engage and win more customers with a sprinkle of personalization in your customer’s purchase journey—just like Tokopedia did. Tokopedia, Indonesia’s largest online marketplace leverages our platform to improve app user retention by 60% and grow its first conversion transaction by 20%. The eCommerce app adoption is slow in Indonesia. As a result, 60% of customers that installed Tokopedia’s app, uninstalled it within the first month. Tokopedia realized the need to create a 1:1 personalized experience for new app users to engage and encourage them to make the first purchase. The brand identified the various stages in the customer onboarding journey where they could send the right messages to eliminate ambiguity in communication, and leveraged MoEngage Omnichannel Flows to create a series of integrated cross-channel campaigns. They targeted users through various channels including push notifications, emails, SMS, and retargeting with personalized messages. Take a look at the onboarding flow diagram: With a robust workflow in place, Tokopedia was able to guide customers from installation to first purchase and grow the number of active shoppers on their app. > Customer journeys are increasingly becoming more dynamic and interconnected in > nature. For brands to win, they must take cognizance of this paradigm and > adapt their marketing tactics. MoEngage helps us seamlessly integrate both > marketing and ad technologies to deliver a unique customer experience while > delivering the optimal messaging experience to the users. – Holy Theodore, > Senior Digital Marketing Strategist, Tokopedia For an eCommerce company, personalized customer experiences and winning the trust of customers is crucial today more than ever, and marketing automation platforms like MoEngage can help you achieve that.  Related Stories – * App Retention: Benchmarks, Strategies, and Best Practices (With Infographics and Videos) * Industry Study: Fintech in Indonesia and How Kredivo Boosts Conversions by 40% * 7 Ways to Improve Customer Experience for Your eCommerce Website * Mobile First Indonesia: Challenges and Opportunities * Industry Study: How OTAs in Indonesia Are Using Personalization to Reduce Churn about the author Akshatha Kamath Akshatha Kamath leads content marketing at MoEngage. She's one of "LinkedIn Content 50", has been recently featured on the list of "The Most Influential Content Marketing Professional" by World Marketing Congress and is among the “100 Fastest Growing Marketers” identified by Adobe. She is a content marketing specialist with close to 12 years of experience in writing, strategizing, and managing content for various organizations. Before MoEngage, she’s steered content marketing teams for companies like Simplilearn, Vizury, and Conzerv helping them with content, brand, and communication strategies that are aligned with their business goals. Akshatha volunteers with AMA SF as a writer. She is also a published author with publications such as Clickz, Digital Market Asia, Get Elastic, and e27. She is an avid reader and a traveler who enjoys experiencing the flavors of life in different places. 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