5 Compelling Reasons Why Customers Switch to MoEngage
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As a B2C marketer, you might feel trapped by your current customer engagement solution.
The frustrations are all too familiar: a clunky user interface, long implementation times, and the need for constant engineering support…
You dream of creating impactful customer experiences but are limited by your existing tools.
It’s time to envision a brighter future where your marketing efforts are efficient, effective, and truly transformative.
Enter MoEngage, a platform designed to address your pain points and elevate your marketing strategy.
In this article, we’ll discuss the main reasons why customers switch to MoEngage as their customer engagement platform (CEP) of choice and move away from their previous solutions, what they love about using it, and how they are using MoEngage to enhance their engagement programs.
Let’s dig in.
5 Reasons Why Customers Switch to MoEngage
1. Poor User Interface and Ease of Use
Challenges with Competing Solutions:
After speaking with hundreds of customers, we’ve identified one of the key reasons marketers decide to leave: many incumbent platforms (especially legacy systems) have a disjointed and unintuitive interface, requiring a steep learning curve and constant engineering support for simple tasks.
This obviously presents significant challenges for marketers, leading many to seek alternatives.
These legacy systems can be incredibly inefficient, making simple tasks time-consuming and frustrating. This inefficiency often results in higher training costs because the platforms are hard for users to understand, necessitating ongoing education.
In this situation, marketers find themselves overly dependent on engineering support for routine operations, causing delays and creating bottlenecks. The constant need for assistance not only drains resources but also leads to user frustration and low satisfaction, impacting morale and adoption rates.
Also, the complexity of these interfaces increases the likelihood of errors, resulting in inaccurate data and reports that can misinform decision-making. These inefficiencies can place companies at a competitive disadvantage, causing them to lag behind more agile competitors who leverage user-friendly tools.
By switching to a more intuitive, flexible platform, businesses can enhance productivity, reduce costs, improve user satisfaction, and maintain a competitive edge in the market.
How MoEngage Addresses These Challenges:
MoEngage offers a user-friendly, intuitive interface designed specifically for marketers. With no coding skills needed, the platform features a modern, clean design focused on usability and efficiency. The drag-and-drop functionality and WYSIWYG (what you see is what you get) editor make creating and managing campaigns effortless.
The customizable dashboard gives you a clear view of key metrics, campaign performance, and user engagement, so navigating through different modules feels seamless. Plus, MoEngage integrates smoothly with supporting vendors like SendGrid and AWS.
Unlike some other platforms where you have to jump between different systems to manage email campaigns, push notifications, and more, MoEngage lets you handle everything from one dashboard. This integration boosts productivity, cuts costs, improves user satisfaction, and helps you stay competitive in the market.
To make things even easier, there’s extensive documentation, helpful models built into the platform, and responsive customer support. You can maximize all the platform’s features without needing constant help from your engineering team. And if you’re ever curious about how to create different campaigns, MoEngage includes images and videos that show you just how easy it is.
“Prior to MoEngage, there was a clear disconnect between our technology and marketing teams here at PCH (Publishers Clearing House). When marketing had ideas, we would present them to the technology team, who then would work separately and come back with certain requirements. A typical email could take six to eight weeks to build, but with MoEngage we have the ability to create, launch and optimize all our marketing campaigns right at our fingertips. When we started evaluating MoEngage, I couldn’t believe that marketers can actually get into the platform themselves to use all the tools for their own marketing initiatives.” – Eve Fish, AVP Digital Marketing, PCH
2. Lack of Comprehensive Capabilities and Integration
Challenges with Competing Solutions:
Another issue customer marketers deal with has to do with their current solution not having robust enough capabilities for things like:
- Data integration,
- Personalization,
- AI-powered optimization
- Omnichannel communication and
- Reporting
Unfortunately, many competing solutions lack the advanced capabilities that MoEngage offers in these areas.
For example, there is a well-known vendor in the space who has an impressive CRM system with robust data capabilities, but they lag behind when it comes to catering to mobile-centric businesses.
They do not offer any features that can help brands enhance their Push Notifications reachability, limiting the possibilities for successful omnichannel communication.
As another example, creating and implementing web personalization initiatives with competing vendors can require a great deal of time and resources depending on which Customer Engagement Platform you use. You may need to rely on the technical team for support for basic updates, leading to higher dependency and go-live timelines.
And when it comes to analytics and reporting, MoEngage significantly outranks the competition as seen based on real user reviews:
Without strong omnichannel functionalities, personalization features, AI-powered optimizations, and website personalization, customer marketers struggle to deliver tailored experiences. On top of that, poor reporting and analytics capabilities create data silos, making it difficult to gain actionable insights.
Addressing these gaps with a more comprehensive solution can significantly enhance customer engagement and operational efficiency.
How MoEngage Addresses These Challenges:
MoEngage stands out as a comprehensive, integrated platform with a strong omnichannel focus. It supports over 12+ communication channels from a single interface, simplifying marketing efforts and enhancing efficiency.
In The Forrester Wave™: Real-Time Interaction Management report, MoEngage received top scores across the digital marketing and experience personalization criteria. Our customers praised the platform for its hands-on support and seamless integration with their existing systems.
According to a recent reviewer on the Gartner Peer Insights, the MoEngage team helped throughout their implementation process, making for a smooth experience that formed the foundation of a trusting relationship.
Image Source: Gartner Peer Insights
One of the standout features of MoEngage is its extensive partner ecosystem and robust App Marketplace. This ecosystem includes integrations with a wide range of technology providers, such as CDPs, CRMs, loyalty programs, and more.
These integrations make it easy for businesses to orchestrate successful customer experiences without the hassle of managing multiple platforms. By connecting seamlessly with partners like mParticle, Amplitude, Shopify, and more, MoEngage ensures that all your marketing efforts can be managed from a single, intuitive dashboard.
“We found integration with MoEngage to be straightforward and were able to beat integration deadlines by weeks. I’ve found no issues jumping into the platform and creating campaigns or flows. The well-designed UI makes it easy for me to find what I need. We’ve had to transition from using a different service, and the process has been seamless.” – Nicholas Diluzio, Growth Manager, Drop
MoEngage’s powerful personalization capabilities, advanced localization features, and AI-powered assistant provide deep insights and predictive analytics. These features enable highly personalized and effective marketing campaigns, all accessible via a self-serve, no-code platform.
This is why, when compared to several alternatives, MoEngage is consistently rated higher than competitors like Braze, Iterable, and Salesforce Marketing Cloud for overall platform capabilities and performance:
“Our previous provider was like giving your grandfather a supercar, it’s just way more than he’ll ever need. There was so much clutter, so many different functions and we didn’t really feel like what we were paying for was what we were getting out of it. We wanted to find a platform that not only me, but any person who picked it up on a given day, could feel empowered and supported. We also had to rely on a third party for support, whereas at MoEngage we have a dedicated CSM who we can’t speak highly enough of!” – Jessica Simeone, Direct Marketing and Communications Manager, Octapharma
3. Support and Customer Success
Challenges with Competing Solutions:
When it comes to limitations in customer support, the challenges are two-fold: product-related and strategy-related.
Regarding product support, customers said their previous vendors didn’t provide adequate assistance when they faced technical problems or questions. They experienced long wait times and often received vague answers instead of real solutions.
On Gartner’s website, one Braze reviewer mentioned that onboarding and support were both been areas where there’s much to be desired. “Onboarding consisted of mostly re-iterating the online async course material. Any questions that arose needed to be sent to the Braze team. It was a horrible game of telephone that wasted time.”
We’ve heard from our customers that many of our competitors lack strategy expertise and don’t help their customers learn the best ways to use the platform for their specific business goals. Their support teams lack subject matter expertise and can’t explain upcoming trends, best practices, or collaborate on innovative ideas.
This is unfortunate because customers may not fully utilize the platform’s potential, leading to suboptimal results, lower return on investment, and missed opportunities for growth and innovation. Without strategic guidance, customers can struggle to achieve their business objectives, ultimately affecting their satisfaction.
How MoEngage Addresses These Challenges:
MoEngage prioritizes a customer-centric approach to support, providing dedicated customer success consultants to ensure smooth onboarding, platform adoption, and ongoing optimization.
Our support team is renowned for its responsiveness, while our professional services team collaborates with clients to strategize for future growth and success. This ensures that marketers can effectively implement advanced use cases and fully leverage the platform’s capabilities.
Our clients rely on MoEngage as experts in customer engagement. They trust our professional services team to stay ahead of industry trends, such as the shift from AI to generative AI.
Additionally, clients look to us for new product releases that can help streamline their marketing strategies, whether they are facing budget constraints, bandwidth limitations, or KPI achievement challenges.
“Here at Soundcloud, we consider MoEngage as a true partner with over 90+ team members across content, product, and marketing using the platform on a daily basis to create, launch, and deliver engaging experiences for our fans and artists. Their support teams helped us migrate 200 live campaigns from a previous provider seamlessly in 12 weeks, while also providing custom support to solve our biggest challenges.”– Hope Barrett, Director of Product Management
4. Pricing Transparency and Flexibility
Challenges with Competing Solutions:
There’s no way around the fact that pricing is a critical factor for organizations when they assess new technology spend. This is because it directly impacts budgets and financial planning.
While high costs can limit the accessibility of some competing solutions, options in the bottom tier of pricing typically lack vital functionality. Our customers have expressed that previous vendors they’ve worked with utilize variable and opaque pricing models, which often lead to unexpected costs and budget overruns. Also, dependency on third-party tools for things like analytics and reporting can increase expenses even more.
Having a platform for customer engagement instead of a network of point solutions is beneficial for keeping costs manageable while giving marketers a 360-degree view of their customers.
How MoEngage Addresses These Challenges:
With many of our competitors, pricing is dependent on data points, which could result in frequent and unexpected overages.
MoEngage offers transparent and scalable pricing, providing a clear cost structure with extensive features across all packages. Built-in advanced analytics and reporting capabilities eliminate the need for third-party tools, streamlining data management and reducing expenses.
Our simple pricing has four components:
- Platform Edition – MoEngage SDK, personalization, automation, analytics, & more.
- Add-Ons (Channels and Features) – Pricing is dependent on channel, volume, or data streams.
- Customer Success & Support – Business Reviews, benchmarks, and industry practices.
- Technical Implementation & Onboarding Services – One-time cost on Integration, go-live, and campaign support.
With MoEngage, the cost will vary based on the number of Monthly Active Users (MAUs) and User Events. You will receive a clear and upfront estimate of the costs and inclusions based on these variables, ensuring transparency from the start.
5. Security and Compliance
Challenges with Competing Solutions:
One of the other main reasons many customers (especially larger organizations or those in regulated industries like banking) choose MoEngage is our deep dedication to security and compliance.
Lax security and compliance measures can expose businesses to risks, especially those in regulated industries. This can lead to data breaches, legal penalties, and loss of customer trust.
According to the Federal Trade Commission, imposter fraud is the second most common type of fraud that could lead to financial losses for customers. Consumer-facing brands must be vigilant about protecting and using customer data and careful about storing, processing, and managing data points to meet legal requirements.
Failure to comply with PII protection and privacy can result in financial losses, reputational damage, and operational disruptions, making robust security and compliance essential for protecting sensitive information and maintaining regulatory standards.
How MoEngage Addresses These Challenges:
At MoEngage, safeguarding customer data and ensuring compliance with worldwide privacy standards is our top priority. MoEngage prioritizes security and compliance, adhering to global standards like GDPR and CCPA to protect data and maintain customer trust.
Our platform offers enterprise-level security features, including Single Sign-On (SSO), Two-Factor Authentication, and role-based access controls. We also support rapid fraud alerts and comprehensive auditing, reducing the reliance on engineering teams.
MoEngage’s data protection practices include:
- Data Centers: We provide our global clients with independent AWS-based data centers across 5 locations on 3 continents, ensuring compliance with regional laws and regulations.
- Segregation: MoEngage is a multi-tenanted cloud platform with physically and logically separated environments to prevent data from being merged or mixed up. Each customer database has a unique identifier.
- Physical Separation: Dedicated environments for Production, Stage, Test, and Development.
- Logical Separation: Implemented at the network level via Tenant’s Account IDs and Role-Based Access Control (RBAC). Processing is done via a dedicated AWS Instance.
- Storage Separation: Dedicated storage buckets per customer with account IDs and RBAC in MongoDB.
- Encryption:
- End-to-End SDK Encryption: Protects user data exchange on mobile devices.
- Data in Transit: Secured via HTTPS (TLS 1.2 and mTLS), with backups protected by AWS.
- Data at Rest: Encrypted using the industry-standard AES-256 algorithm. AWS Key Management Service securely controls the master key.
- PII Encryption, Masking, and Tokenized Sending:
- PII Data Encryption: User and event attributes marked as PII are encrypted.
- PII Masking: PII-marked attributes are not displayed or downloadable from the MoEngage dashboard.
- PII Tokenized Sending: Allows engagement without storing or logging PII data on the platform.
MoEngage’s commitment to security is further demonstrated through our compliance and certifications, including:
- Certifications: AWS Digital Experience Competency Certificate, AWS Retail Competency Certificate, AWS Travel and Hospitality Competency Status, GDPR Compliance, CCPA Compliance, ISO 27001:2013 Compliance, SOC 2 Type 2, CSA STAR Level 2, and NIST Risk Management Framework.
Over 1200 brands trust us with their data, recognizing the robustness of our security-first approach, which is embedded in our culture and practices. This makes MoEngage a trusted partner for organizations that prioritize data security and regulatory adherence.
Learn more about MoEngage’s security policies in our trust center here.
Why Customers Switch to MoEngage: Concluding Thoughts
It’s understandable that switching vendors can feel daunting, but we’ve seen that it’s a crucial step towards achieving greater success. Not only that, brands who migrate to MoEngage often find that with careful planning and the right support, platform migration and implementation can be a smooth and rewarding process.
Imagine a future where your customer marketing efforts are not bogged down by technical limitations but are instead driven by innovation and efficiency.
MoEngage addresses these pain points head-on, offering an intuitive interface, comprehensive features, and stellar support. With transparent pricing and top-tier security, MoEngage empowers you to focus on what truly matters—creating impactful customer experiences.
Many marketers have found new potential with MoEngage, moving beyond the frustrations of clunky interfaces and inadequate support because our platform is not just a tool but a growth partner capable of driving significant business outcomes.
Don’t let fear of change prevent you from unlocking your full potential. Embrace change and take your marketing strategy to new heights. Sign up for a MoEngage demo today and start your journey towards transformation and long-term customer happiness.
