RETAIL & E-COMMERCE | RETENTION

A Deep-dive into Blibli’s Seamless Omnichannel Commerce Journey

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About Blibli

Founded in 2011, Blibli is the pioneer and leading omnichannel commerce brand and lifestyle ecosystem in Indonesia, focusing on serving digitally connected retail and institution consumers nationwide.

We wanted to innovate the way we engage with our customers. And MoEngage was more than able to be on-par with our pace of innovation. We are very confident in our long partnership with the Insights-led customer engagement platform

Fanky Mulia

VP of CLM Marketing, Blibli

We use MoEngage to analyze our customer behavior and create segments to engage based on it. We also A/B test our communication for each of these segments and are able to find out which version works best for our customer. This enables us to engage our customers better and move them along the Lifecycle journey, ultimately driving customer loyalty.

Santa Mooy

CRM Lead, Blibli

Optimizing anniversary sale to move customers down the funnel

For the Blibli Anniversary Sale, the team used MoEngage to analyze customer behavior, and based on that created segments to engage better.

They A/B tested their communication going out to each of these segments and found the best version, which enabled them to meaningfully engage and move customers along the lifecycle journey, ultimately driving loyalty.

Blibli deepens customer understanding and personalizes better, leading to improved loyalty

Blibli strives to invest in human resources and technology, instead of spending money on massive promotions. The purpose is to better understand customers to serve them better in the future and drive utmost customer satisfaction.

This is where MoEngage became a part of the Blibli Martech stack, helping the team reduce a lot of manual intervention and access deeper analysis and actionable insights. With all of resources, including MoEngage, the team was able to increase customer loyalty and aims to continue doing so, much more than before!

Products Used

Custom Segments

Customer Insights & Analytics

Customer Journey Orchestration

MoEngage Analytics

Omnichannel Flows

Push Notification

The Solution

Blibli focused on becoming the leading omnichannel commerce and lifestyle platform in Indonesia. To achieve their customer engagement goals, they leveraged MoEngage’s dynamic result-oriented features and capabilities. Here’s how Blibli solved their customer engagement bottlenecks and drove results:

Customer Drop offs: Used MoEngage’s Customer Journey Orchestration, Smart recommendations via cart abandonment campaigns, etc.
Campaigns and Communication: Used A/B testing to understand customers’ communication preferences and buyer affinities.
Customer Cohorts: Used MoEngage’s advanced segmentation capabilities and sent personalized messages to each group.
Retention and Repeat Purchases: Leveraged Push Notifications and Email to drive customers to engage and repurchase.

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