What needs improvement with MoEngage?

I think MoEngage's AI capabilities comply with all the security norms. Regarding the accuracy and reliability of MoEngage's AI capabilities, I think it takes a lot of time to learn and can be optimized. There is definitely scope for improvement, and the better data you feed into it, the better it gets. However, it can learn more, and the speed can be improved. I think there are more tools available in the market that are very competitive and similar to MoEngage. MoEngage is a bit on the expensive side considering the features available, especially since similar features are available in the market. If there is something that can be worked around to bring down the cost, it will definitely increase the ROI for the users of MoEngage.

Overall, I think MoEngage is a strong platform, especially for customer engagement and lifecycle marketing. If I had to suggest a few improvements, they would be to simplify advanced journey configurations. As journeys become more complex with multiple branches and conditions, they can become difficult to manage. Better visualization and debugging would help. I would also like more customizable dashboards. While the analytics are comprehensive, I would appreciate more flexibility to create role-specific dashboards for product, marketing, and leadership teams. Additionally, deeper artificial intelligence-powered recommendations would be beneficial. Suggestions for the best channel, optimal send time, or the next-best action based on user behavior would make campaign optimization even easier. These are enhancements rather than shortcomings. Overall, I found MoEngage to be a robust and easy-to-use platform that supported our engagement and product goals very well.

So far, I have not faced many issues with MoEngage. It would be great if you could improve the impression rate of push messages, but I know that is not within your control. What makes MoEngage just shy of a perfect ten for me includes slight things that could be improved, such as the impression rate. Additionally, when I download the report, it has a lot of unwanted content that is not necessary. That could be one area for improvement. Regarding MoEngage's AI capabilities, I think there is something to improve. I have not used that much, so I am not the right person to comment on it comprehensively. MoEngage's AI is in a beta version, and there are probably some features to improve. AI is not there yet, in my personal opinion.

The one thing that needs to be improved is the customer service itself. We experienced trouble when we wanted to send the campaign via WhatsApp; MoEngage is connected with our another platform for WhatsApp communications, but suddenly our template that was created on our another platform could not be synced with MoEngage, which is a case not solved until now as I have complained to their customer service since three months ago.

I feel that improvements are needed. I think there should be enhancements such as a more efficient RCS connector to reduce the time spent on manual template additions, especially since I operate in a B2C space with a large campaign volume, and reporting capabilities should allow for a deeper dive into performance data. Majorly, I believe improvements are needed for the RCS tracking metrics, template management, and unrestricted access for the cloud connector to enable more detailed insights into my campaigns.

MoEngage mostly covered the features which I expected, so I do not have any comments on areas for improvement.

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.

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.

MoEngage can be improved primarily as the reporting is not good, so if I want to see detailed customer information, how much messages I have sent, and what the impact is, those things are not good in MoEngage.Regarding needed improvements, mainly the data analysis is where they have to focus because I can say it is not so useful, and I have to depend on some other tool for analysis; integration is okay for using WhatsApp, SMS, or email, but post-analysis is not good at all.

MoEngage is very specific about coming up with new features, but I believe the implementation of those use cases should be much better with some more clarity regarding the new features they are releasing, which is one thing I think should improve. On the positive side, there are many useful customizations available. MoEngage is coming up with different types of features, but the guidance for those features should be presented in a way that everyone can understand. The features they launch should include training sessions to help teams grow using these developed features. There are no issues regarding integrations, but when a new feature or product release happens, I only receive an email stating that it is released. However, there should be a demo or something similar where the support team assists everyone. They should not solely rely on newsletters or a single seminar for all, as that does not address individual needs. I feel we should have one-on-one contact with the teams to help us understand more about the features in detail. Having the support team be more proactive is one improvement needed. Other than that, there is nothing much to address.

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.

MoEngage can improve by making the process of tracking events easier. Currently, it is difficult for me to view the events of a particular user. When I compare MoEngage with Mixpanel, I find that Mixpanel offers certain better features. When I need to view all the events of the app, Mixpanel gives me a perfect view, but this functionality is not available in MoEngage right now. I chose a rating of eight because if MoEngage had all events available on a home page and if user properties were visible correctly, it could be a ten for me.

While MoEngage is one of the top marketing automation tools available, I have found that integrating it with other platforms can be moderate compared to Salesforce Marketing Cloud, where data flow processes such as daily data dumps and real-time data refreshes are easier to manage. I chose eight and a half for my rating because of MoEngage's user-friendly environment, while reserving one and a half points due to some areas needing improvement related to data enhancement and buffering times compared to Salesforce Marketing Cloud.

While the combinations of Flows, behavioral analytics, and RFM are good, I would also appreciate the ability to record user behavior on screen as a product manager, to analyze what users focus on before making interactions. I wish MoEngage could provide screen recordings of user behavior, allowing me to define a user's journey through events and see how much time they spend before making decisions, such as from brands onboarding to brand redemption. Improvements for MoEngage could include providing extra benefits without additional charges while ensuring the AI capabilities are released faster and improved in quality. MoEngage's AI capabilities could improve, especially in helping me determine how to target certain user groups effectively rather than sending broad notifications to all users. The accuracy and reliability of MoEngage's AI capabilities are acceptable; they are neither exceptional nor poor.

An area where MoEngage can be improved is by adding features through more in-depth onboarding tutorials, since a new user may take time to get used to the wide range of features. Also, it would be beneficial to add alerts for patients who give a very low score in appointment feedback, so we can monitor customer satisfaction effectively. In terms of needed improvements, MoEngage can be more effective by becoming more personalized to the specific needs of the patients we are treating. For instance, if a patient has recently had cavity-filled treatment, we could send reminders about next steps or preventive dental check-ups, which would enhance awareness among patients and potentially increase clinic visits. I would prefer to see MoEngage become more relevant to the healthcare field by adding features that are useful in our daily dental operations. For example, after a patient completes treatment, it could follow up for the next treatment or suggest preventive measures they can take, as well as inform them of additional services available in our clinic.

There is definitely room for improvement in MoEngage. A few challenges and pain points I have experienced include the learning curve for advanced features. Although the basic interface is user-friendly, some advanced capabilities such as complex segmentations, journey logic, and event configuration can present a steeper learning curve. Our new users require training to fully utilize the platform, and debugging complex journeys is not always intuitive. Improvement in guided workflows or more interactive onboarding would help us make better use of MoEngage. While the platform provides solid analytics, there are limitations regarding deep customization and advanced reporting, with limited flexibility in creating highly custom reports. We have noted that exporting and combining data for deeper analysis sometimes requires external tools, so enhancing analytics capabilities or offering more customizable dashboards would significantly add value to the platform. Additionally, we have observed minor delays in real-time data syncing when managing large user volumes, and event-based triggers may occasionally face delays. While these are not major issues, improving real-time responsiveness would strengthen time-sensitive campaigns on our platform. One improvement would be UI/UX enhancements in campaign management because, while the UI is generally clean, managing multiple campaigns and journeys at scale can feel slightly cluttered. Navigating between campaigns and flows can be optimized, and better visualization for complex journeys would help us significantly. A more streamlined interface for large-scale operations would enhance usability. I believe one area for further development could be more advanced AI-driven automation. For example, smarter recommendations for campaign timing, audience selection, or next best actions would be beneficial. While the current predictive features are useful, further maturity would make the platform even more proactive and reduce manual optimization efforts.