What needs improvement with MoEngage?

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.

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.

We are still using only a basic set of features. I know MoEngage has more advanced capabilities such as automation and journey-based communication, but we haven't explored those fully yet, mostly because of time and since our use case is quite straightforward for now. It would be helpful if there was a simpler way to set up those advanced features, especially for non-technical users such as us. Sometimes it feels as though you need a bit of guidance to use MoEngage to its full potential. I am interested in exploring more automation, especially for sending a sequence of reminders or follow-ups without having to do it manually every time. Though MoEngage is a really good product, as we are using it on a basic level, one area of improvement is the ease of use for some of the advanced features. For basic communication, it is quite straightforward, but when we try to explore things such as automation or detailed segmentation, it can feel overwhelming at times. The initial setup and understanding of MoEngage took us some time. It would be helpful if there were more simple and step-by-step guides or onboarding support specifically for non-technical users. Sometimes we need to double-check whether messages have reached the right audience, so more clarity in targeting would be helpful. Overall, nothing major, but making MoEngage slightly more intuitive and user-friendly would make a big difference for a team such as ours. One more thing is around integrations. Since we work with different systems for student data, it would be helpful if integrations were a bit more straightforward or required less dependency on technical support. Right now it is manageable, but not something we can handle fully on our own. The basics of reporting are helpful, but sometimes we feel the need for more detailed or customizable reports, especially when we have to present data to management. We still end up doing some manual work there. Our experience with support has been okay overall, but quicker responses or more proactive guidance would really be helpful, especially when we are trying to explore new features or troubleshoot during peak times. We haven't kept a real track of the metrics, but based on our internal observation, there have definitely been some improvements. For training sessions, attendance has probably gone up around 15 to 20%, mainly because of timely reminders. There has been a noticeable drop in missed deadlines, maybe around 20 to 25% fewer cases where students miss application deadlines or assessments. It has saved a fair amount of time as well. Earlier, a lot of effort went into repetitive follow-ups and managing multiple channels, and now that has reduced. I would roughly estimate around 25 to 30% time-saving in communication-related tasks during peak periods. These are not exact numbers, but directionally we have seen a positive shift after using MoEngage.