If a user is making a purchase from your online web-portal, and abandons their cart or order prior to purchasing, to send a digital communication that will seek to win the lead back to confirm their purchase.
Site Monitor must be installed on your website for this process to function properly, as the criteria that we are looking to leverage will be specific to the lead's web-activity.
There should be a unique page URL for the lead's cart review as well as a confirmation of purchase.
It's important that there is a redirect URL between the cart confirmation and successful order form to confirm that the lead has in-fact abandoned their cart. Without a 'buffer' page (in almost all cases there is, specifically pertaining to entering payment info) you'll be able to control and know that a lead has viewed a confirmation of their cart but has not purchased those items.
Step 1: Navigate to Manage--->Automation Manager or Create--->Automated Campaign from the INBOX25 navigation panel. If you navigated from the 1st option, you'll need to click 'create new track' up at the top of the manager
Step 2: Name your workflow and select the target audience. It's important to understand where your data primarily resides in order to properly target visitors to your website who may abandon their carts/orders. You'll also want to select the matching setting 'Smart Campaign' in case the record no longer meets the criteria as they progress through the workflow.
Step 3: Define your conditions.
For this process, you're going to want to combine multiple Web-Activity Conditions in order for the system to identify that a visitor has indeed visited your cart confirmation page, but has not purchased the items from their cart. These conditions will be set to a 'Match All' operator'.
For the first condition, we're going to define that a visitor has NOT visited a specific page from our main domain. To be able to accurately plug-in the successful order URL, we recommend snagging the URL directly from your browser and pasting it into the last input box. For our example, 'mydomain.com' would be replaced with your company name.
For the next condition, you'll want to select that the visitor HAS visited a specific page, in this scenario, your cart confirmation page.
Step 4: After you add your two conditions, you'll need to define an action, so click on 'Add Action'
Because you're defining more than one Condition in a block, you'll be prompted to define if ALL or ANY condition can be matched for a record to enter the workflow. Make sure to select 'Match ALL'.
Step 5: Select a Wait Connector. This will be the time from when a record has been matched into the workflow, to when you'd like the Action to execute. If you want the email communication to be sent fairly imminent from the abandonment, select 1 minute.
Step 6: Now you need to define your Action.
Because you'll be sending a digital communication, select 'Send Email'. You can select previously generated or deployed content, or create a brand new message. You will be prompted through the Email Creation Wizard. Once your message is completed, you'll be taken back to the workflow.
In the message, you'll want to clearly define one call-to-action, being to request the lead to navigate back to their cart. We recommend to make it short, sweet and to the point. Above is an example.
Step 7: After you've saved your Action, click on 'End Campaign'. You're all set!
Here's a snapshot of the completed workflow, with the conditions and action inserted.
Can I continue the workflow past the system sending one email?
Answer: Absolutely, you can always add more conditions and actions to the workflow prudent to your use case. One recommended path you could take is to add another condition using 'Campaigns' and checking if the lead Did Not Open the email. If so, you can add another action of sending another email communication (and we suggest changing the subject line and copy to be stronger verbiage). Please note that it's recommended to pause an active workflow before editing it, to mitigate unintended consequences.
Will this pick up on ALL visitors on my site?
Answer: Not necessarily. This and any workflow using Web-Activity only takes into account 'Known' Visitors to your website. Factors like a record having cookies disabled on the browser or a record who has not yet been identified by Site Monitor will not run through the workflow. Visitors can be identified by Site Monitor by either clicking through an Email Campaign to your website or from an INBOX25 form conversion.