Cart Abandonment Scenario
Business Objectives
Cart abandonment is one of the biggest challenges digital retailers face today. Some people got distracted, some of them just found cheaper products. It is important to have good marketing strategy and relevant messaging to keep customers engaged and try to make them come back and finish the purchase. Cart Abandonment Email are a good pattern for this strategy.
Scenario
Starting point
- Luma Website: https://luma.adobedemosystem.com/
Before the demo you can register on Luma page using the registration form, or create the account during the checkout process.
If you already done scenario about Loyalty, you can use the same profile by login in.
Alice is browsing Luma equipment category and is interested in Yoga Straps. She adds them to the cart.
Go to the equipment page, open the Yoga Straps products and add it to the cart.
She continues the purchase process, but gets distracted and stops on the Order summary screen.
Go to the Order Summary page and don't click the "Complete order" button. Wait 30 seconds to get the email.
Alice receives a message in her inbox, reminding her about the abandoned purchase.
Next day she passes the Luma store and receives a message to her phone that the Yoga Straps are available there and the if she will buy it now, she will get double points.
Open the Journey Trigger project. Search for Alice's profile by typing her email address. Click the "Trigger Journey" button next to Luma Store Proximity.
Alice revisits the Luma website, resumes from where she left off, and completes her Yoga Straps purchase online.
Once the purchase is complete, Alice receives a confirmation email and push notification that her order is being processed, and shipping is initiated shortly after, keeping her informed about the delivery progress.
To try this experience yourself, navigate to the Journey Trigger project and click on the trigger event labeled “Simulate shipment of the last order.”
Once the order is shipped, Alice receives her delivery and shortly after gets an email from Luma requesting feedback on her purchase experience. This timely follow-up keeps her engaged even after the transaction is complete.
To experience this flow, navigate to the Journey Trigger project and click on the trigger event labeled “Send post purchase information.” By clicking this button, you will trigger an email as part of the Luma purchase journey, inviting the customer to share feedback on their recent shopping experience and the items they purchased.
