Use Case Playbook - Abandoned shopping cart

In this video, I will show you how you can implement the Abandoned Cart use case easily using the Journey Optimizer playbooks. The Abandoned Cart use case retargets customers who recently abandoned a cart, which means they added a product to the cart and then did not check it out. The objective of this use case is to increase customer engagement, conversion rates, and revenue. The call to action is to revisit the site and the cart to complete the purchase. And we will be communicating with the customer via personalized content, offers, and messages in the channel of their preference. So let’s dive right in. In Journey Optimizer, you will find the playbooks in the left navigation here under playbooks. Playbooks are tools that allow you to easily create and implement use cases in Journey Optimizer. They will create the required assets for each use case and the journeys so that you are ready to go pretty quickly. As you can see here, we have a whole lot of playbooks, 49 currently. We will be adding more playbooks in future. Currently we have playbooks for Journey Optimizer, Realtime CDP, the different industries supporting the different marketing channels. So for example, for Journey Optimizer, we currently have 34 playbooks. Still a lot. And of course I can go through here and take a look at the playbook. So if I, for example, click on the Abandoned Merchandise playbook, I can see here what this playbook actually covers, what the target audience is, the channels and the technical assets that will be created. But I want to save some time. So let me ask our AI assistant. And I have a prompt that I wrote, which use case playbook should I choose if I want to re-engage with customers who didn’t purchase a product online? So let’s look for that. And here we go. And the AI assistant basically tells me we have the Abandoned Product Browse scenario and the Abandoned Cart scenario. Those are two use case playbooks. Let’s use the Abandoned Cart scenario. And if I go into the scenario here, I can see, remove this, that we have a bit more room. I can see that this use case is part of this playbook. The marketing goal is intelligent re-engagement and to reduce cart abandonment. Here you can see what the flow would be, what the actions are. So Beth adds an item. Beth did not complete the purchase and she gets a reminder message. Then you have the summary, again, the audience, the channels that we’ll be using, as well as the technical assets that have been created. And if I decide to go with this, if I don’t already have one, it will create an inspirational sandbox or take me to the existing one. There we go. We are now in our inspirational sandbox. I can now create an instance for this use case, but I already have instances down here. There’s already an instance Abandoned Cart Product. So let me go in that. I created that earlier. And now you can see which assets have been created. So there’s one journey, two schemas, one audience, and three messages that have been created automatically by the playbook. So let’s go in here and take a look at the journey. Okay, here we have the journey. We have an event that kicks it off, the abandoned cart chopper segment. And you can see here, product list adds to the cart. And then we wait for 30 minutes. And then we check if the customer has checked out in the meantime. So there’s a segment, there’s an audience, the shopper engagement, abandoned cart audience. And then we also check the preferred channel. If it’s SMS, if it’s push, or then for any other channel here, we have an additional path where we say, okay, we have a catch all. So that is our journey. You can modify this journey. So for example, instead of checking if they are part of the abandoned cart segment, I can add an exit criteria. So I could, for example, check an event or an audience. And if, for example, the event, the actual cart checkout happens, I can add that here as an exit criteria for the journey to stop whenever this exit criteria is met for the profile. There are also example messages here that you can modify. And for the push notification, we would have to add that message here. But before we can do that, we would need to configure the push channel, which unfortunately has not yet been configured in the sandbox that we’re using today. So if I go back to the playbook, once I’ve made the changes, I can then publish to the different sandbox and publish it to my development environment. You can see I’m here in the use case playbooks right now. I can publish it to my actual dev or production environment by creating a package and then publishing to the sandbox. Thank you for watching.