3.5. Abandoned cart

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**Contents:**

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=== What is abandoned cart ===

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An **abandoned cart** refers to a customer's unfinished order placement in the online store or Mobile App. The cart is considered abandoned if certain time has passed since the last action with the cart (default time in the test mode is 1 hour). Information about the abandoned cart is stored for a long time during the test mode. Further on, the period of information storage is discussed with the Partner.

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**Note**: at the stage of project configuration and subject to agreement with the Loymax Smart Communications specialists, it is possible to set:

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* time since the last customer's action with the cart, following which the cart is considered abandoned;

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* time during which the abandoned cart is considered as such (the time of storing information about the abandoned cart).

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If required, the time settings can later be changed by sending a request to the Technical Support Service.

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=== How it works ===

Website has a [[JS tracker>>doc:Main.Smart_Communications.SMC_Integration.JS_tracker.WebHome]] installed. The website invokes the JS-tracker method for each customer action related to the cart (adding a product, removing a product, change of product quantity, placing an order) . The tracker transmits information to the [[Smart Communications module>>doc:Main.General_information.Smart_Communications.WebHome]]. If the System has identified the website visitor as a customer, information about their cart is linked to this customer in the Smart Communications module.

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The abandoned cart is displayed in the [[Customer Profile>>doc:Main.Using.Smart_Communications.Customers.All_clients.WebHome||anchor="Profile"]] until customers place an order, or until the cart lifetime expires.

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The following information on the abandoned cart is stored:

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* Date and time of the last access to the cart;

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Contents of the cart.

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There is an option to create a [[campaign>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Campaign_creation.WebHome]] for abandoned cart (using [[Lost cart on the site>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Triggers.WebHome||anchor="HLostcartonthesite"]] trigger). The cart is considered abandoned after the time set in the settings has passed, thereafter the trigger is activated. It is possible to use information about the timing of cart creation and the cart contents in communications with the customer.

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In order to refer to the cart contents in communication with customers, the following data should be uploaded into the System to the product directory:

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* Link to the product image;

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* Link to the product card;

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* Any other expanded product information that needs to be used in communication.

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This data can be uploaded via [[standard integration>>doc:Main.Smart_Communications.SMC_Integration.WebHome]] or via YML import.

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=== Search for customers with abandoned carts in the Segment Builder ===

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The [[Segment Builder>>doc:Main.Smart_Communications.SMC_Use.Customers.User_segments.Segment_builder.WebHome]] allows to find all customers with or without an abandoned cart. A special condition (**there is an abandoned cart)** is used for this purpose.

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|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Cart_segment_en.png" width="1200"/}}

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=== Notifying customers about abandoned carts ===

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It is possible to send a message about an abandoned cart to customers as part of a [[campaign>>doc:Main.Smart_Communications.SMC_Use.Campaigns.WebHome]] or [[mass mailing>>doc:Main.Using.Smart_Communications.Mass_mailings.WebHome]]. [[Template engine>>doc:Main.Using.Smart_Communications.Mass_mailings.Template_builder.WebHome]] of the Smart Communications module allows to use special metavariables in messages that will display the cart contents in the mailing. The example of displaying the cart contents can be found [[here>>doc:Main.Using.Smart_Communications.Mass_mailings.Template_builder.WebHome]].

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=== Instructions for setting up an abandoned cart campaign ===

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Abandoned cart campaign automatically sends messages to customers who have added products to their cart but have not finished placing an order.

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To set up a campaign for abandoned cart, perform the following steps:

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1. Create a campaign with the [[Lost cart on the site>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Triggers.WebHome||anchor="HLostcartonthesite"]] trigger.

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1. Add the [[Filter customers>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Actions.WebHome||anchor="HFiltercustomersA0"]] action, where customers with consent to communications are selected. For example, for[[ email mailing>>doc:Main.Using.Smart_Communications.Mass_mailings.Emails.WebHome]], it's a combination of filters: **e-mail is valid** and **active e-mail newsletter**.

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1. Add the [[Send e-mail action>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Actions.WebHome||anchor="HSende-mailA0"]]. [[Use a metavariable>>doc:Main.Using.Smart_Communications.Mass_mailings.Template_builder.WebHome]] in message to display the cart contents.

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1. After sending the e-mail, there is an option to add the [[Wait>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Actions.WebHome||anchor="HWaitA0"]] action.

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1. Add the [[Filter customers>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Actions.WebHome||anchor="HFiltercustomersA0"]] action, where you should use the filter "**There is an abandoned cart = Yes"**. This is needed to send an e-mail only to those customers who have not yet finished placing an order (they may have done so during the wait time).

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1. Add the [[Send e-mail action>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Actions.WebHome||anchor="HSende-mailA0"]], where you can remind about the unfinished order and, for example, offer a discount coupon.

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**Example for abandoned cart campaign:**

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|(% style="border-color:#ffffff; text-align:center" %)[[image:Cart_campaign_example.png]]

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[[A/B testing>>doc:Main.Using.Smart_Communications.Mass_mailings.A_B_testing.WebHome]] can be used to evaluate the mailing efficiency.

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Navigation

Wiki source code of 3.5. Abandoned cart

author	version	line-number	content
		1	(% class="box" %)
		2	(((
		3	Contents:
		4
		5	{{toc depth="3" start="3"/}}
		6	)))
		7
		8	=== What is abandoned cart ===
		9
		10	An abandoned cart refers to a customer's unfinished order placement in the online store or Mobile App. The cart is considered abandoned if certain time has passed since the last action with the cart (default time in the test mode is 1 hour). Information about the abandoned cart is stored for a long time during the test mode. Further on, the period of information storage is discussed with the Partner.
		11
		12	(% class="box infomessage" %)
		13	(((
		14	Note: at the stage of project configuration and subject to agreement with the Loymax Smart Communications specialists, it is possible to set:
		15
		16	* time since the last customer's action with the cart, following which the cart is considered abandoned;
		17	* time during which the abandoned cart is considered as such (the time of storing information about the abandoned cart).
		18
		19	If required, the time settings can later be changed by sending a request to the Technical Support Service.
		20	)))
		21
		22	=== How it works ===
		23
		24	Website has a [[JS tracker>>doc:Main.Smart_Communications.SMC_Integration.JS_tracker.WebHome]] installed. The website invokes the JS-tracker method for each customer action related to the cart (adding a product, removing a product, change of product quantity, placing an order) . The tracker transmits information to the [[Smart Communications module>>doc:Main.General_information.Smart_Communications.WebHome]]. If the System has identified the website visitor as a customer, information about their cart is linked to this customer in the Smart Communications module.
		25
		26	The abandoned cart is displayed in the [[Customer Profile>>doc:Main.Using.Smart_Communications.Customers.All_clients.WebHome\|\|anchor="Profile"]] until customers place an order, or until the cart lifetime expires.
		27
		28	The following information on the abandoned cart is stored:
		29
		30	* Date and time of the last access to the cart;
		31	* (((
		32	Contents of the cart.
		33	)))
		34
		35	There is an option to create a [[campaign>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Campaign_creation.WebHome]] for abandoned cart (using [[Lost cart on the site>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Triggers.WebHome\|\|anchor="HLostcartonthesite"]] trigger). The cart is considered abandoned after the time set in the settings has passed, thereafter the trigger is activated. It is possible to use information about the timing of cart creation and the cart contents in communications with the customer.
		36
		37	(% class="box infomessage" %)
		38	(((
		39	In order to refer to the cart contents in communication with customers, the following data should be uploaded into the System to the product directory:
		40
		41	* Link to the product image;
		42	* Link to the product card;
		43	* Any other expanded product information that needs to be used in communication.
		44
		45	This data can be uploaded via [[standard integration>>doc:Main.Smart_Communications.SMC_Integration.WebHome]] or via YML import.
		46	)))
		47
		48	=== Search for customers with abandoned carts in the Segment Builder ===
		49
		50	The [[Segment Builder>>doc:Main.Smart_Communications.SMC_Use.Customers.User_segments.Segment_builder.WebHome]] allows to find all customers with or without an abandoned cart. A special condition (there is an abandoned cart) is used for this purpose.
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		52	\|(% style="border-color:#ffffff; text-align:center" %){{lightbox image="Cart_segment_en.png" width="1200"/}}
		53
		54	=== Notifying customers about abandoned carts ===
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		56	It is possible to send a message about an abandoned cart to customers as part of a [[campaign>>doc:Main.Smart_Communications.SMC_Use.Campaigns.WebHome]] or [[mass mailing>>doc:Main.Using.Smart_Communications.Mass_mailings.WebHome]]. [[Template engine>>doc:Main.Using.Smart_Communications.Mass_mailings.Template_builder.WebHome]] of the Smart Communications module allows to use special metavariables in messages that will display the cart contents in the mailing. The example of displaying the cart contents can be found [[here>>doc:Main.Using.Smart_Communications.Mass_mailings.Template_builder.WebHome]].
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		58	=== Instructions for setting up an abandoned cart campaign ===
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		60	Abandoned cart campaign automatically sends messages to customers who have added products to their cart but have not finished placing an order.
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		62	To set up a campaign for abandoned cart, perform the following steps:
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		64	1. Create a campaign with the [[Lost cart on the site>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Triggers.WebHome\|\|anchor="HLostcartonthesite"]] trigger.
		65	1. Add the [[Filter customers>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Actions.WebHome\|\|anchor="HFiltercustomersA0"]] action, where customers with consent to communications are selected. For example, for[[ email mailing>>doc:Main.Using.Smart_Communications.Mass_mailings.Emails.WebHome]], it's a combination of filters: e-mail is valid and active e-mail newsletter.
		66	1. Add the [[Send e-mail action>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Actions.WebHome\|\|anchor="HSende-mailA0"]]. [[Use a metavariable>>doc:Main.Using.Smart_Communications.Mass_mailings.Template_builder.WebHome]] in message to display the cart contents.
		67	1. After sending the e-mail, there is an option to add the [[Wait>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Actions.WebHome\|\|anchor="HWaitA0"]] action.
		68	1. Add the [[Filter customers>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Actions.WebHome\|\|anchor="HFiltercustomersA0"]] action, where you should use the filter "There is an abandoned cart = Yes". This is needed to send an e-mail only to those customers who have not yet finished placing an order (they may have done so during the wait time).
		69	1. Add the [[Send e-mail action>>doc:Main.Smart_Communications.SMC_Use.Campaigns.Actions.WebHome\|\|anchor="HSende-mailA0"]], where you can remind about the unfinished order and, for example, offer a discount coupon.
		70
		71	(% class="box" %)
		72	(((
		73	Example for abandoned cart campaign:
		74
		75	\|(% style="border-color:#ffffff; text-align:center" %)[[image:Cart_campaign_example.png]]
		76	)))
		77
		78	(% class="box infomessage" %)
		79	(((
		80	[[A/B testing>>doc:Main.Using.Smart_Communications.Mass_mailings.A_B_testing.WebHome]] can be used to evaluate the mailing efficiency.
		81	)))