Imagine knowing why someone abandoned their cart

Originally published January 28, 2020

Many products can tell you that a customer abandoned the shopping cart and that's good to know, but they don't tell you why. If you knew why, think of the possibilities...

At Acoustic, we know many of our customers look for new ways to combat cart abandonment. We also know how helpful it would be if our customers knew the reason why. Knowing the "why" gives marketers the opportunity to respond appropriately.

With the power of Acoustic Experience Analytics (Tealeaf), Acoustic Campaign and Acoustic Exchange, our new Behavioral Campaign feature can trigger email notifications to potential customers who may have abandoned their cart or send a notification to support if something is broken in the checkout process. By sending different parameters and events from Experience Analytics via Exchange, you can connect Campaign and be ready when things go wrong.

For example, imagine a new customer, Bob, is about to checkout after picking out the perfect holiday gifts for his family. He goes to click "order" and gets an error code. Naturally, Bob is frustrated.

Most campaigns would interpret this as a Cart Abandonment and concurrently follow up with a "Did you mean to abandon your cart?" email. This sort of communication only adds insult to injury, driving customers away in droves.

With Behavioral Campaign set up, Experience Analytics (Tealeaf) flags and forwards the session to a development team to fix the problem, and Acoustic Campaign automatically forwards the affected visitors a discount code as a way of apology.

If you know why someone abandoned their cart, your campaign can respond intelligently and optimize the customer experience. Cases like Bob's show customers that you know where they're struggling and that you want to make up for it.

We're excited about our new release and think it can be a game changer. Please connect with your Acoustic representative to learn more.