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Cart Recovery Automator

Cart Recovery Automator Setup

WhatCount’s Cart Recovery automator re-engages customers who have added items to their cart but not completed the checkout process.

Important: Cart Recovery requires the installation of WhatCount’s Behavioral Track & Trigger JavaScript code on your site before you can activate this automator.

1 - Assign Recipients

The default recipients for a Cart Recovery automator are all eligible buyers. 

You can customize the audience for your Cart Recovery campaign by clicking the select menu next to “Send this Campaign to” and selecting the option Custom Segment. Use the segment builder to create conditions to narrow your audience. (Read more about how to use the WhatCounts Segment Builder.)

2 - Set Triggers

Cart Recovery emails can be triggered by:

  • The number of items in the abandoned cart
  • The total value of the abandoned cart

You can target a Cart Recovery email based on one or both trigger criteria. WhatCounts will respect your overall frequency cap settings across all your automators. Learn more about frequency caps.

WhatCounts also offers anti-gaming technology designed to circumvent customers who may be deliberately abandoning carts to generate additional coupons. We recommend including anti-gaming on any Cart Recovery campaigns you create.

3 - Build & Schedule Emails

Fill in your campaign’s From Address and From Name. You must use a From Address that has been validated by your email service provider in order for emails, including test emails, to successfully send. 

Write the subject line for your emails and schedule when you would like customers to receive them. (Default send times are based on Cart Recovery best practices.) You can also add additional emails to your campaign on this page by clicking the Add an Email link.

Select and customize a template for each email in your series. Additional emails will inherit styles from Email 1, but they can also be customized as needed. Read more about customizing email templates in WhatCounts.

4 - Review Emails

Review your email content and send conditions one last time. Send test emails to yourself or other stakeholders. Choose whether or not you want want to sync the Campaign's audience to a Facebook Custom Audience. When you are ready to activate the campaign, click the “Activate Your Automator” button. Otherwise, click the “I don’t want to activate this automator yet” link to return to the Campaigns page

If you have not installed the WhatCount’s Behavioral Track & Trigger JavaScript code onto your site, this step will remind you to do so. If it’s already installed, this step will confirm if it was installed successfully.

Answers to Common Cart Recovery Questions

For questions relating to cookies and Behavioral Track & Trigger installation, click here.

Question: Will my customers continue to receive Cart Recovery emails if they complete their purchase off my Cart Recovery automator?
Answer: If a recipient recovers their cart and makes a purchase off a Cart Recovery email, they will be removed from the series of Cart Recovery emails.

Question: Where can I find documentation for the Behavior Track & Trigger JavaScript code?
Answer: Everything you need is at WhatCount’s Behavioral Track & Trigger JavaScript code.

Question: Why is my Cart Recovery automator not sending any emails?
Answer: Ensure that you are using a validated email address as your From Address and that you have included address information for your store address. Check that your Behavioral Track & Trigger code is functioning properly by reviewing the documentation. Check your automator setup to see if your triggers are too narrow. Also, ensure that you have added the appropriate merge tags to your ESP-driven emails to capture a wider swath of potential recipients. Finally, make sure that your frequency cap settings are not deprioritizing Cart Recovery emails.

Question: If a previously-anonymous user creates a cart or begins the checkout process, is there any scenario in which WhatCounts can identify them once they provide their email address?
Answer: Once the customer enters their email address, WhatCounts will see their browsing history on the site as long as they haven't cleared their cookies.

Question: Can I set up my Cart Recovery automator to send multiple emails during the first 24 hours following the abandonment event?
Answer: It is not possible to send any emails during the initial 24-hour lockout period.

Question: If a customer browses a product and then abandons a cart for the same product they browsed, will they receive and Browse Abandonment and Cart Recovery email or will WhatCounts know they have put the product in the cart and only send the Cart Recovery email?
Answer: As long as the Cart Recovery Automator is set up to trigger first, or if both are set to trigger at the same time and the Cart Recovery Automator has a higher rank, then the product will only be shown in a Cart Recovery email.

Question: What does Cross-Device Support mean for the Cart Recovery Automator?
Answer: Cross device support allows a customer to shop and abandon a cart on one device, such as a laptop, and then be able to open and click through the related Cart Recovery email on another device, such as their mobile phone, and still land back in the shopping cart.

Question: Does the Cart Recovery solution allow users to see the underlying data, such as giving the retailer have access to the email addresses, cart items, and other data from the abandonments?
Answer: WhatCounts can pull this data via a custom report for an additional cost. Please email wc.help@whatcounts.com if you are interested in the service.

Question: If a customer leaves a product in their cart and finalizes the purchase on their phone, would WhatCounts recognize their phone order and cancel any pending Cart Recovery emails?
Answer: In this case, as long as an email is entered into your e-commerce platform, WhatCounts will be able to recognize the customer and cancel any pending Cart Recovery emails. Please note: Datafeeds typically only update once a day, so there may be a delay in the time it takes to see the purchase.

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