Product Abandonment

Send an automated email filled with data about viewed products in your store.

Oskar avatar
Written by Oskar
Updated over a week ago

Product Abandoned workflow is one of the workflows from our Abandonment series. The main difference between this sequence and the Abandoned Cart one is that your customer doesn't need to add the product to the cart or start the check-out process; Omnisend will still capture the product/products your customer has browsed and show them in the email message.

When setting up this automation, you should keep in mind that reviewing some of the products in your store indicates a different level of engagement than Abandoning a Cart. Therefore, it is better to lighten your trigger settings or add a time frame restriction to prevent this automation from triggering for the same customer. Continue reading this article to find more information about each of these options.

Contents

Before you start

Automation setup

To create the product Abandoned workflow, proceed to the Automations tab -> click on the Create workflow button, and pick it from the list.

The product Abandonment automation setup process is very similar to other automation workflows set up in Omnisend.

Automation trigger settings

The trigger for this workflow is preset to "Viewed Product." There is no way to add a filter to the trigger settings since the automation will bring any product to the Email message content.

Each time a subscriber leaves your store while viewing products, he enters the workflow. Depending on the delay you set, your customer receives a message about it, and once the message is sent, he exits the workflow.

Audience filter/Conditional Split

If you wish to trigger the automation for a particular category of customers, you may add an Audience filter to the automation trigger settings. However, for product Abandoned automation, Audience filter settings are limited to customers' properties only; therefore, it might be better to use Conditional Split.

Important: The message can be triggered only if the customer provides some personal data before viewing the product.

Exit conditions

The default trigger in the Product Abandoned workflow is set to 'Order is Placed.' If you have an Abandoned cart workflow, it's recommended to add the 'Abandoned cart' exit condition to avoid sending emails from both workflows: Abandoned cart and Product abandonment.

Therefore, the customers exit the workflow in the following scenarios:

  1. after receiving all messages;

  2. after adding products to the cart;

  3. after visiting a specific page;

  4. after placing the order (this cancellation trigger is added by default).

Frequency

You can set the restriction to not trigger the same automation for the specified period in the trigger settings. If the customer has visited your store several times within the same day, only one automation will be triggered.

Since this automation is intended to capture the attention of the one-time visitors, we recommend setting the delay to 10 - 15 days to avoid sending too many emails to your loyal customers.

Delay

Unlike other automation workflows, the minimum delay for the Abandoned Cart automation is 2 hours.

Content of the message (personalized information)

You can add the email message, SMS, or Push Notification block in the Abandoned Product sequence. Unfortunately, it is impossible to bring the link to the products your customers viewed to the SMS message. Nevertheless, the email message comes with the Abandoned Products Content Item, which will automatically populate the information about products your customer was checking before abandoning the store.

Important! If you want to add more than one channel to the sequence, add a checkmark next to the Pass non-opted-in contact to the next workflow step option.

Even though non-subscribed customers can trigger product Abandoned automation, you still need to capture their email addresses. The best way to achieve that is to "warm up" your account. This means that you need to spread as many cookies as possible. How to spread cookies that will allow Omnisend to track your customers' store activity:

  • Send more newsletters. Links in emails that direct to your store place cookies in recipients' browsers.

  • Turn on Omnisend Signup forms. If a customer signs up via an Omnisend signup form, we place cookies in their browser.

  • Woocommerce. For the Woocommerce platform, we also place cookies in customers' browsers after they place their first order. This means that after the first order, the customer is identified on your store, even if he didn't do any other things that would allow us to place cookies in their browser.

More cookies → More abandoned carts tracked → More cart reminder emails sent → More carts recovered.

Reports

Product Abandonment reports are available like all other Automation features in the Reports tab. You can find the standard list of reports: the number of emails sent, open and click rate, sales generated and removed, and month-by-month view and Activity feed with detailed information.

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