The Abandoned Cart feature is available on the following plans:
- Plus
- Professional
- Enterprise
In addition, this feature can only be used with the following deep data integrations:
- Shopify
- WooCommerce
- Any third-party deep data integration that supports abandoned cart
An abandoned cart scenario happens when one of your customers adds items to their shopping cart but then leaves your online store before completing their purchase. This action can lead to a high number of lost sales and hurt your bottom line.
With our Abandoned Cart feature for Deep Data integrations, you can automatically email contacts who abandoned their carts and encourage them to complete their purchase. This will help you grow your sales and overall business.
This article will cover the following topics:
How Abandoned Cart works
After you set up the Shopify Deep Data integration or WooCommerce Deep Data integration, you can create an abandoned cart automation. This automation will use the "Abandons Cart" automation trigger which will pull contacts into your workflow when they abandon their cart. This trigger can be configured to listen for specific Shopify or WooCommerce stores, products, product categories, and cart values.
Once a contact enters your automation, you can send them an email using a "Send email" action. The email can be customized using the "Abandoned Cart" content block. This content block can be configured to display the image, name, price, description, and quantity of the product that was abandoned. In addition, this block contains a "Return to Checkout" button. Contacts who click either the "Return to Checkout" button, product image, or product name will be redirected to their cart so they can complete their purchase.
In addition, you'll be able to create advanced searches for contacts who abandon their cart as well as for contacts who recovered their cart, who did not recover their cart and more.
Features of Abandoned Cart
The Abandoned Cart feature includes:
"Abandons Cart" automation trigger
This trigger is used to create abandoned cart automations for both the Shopify and WooCommerce Deep Data integrations. It consists of four (4) abandoned cart action options for an abandoned cart; when a contact matches all options, they will be pulled into your automation. These action options default to the value of "Any" but can be configured to listen for something more specific.
These action options are:
- Any connected store or a specific connected store
- Contains any product or a specific product
- Contains items from any product category or a specific product category
- Has any cart value or specific cart value
This trigger is not available for the BigCommerce Deep Data integration at this time.
You can also set the amount of time the trigger will wait to pull contacts into your automation.
Click the links below to learn how to set the amount of time the trigger will wait to pull contacts into your automation for Shopify and WooCommerce.
In order to set this up, you'll need to make sure that you've configured the Shopify Deep Data integration.
Not sure how? Click here for a step-by-step walkthrough then follow the steps below.
1. Click "Settings" on the lower left of your screen.
2. Click "Integrations."
3. Click "Connected" next to the Shopify or WooCommerce integration you wish to work with:
4. Click "Manage."
The amount of time the trigger waits defaults to 1 hour (recommended). To change this click the dropdown and select a different option.
Then click "Save."
In order to set this up, make sure you've taken the following steps to set up the Deep Data integration with WooCommerce:
- Connect your ZendeskConnect account to your WooCommerce account
- Install and configure the ZendeskConnect for WooCommerce Wordpress plugin.
Not sure how? Click here for a step-by-step walkthrough then follow the steps below
To set this up for the WooCommerce Deep Data integration:
1. Log into your WordPress account.
2. Go to the ZendeskConnect for WooCommerce plugin. (If you haven't installed this plugin yet, click here for a how to article.)
3. Click the "Store Settings" tab and select how long ZendeskConnect should wait before triggering automations that use the "Abandons cart" trigger by clicking one of the options.
"Abandoned Cart" email content block
With this content block, you can display the image, name, quantity, price, and description of the product that was abandoned. You also have the option to use the "Return to checkout" button. Contacts who click either the "Return to Checkout" button, product image, or product name will be redirected to their cart so they can complete their purchase.
To customize your automation email with abandoned cart information, drag and drop the "Abandoned cart" content block into your email.
You will then be able to customize the following:
- Show or hide abandoned product information (image, name, price, description, quantity)
- Show or hide the "Return to Checkout" button
- Sort the order of abandoned cart products
- Set a limit of up to how many abandoned cart products to display in an email
You can only have one abandoned cart content block per email.
In addition, this content block is only available in the email designer when creating emails within an automation that uses the "Abandons Cart" trigger.
Abandoned cart information on a contact's profile page
Abandoned cart data will be displayed on a contact's profile page, along with other ecommerce data:
Orders can be filtered by the type of order (All, Completed, or Abandoned) or which store the order came from.
If only one Deep Data ecommerce store is connected to your account, the title of the Ecommerce box will be in the format of the store name. For example, it could be "My T-Shirt Store (Shopify)"
If you have more than one Deep Data ecommerce store connected to your account, then the title of the Ecommerce box will be "Ecommerce" and there will be a store filter.
Each row in the Ecommerce box will show the following for each order:
- Order ID
- Total order price
- Order date
- Order status (Complete or Abandoned)
- Name of the connected ecommerce store (this will only appear if there is more than one Deep Data ecommerce store connected to your account)
- “Products” button
Clicking the "Products" button will open a side bar on the righthand side of your screen. This will provide a detailed view of that order and the products it contains. It will also specify if the order was complete or if the cart was abandoned.
Clicking the Order ID in this detailed view will open the order in the connected ecommerce platform.
In addition, when a contact abandons a cart, an entry called "Cart Abandoned" will appear in the contact's activity stream on their profile page:
Carts that were previously abandoned and then recovered will have a purple icon next to their "Completed" status in the Ecommerce box. Hovering your mouse over the icon will trigger the following message to appear:
"This cart was previously abandoned."
Fields imported when a customer abandons their cart
When a customer abandons their cart, the following fields will sync into your ZendeskConnect account. They will appear on the contact's profile page. Note that this is for Shopify and WooCommerce customers only.
| Shopify/WooCommerce Fields | ZendeskConnect Standard Fields |
|---|---|
| Customer first name |
First name |
| Customer last name | Last name |
| Customer email | |
| Company | Account |
| Phone number | Phone |
| Product title | Product name |
| Product type | Product category |
| Product ID | Product ID |
| Cart total | Cart total |
| Cart shipping method | Cart shipping method |
| Cart date | Cart date |
| Product price |
Product price |
| Product description |
Product description |
| Product quantity |
Product quantity |
| Product image |
Product image |
Note on the synced phone number from Shopify:
We will first look for a customer's phone number on their customer record in your Shopify store. If that phone number is found, we will sync it to your ZendeskConnect account. If the customer does not have a phone number in their record, we will then check if they have a phone number associated with their default shipping address. If the phone number is found, we will sync it to your ZendeskConnect account. If the customer does not have a phone number associated with their default shipping address, we will not sync the customer's phone number.
Segment conditions available with Abandoned Cart data
Segment conditions for Abandoned Cart are available in the segment builder. They include:
Has Abandoned Cart
Will look for contacts with at least one abandoned cart from any connected Shopify store or a connected specific Shopify store.
Doesn’t Have Abandoned Cart
Will look for contacts who have zero (0) abandoned carts. This includes contacts who:
- Did not abandon a cart AND never made any purchases (this includes contacts that do not have any ecommerce data)
- Did not abandon a cart AND made 1 or more purchases from any connected Shopify store or a connected specific Shopify store
Has Recovered Abandoned Cart
Will look for contacts with at least one recovered cart (a cart that was abandoned, then completed) from any connected Shopify store or a specific connected Shopify store.
Has Not Recovered Abandoned Cart
Will look for contacts who have zero (0) recovered carts. This includes contacts who:
- Did not recover any carts AND never made any purchases (this includes contacts that do not have any ecommerce data)
- Did not recover any carts AND made 1 or more purchases
- Did not recover any carts AND abandoned at least 1 cart
- Did not recover any carts AND abandoned no carts
Total Value of Last Abandoned Cart
Will look for contacts whose latest abandoned cart has the value you specify.
Operators include: Is, Is not, Greater than, Greater than or equal to, Less than, Less than or equal to.
Product Count of Last Abandoned Cart
Will look for contacts whose latest abandoned cart has the number of items you specify.
Operators include: Is, Is not, Greater than, Greater than or equal to, Less than, Less than or equal to.
Product Name in Last Abandoned Cart
Will look for contacts whose latest abandoned included a product name that you specify.
Operators include: Is, Is not, Contains, Does not contain.
You can use this data to create "If/Else" conditions in your automation, add conditional content to your campaigns, create goal conditions, set up "Split Test" automations, update a deal score or contact score, send targeted campaigns by creating a list segment, and more.
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