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Need Help Understanding Browse and Checkout Abandonment Email Flow Issues

  • 22 January 2024
  • 4 replies
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Nachin
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Hi Klaviyo Community,

I'm reaching out because our team has been encountering some challenges with our Browse Abandonment and Checkout Abandonment email flows, and we're hoping to gain some clarity on the matter.

We have a steady stream of daily visitors, a consistent couple of dozens, who are actively engaging with our website. These users typically land on product pages directly from our ads and spend time browsing our offerings. However, despite their interactions, we've noticed that they are not triggering the Browse Abandonment email flow as expected.

One question that has come up is whether users need either to accept cookies or let their email adress in the pop-up in order to activate the flow. Could the lack of cookie acceptance be a potential reason for the non-triggering of the Browse Abandonment flow?

Similarly, we're experiencing a similar issue with our Checkout Abandonment flow. Even when we attempt to trigger the flow ourselves from an incognito window (while accepting cookies), we're not receiving any emails. Could this be due to not providing an email address during the test?

We understand that there might be various factors contributing to these issues, and we're a bit lost in this field. We would greatly appreciate any insights, advice, or guidance from the Klaviyo community.

If anyone has experienced similar challenges or has expertise in this area, please share your thoughts. Additionally, if there are specific settings or configurations we should check within Klaviyo to ensure the proper functioning of these flows, we would be grateful for that information as well.

Thank you in advance for your assistance! We look forward to resolving these challenges and optimizing our email flows for better engagement.

Best,

Nachín
Les Gars

 

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Best answer by stephen.trumble 23 January 2024, 18:50

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stephen.trumble
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Hey @Nachin 

Thanks for reaching out for help with your flows.

You are correct, we use a cookie to track customers movements through your site, so if they do not accept cookies we cannot track their activity. With that said, without an email address to create a profile for the cookie to track events to, you wont be able to trigger these flows because we don’t know what profile to attribute the events to. These events will still be tracked in your analytics, however it wont be assigned to a profile until we have an email address.

Hope this helps answer your questions!

-Stephen
Nachin
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Hi @stephen.trumble,

Thank you for your quick response!

So, if I understood well, they need to accept cookies for activity tracking but also provide their email address in order to trigger the flows.

Now, we're interested in exploring more user-friendly methods to encourage visitors to leave their email addresses. Do you have any recommendations or best practices for optimizing the email collection process? We’re currently offering a 5€ discount code on a pop-up but it seems not to be enough since we have a very low ratio of completion.

Thank you again for your assistance!

Best ,

Nachín.

bluesnapper
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Userlevel 7
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Hi @Nachin 

As @stephen.trumble stated: cookies are required for tracking, and an email address is required for flows/campaigns - without an email for a contact, Klaviyo can’t send an email. Both cookies and an email are required for Klaviyo to capture events against a contact’s profile.

To your other point on sign-up conversion optimisation, you’ll need to trial variants of your pop-up with split testing. Those test variants could include offer, copy, design, and when, and to whom, the pop-up triggers.

If you’re asking for more personal info than just their email address, consider asking for that supplementary data on a subsequent form step once they’ve submitted their email address on the first step.

Once you have sufficient data to determine which variant is best at converting, end the test and then create a new split test with the winner as the base variant. And repeat that process each time you have data confidence in your test.

Another consideration is how the pop-up performs on desktop v mobile. Often I'll create a separate pop-up to display on each device so I can optimise them independently.

If you really want to dig deeper, you can also track form performance in Google Analytics. which may uncover conversion issues based on user attributes such as screen size/resolution etc. Set up info here: https://help.klaviyo.com/hc/en-us/articles/115005077027

Hope that helps

Regards

Andy

https://bluesnapper.com - Klaviyo Champion & Partner
Nachin
Rank
Userlevel 1
Badge +1

Many thanks for your response too @bluesnapper ! Everything is much clearer now. 

Best,

Nachín

 

 

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