Hey @GV123 

Lots of great questions here. I am hoping to tag in some of our Community Champions to help with this as they have a depth of knowledge and experience that could be helpful. @AlexandraPalau @Bethany D. @ebusiness pros @Ashley I. do you have any suggestions? 

Hey  @Ashley I. @Kylie W @inboxingmaestro @KatherineB @ebusiness pros @retention @chelsgrove @Akers Digital @Bobi N. @Spark Bridge Digital LLC @Omar 

can someone please reply to the above question of @GV123  I am in the same dilemma. 

I am new here. But will this help to reply to @GV123 GV123?

You can consider using a filter in your Welcome flow to remove subscribers who take specific actions (view a product, add to cart, or start checkout). This will effectively divert them to the appropriate Abandonment flow without causing confusion. 

If its view product  - then browse can trigger
Add to cart or checkout - ab flows can trigger

This is my understanding. Hopefully someone senior strategist can help us.

@harishamza and @GV123 ,
Welcome to the community!

A lot to unpack in your questions and hopefully this helps.

I would think through all of this from the eyes of the customer and which is the most important content or the content that is most likely to achieve the results youre looking for. Try mapping out the emails they would receive and make sure the time delays make sense (not sending two emails at the same time). Welcome flows typically have a lot more storytelling around the brand than Abandoned Cart/Checkout and Browse Abandonment emails which are more product focused.

If you’re worried about overloading people with emails, you can set up smart sending on the least valuable email. To me, browse abandonment is likely the least valuable. I don’t think it is a negative experience if someone goes to the site, signs up for the welcome series and gets the first email. Checks out some more products, than a few hours later get a product specific email matching the discount. 

In terms of discounts, I’m a huge fan of just keeping the discount consistent across flows. It just makes it easier for the customer and avoids confusion. 

I hope that helps!

Hi @harishamza and @GV123!

To add to the helpful feedback you already got from @Akers Digital - here’s my perspective. 

The optimal customer experience is for the emails across many different flows to be prevented from overlapping, so you don’t overwhelm people with too many messages. So by default, for any “abandonment” or “welcome” flow, the moment someone places an order, I’ll configure flow logic that removes that person from the Welcome Series and any Abandoned Cart/Checkout/Browse flow they might be in the queue for. 

At the moment of placing an order, I want them to be focused on the post-purchase flows and customer journeys the brand has designed for them. 

BEFORE that point, it comes down to what you prioritize. Depending on how many days are between each email in your Welcome Series, and how much storytelling is done in that flow vs. how many emails are simply focused on sales and pushing products, you have 2 paths you can take. 

1. Remove anyone from a Welcome Series flow email IF they “add to cart” or “started checkout”
2. Adjust the timing of delays between emails in the Welcome Series flow and any abandonment flow to ensure someone won’t receive 2 emails in the same day.  

Other people might have a perspective that doesn’t have any issue with sending > 1 email per day to a customer. It all comes down to what kind of experience you want to create for your brand. 

That said, the more emails or SMS messages you send in a 24 hour period, the higher the risk of someone unsubscribing because they’re annoyed/ frustrated/ overwhelmed. 

One quick note about Klaviyo’s Smart Sending feature: IF you implement that on one email in a flow, that will automatically remove someone from the queue of the entire flow. This means they will not receive any messages that follow the message with Smart Sending enabled.

Warmly,

Gabrielle