Overview:

Forms are a critical part of your financial services business. Users however, drop-off from your web/mobile app without completing the details. These users however are still reachable across other channels depending on whether the same user was registered or had opted in to other channels. A better way to tackling form abandonment is to automate the reachout workflow across other channels. This workflow shows how you can engage with users who abandoned form on your website.
Users who abandon their form fill after sharing their contact details like email, phone number can be targeted on these channels. If not, their reachability is checked on other channels like browser-push before nudging them with personalised and contextual messaging. You can personalise the message of reachout by stating the product/service the user was interested in. We have shown a simplified version of the workflow that may be altered to suit your business needs.

Use Case:

Form Abandonment Recovery after incomplete form filling.

Segments:

Anonymous Users: Have no Contact Details such as Phone Number or Email ID.

Events:

Lead_Gen_Form_Viewed

Webengage.Track(“Lead_Gen_Form_Viewed”, {


/*String*/
“Name” :
“Email” :
“Contact” :
“Type_Of_Loan” :
“Resident_Status” :
“Current_Address” :
“Occupation” :
“Company” :
“Office Address” :
“Gender” :

/*Date*/
“Date_Of_Birth” :

/*Number*/
“Age” :

})

Step-by Step Explanation:

1. This 'Journey' is triggered for each user when the Lead Generation Form is Viewed.

2. Journey waits for 30 Mins for the Event “Lead Gen Form submitted” to be fired. i.e. wait for 30 min for user to complete form submission.

3. If the user completes the form submission within 30 min, End Journey for that user.

4. On time-out,i.e. If the user still hasn't completed form fill, workflow checks if the user is in Segment ‘Anonymous Users’ - Users with no PII associated with their profile data.

5. If the user has contact details saved within its profile, we send a reminder email (with the context of the last product/service in interest) and nudge him/her to complete the application form.

6. If the user is anonymous (i.e. we do not have any contactable information for that user), we check if the user is in Segment ‘Reachable through Web Push’ (If the user opted-in to browser push ever).

7. If yes, we send a browser push (with a contextual message around his/her last product search) and nudge the user to complete the application form.

8. If the user was not reachable on browser push, we trigger an website overlay nudging the user to complete the application form (with contextual messaging about his/her last product search).

This journey is applicable to any other industry category but has been highlighted due to criticality for financial services sector. Local services, classifieds, healthcare, real estate, e-commerce among other will find this journey equally applicable for their respective businesses.

Need help with activating this journey? Drop a mail at support@webengage.com with your query.