Overview:

Users who searched for Flights within 4 days are considered Urgent travellers. They have absolute travel requirement and search abandonment could mean that they aren’t convinced with your services or are considering that of a competitor. We know that it’s important to reach out to a lead when it’s hot. This Journey shows how you can automate the engagement of such users at specific intervals, by engaging with them over various channels such as text, email and push notification.

Industry:
Travel/OTAs

Use Case:

Surf abandonment

Segment:

Urgent Traveller: Searched for Flights within 4 Days from today and didn’t complete the event ‘Booking completed’.

API call:

Used to fetch details like wallet balance, user’s city, airport names, cheapest flights, total transaction count, average transaction amount etc.

Events:

Searched_for _flight_within_4_days

Webengage.Track (‘Searched_for _flight_within_4_days’, {

/*string*/
“Email” : dummy@dummy.com,
“Name” : Dummy,
“Contact” : 123456,
“Departure_city” :
“Arrival_City” :
“Passenger_1_name” :
“Passenger_2_name” :
“Class” :

/*numbers*/
“Number_of_passengers” :
“Number_of_adults” :
“Number_of_children” :
“Passenger_1_age” :
“Passenger_2_age” :
“Ticket_Price_MRP” :
“%Discount_provided” :
“Final_amount” :
“Last_Searched_time” :
“Departure_time” :
“Return_time” :
“Arrival_time” :

/*date*/
“Last_Searched_date” :
“Departure_date” :
“Arrival_date” :
“Return_date” :

/*boolean*/
“International” :
“Round_Trip” :
“Offer_availed” :
“Discount_offered” :
“Coupon_code_applied” :
“Filter_applied” :
“Meal_page_checked” :

/*arrays*/
“Cheapest_flights” :
“Fare_calendar” :
“Meal_options” :

})

Step by Step Explanation:

1. The Journey is triggered when a User Searches for flights within 4 Days from today.

2. Wait for 30 minutes after user searches for Flights within 4 Days.

3. Check if the user is reachable through Email and Send a Personalized Email after calling necessary APIs.

4. On not being reachable through Email, we check the user’s reachability through Push notification and send a Personalized Push notification after calling necessary APIs.

5. If the User hasn’t completed Event ‘Booking confirmed’ or the Travel Date hasn’t arrived yet, they will still be in the journey.

6. We then wait for 2 Days and check user’s reachability through Text.

7. If they are, we send a personalized Text.

8. If they not, we Check reachability through push notification and send a personalized Push notification.

Pro-tips:

- Journey will have an exit trigger for 'booking completed'. As soon as the user books a ticket, he will exit the journey and will no longer receive messages from this journey.

- Segmentation can be different based on urgency of the User. Engagement intervals also vary accordingly. A user who searched for Flights more than a month away will have a different engagement over different time-intervals.

- The reachability can be altered according to the business's needs.

- Up-Selling and cross-selling other services such as in-flight meals/entertainment can also be included in the Journey actions.

- You can also have a separate journey to update user attribute to ‘urgent traveller’ every time a user books tickets within 2 days of travel.