STAAH Max V2 - New Release - Abandoned Cart Re-Targeting

STAAH Max V2 - New Release - Abandoned Cart Re-Targeting

Introducing Abandoned Cart Re-targeting with SwiftBook

We are excited to announce a new feature designed to boost conversions and improve the booking experience: Abandoned Cart Retargeting.

When a booker adds a room to their cart but abandons the booking process unfinished, SwiftBook will recognize their return - if certain conditions are met – greet them with a welcome message. This message will invite them to continue from where they left off in the booking process.

Cookie Consent Required
To ensure a smooth and personalized experience, cookie consent will be required. When this feature goes live, when a booker visits the SwiftBook booking engine, they will be presented with a cookie consent pop-up. The booker can choose to either:
  1. Accept Cookies: This will allow SwiftBook to store session data and display personalized content, such as the “Welcome Back” message when they return to complete their booking.
  2. Reject Cookies: If cookies are rejected, no personalized information will be saved. As a result, no "Welcome Back" message will appear, and the booker will follow the normal booking flow as they would on a first visit.
  3. Close The Pop-Up: This action is similar to rejecting cookies.

Key Features of the Abandoned Cart Re-targeting Flow:
  1. Personalized Welcome Message: Bookers returning to the booking engine after cart abandonment will receive a “Welcome Back” message encouraging them to resume booking.
  2. Seamless Continuation:  All previously entered booking data (e.g., room selection, dates, guest details, add-ons) is saved, allowing bookers to resume without re-entering information (Conditions applies).
  3. Cookie Lifespan (30 Days): Booker session data is preserved via cookies for up to 30 days, enabling the continuity of the re-targeting flow within this window.
  4. For Returning Customers: If a booker who has previously completed a booking returns within the 30-day cookie window, the system will recognize them and display a personalized “Welcome Back” message. 

Key Considerations:
  1. Cookies Must Be Accepted: Bookers need to accept cookies for the re-targeting feature to work.
  2. When Re-targeting Starts: The feature activates once at least one room is added to the cart.
  3. What Information Is Saved: All booking and guest details are saved - except credit card information.
  4. Static Messages: The 'Welcome Back' and other messages are fixed and cannot be customised.
  5. Cookie Consent Behaviour: After accepting cookies once, bookers won't see the consent pop-up consent again when they visit the same booking engine. This consent lasts for 400 days.
  6. Booking Engine in an iFrame Exclusion: The re-targeting feature is not supported by booking engine embedded in an iFrame.
  7. Group Booking Engine Exclusion: The re-targeting feature is not supported on the Group Booking Engine.
Booker Return Flows:
  1. Booker Returns and Booking Requirement Is Still Available
  2. Booker Returns and Booking Requirement Is No Longer Available - Room Or Sold Out
  3. Booker Returns and Partial Booking Requirement Available
  4. Booker Returns and Original Date Has Passed
  5. Booker Returns After Previously Making A Booking

1. Booker Returns and Booking Requirement Is Still Available
→ Booker sees a “Welcome Back” message and can resume their booking exactly where they left off. 

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1. If the booker return within the cookie period, they will  be greeted with a 'Welcome Back' message and invite them to continue with their booking process.
2. If the booker entered their name earlier, the message will be personalised.
3. The booker can click 'Continue' to pick up their booking from where they left off.
4. If the booker closes the browser or click on 'X' to dismiss the message, all saved booking data will be cleared.

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1. The booker will see their cart so they can review what they previously selected.
2. The widget will automatically pre-fill the dates they searched previously.
3. The booker can easily update their booking requirements.

2. Booker Returns and Booking Requirement Is No Longer Available - Room Or Sold Out
→ Booker sees a “Welcome Back” message, but is prompted to start a new booking as their original selection is no longer available.

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1. Room(s) previously selected is no longer available but there are other availability OR date is sold out.
2. The booker can close the pop-up and update their search. The widget would have automatically pre-filled the dates they searched previously (if there are other availability).
3. If the date is sold out, it will default to the current date.
4. If there are more than one room, the message will indicate as rooms.

3. Booker Returns and Partial Booking Requirement Available
→ Booker sees a “Welcome Back” message and an alert advising one or more previously selected rooms are no longer available. They may need to adjust selections.

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  1. The booker can click 'Continue' to pick up their booking from where they left off.
  2. The booker will be diverted to the booking engine with their cart so they can review what is added and remained in the cart.

4. Booker Returns and Original Date Has Passed
5. Booker Returns After Previously Making A Booking
→ Booker will simply be greeted with a “Welcome Back” message 

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The feature is automatically enabled for all SwiftBook customers who meet the eligibility criteria. Customers who prefer not to use the feature can easily opt out by disabling the feature.

The permission is found in the BE Module > BE Setting

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