Ensuring that a high number of contacts have discoveryKeys lets you tap into the full potential of Engage’s customer insights and Elevate’s product intelligence. This means, for example, that you’ll be more equipped to personalize your site using Engage data, and sessions enriched by Elevate’s AI-powered product understanding are more likely to link to a contact in Engage. Here are some tips to help you maximize the share of discoveryKeys in Engage.
Every implementation is unique and here “ecom“ could mean different things (one of several different platforms) depending on the retailer. Use this article as a source of ideas to further investigate with your tech team and your team at Voyado.
New member recruited onsite
This is the simplest case. A key part of an Evolve implementation is using the customerKey generated by the e-commerce platform as the discoveryKey when creating a contact in Engage. All new contacts in Engage should have a discoveryKey (read more here). You can use an internal ID as discoveryKey, as long as it is the same as used for customerKey, and is unique.
Existing members identified onsite
Assigning discoveryKeys to your existing members is likely the most important step in identifying as many visitors as possible. This is done by always adding the customerKey as the discoveryKey in Engage whenever a user is identified (no matter how or when). Remember to re-use the existing customerKey/discoveryKey each time a visitor is identified. Read more here.
New member recruited in-store
When recruiting a member in-store, create the customerKey at the same time, if possible, so it can be added when setting up the contact in Engage. If that’s not an option, a good approach is to send a verification SMS or email as a double opt-in via an automation. The SMS or email should link to the e-commerce site, where additional customer data and consent can be collected.
If you use email, and softId is enabled, the visitor will be identified automatically. With SMS, identification needs to be managed by, for example, adding the contactId as a shortGUID in the URL. Once identified in the e-commerce platform, the customerKey should be assigned as the discoveryKey in Engage.
Bulk update contacts
Making calls to Engage on sign-in/identification to update the contact with assigned discoveryKey will over time increase the share of contacts in Engage with discoveryKey. But if there is a registry held by the ecom including both the Elevate customerKey and Engage contactID a bulk import to save these values in Engage can be made to boost the rate. There are several ways to update contacts in bulk, and these are explained in detail here.
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