Now that we have covered a few CDP overview pointers in the earlier article (link at the end of this article). Here’s an interesting use case where we can combine the power of AEP, AJO and a third party API — let us take example of Whatsapp. Let’s assume an entity has a chat service where current customers can raise issues and the agents/bots can provide resolution. What if we could reach out to them later in their respective journeys with us?
The solution is based on the Web SDK event real time capture. When the user is finished with the chat, the event is captured within AEP and then is used within a journey in Adobe Journey Optimizer.
Once the event is captured, we put in a wait, in this scenario, let’s assume, a day, and then trigger a WhatsApp/third party communication proactively based on the information about the user profile within AEP. The messaging in this scenario is more to do with following up with the user whether the issue was resolved or not. There can be multiple such use cases, like cart abandoners being offered coupons/offers over WhatsApp or any other proactive messaging platform.
This one is a very brief write up as once we move beyond the Action in AJO, there is a middle layer which sits in a cloud platform which in turn parses the data sent through AJO action and then passes that on to third party API endpoint.
If you have a business account with the chat service, you can continue the discussion once a user engages with your communication, turning the entire approach on its head and making it a push than a pull. No need for the user to be on your site !
A win-win for the business and the user experience.
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