To address these challenges, our team created a back-in-stock alert-based solution. These alerts will allow the customers to subscribe to getting instant notification when an out-of-stock product was back in stock via an email or SMS.
To enhance the customer experience, the new system presents a popup window to guests if they select an out-of-stock item, asking if they would like to receive a notification when the item is restocked. The system ensures the notification process is secure by validating email addresses and checking for abusive cross-site request forgeries. Additionally, the system checks for email server errors to ensure customers receive notifications without interruptions or delays.
Once the email address is verified, Salesforce Marketing Cloud (SFMC) delivers the notification opt-in and welcome emails. If the system receives opt-in confirmation from the customer, a background job checks the inventory daily. If the item is in stock, a “back-in-stock” notification is sent to the customer. If the item is still unavailable after 60 days, the customer can extend a back-in-stock notification option.
Here is a list of key takeaways for the solution:
- Vastly improved customer experience: Since the new solution helps in ending out-of-stock sessions on a positive note, it tremendously reduced the up-front frustration with low inventory levels.
- Smooth purchase process once the product is back in stock: When a product becomes available again, customers receive a notification, which takes them directly back to their cart to purchase it. This easy purchase path increases the overall conversion rate.
- Flexible notification period: A customer can extend a back-in-stock subscription duration by clicking an extension link in the mail from SFMC.
- Overcomes SFCC storage limitations: There are maximum limits in Salesforce commerce cloud on how many records can be stored in custom objects. The solution handles customer request data efficiently and avoids quota errors.