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The discoveryKey attribute lets you tap into the full potential of both Customer Engagement’s customer insights and Product Discovery’s product intelligence. Ensuring that a high number of contacts have this means that you’ll be more equipped to personalize your site using Customer Engagement data, and sessions enriched by Product Discovery’s AI-powered product understanding are more likely to link to a contact in Customer Engagement.
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.
Here are some tips to help you maximize the number of your contacts using discoveryKey in Customer Engagement.

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New member recruited onsite

The simplest case. A key aspect of the Customer Engagement and Product Discovery integration is using the customerKey generated by the e-commerce platform as the discoveryKey when creating a contact in Customer Engagement. All new contacts in Customer Engagement should have a discoveryKey.

Read about Product Discovery and customerKey

You can use any internal ID as discoveryKey as long as:
  • It is the same the one as used for customerKey
  • It is a unique value in your system

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Existing member identified onsite

Assigning a discoveryKey value to your existing members is likely the most important step in identifying as many visitors as possible. This is done by always using the existing the customerKey as the discoveryKey in Customer Engagement whenever a user is identified (no matter how or when).

Read about selecting visitor identifier in Product Discovery

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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 Customer Engagement. 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.

Read more about building automations

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 soft identification is enabled, the visitor will be identified automatically. With SMS, the 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 Customer Engagement.

Read more about soft identification

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Bulk update of contacts

When a contact signs in or is otherwise identified, you can make an API call to Customer Engagement to update their information with their assigned discoveryKey. This will increase the share of contacts in Customer Engagement with a discoveryKey value. If there is a registry held by the e-com that includes both the Product Discovery customerKey and the Customer Engagement contactId consider making a bulk import to save these values in Customer Engagement and boost the rate. There are several ways to update contacts in bulk, and they are explained in detail here:

Read about bulk contact updates