As a consummate e-commerce professional, you have probably experienced the following scenario before. You are monitoring your dashboard and see that there is a customer from one of the more bougie parts of the country and the customer puts a big-ticket item in the cart. This excites you immediately because not only does that item have a high price, it also gives you a very high profit margin as well! You are about to make the sale and pop a bottle of your finest wine and then low and behold – the customer doesn’t end up paying for the item.
Feeling dejected, you wallow in the idea that the sale could have been a big one but now it is lost. Does it have to be though? The good news is that customers are more than willing to change their mind about the products that they abandoned just as long as their initial hesitation is put at ease. Here are some of the steps that you can take to make sure that you can still get that conversion and hole off on having to put a cork back into that celebratory bottle of Malbec.
1. Use The Right Tools to Detect Abandoned Carts Automatically
As amusing as our hypothetical scenario was, you obviously do not have the time to constantly monitor your dashboard for abandoned carts. The first thing you need to have is a tool that seamlessly integrates with your e-commerce store that sends you a notification that there has been an abandoned cart. That way you can focus on the things that require your more immediate attention and then turn to the abandoned cart once you are notified about it.
The good news is that there is no shortage of such tools and apps available to you. It is simply a matter of finding the right one.
2. Send a Friendly SMS to Find Out Why The Cart Was Abandoned
Now that you know there has been an abandoned car, the next thing you want to do is your the number that your website was able to get from the customer and send a friendly text, not demanding them to make the purchases and proceed to checkout or anything so crass – but to ask why the customer abandoned the cart in the first place. Text abandoned cart notices to the customer to give off a more personalized feel than a generic email.
3. Address Your Customer’s Concerns and Offer Solutions
The next step, should the last one be successful, is where your salesmanship and knowledge of your own products will be put to the test. If your customer abandoned the shopping cart on purpose, and didn’t just forget about it, the customer would obviously have a very good reason to. Since you were able to probe the customer and get that information – the next thing that you should do is address these concerns and hesitations, not in a demanding way of course, but in a way that will lead your customer to reconsider buying the product.
4. Delegate To the Professionals
Now that you are aware of all of the steps that are necessary to recover an abandoned cart you are probably thinking how you can possibly manage to do this at scale by yourself. Long story short – you can’t. On one hand, you want to give as personal of a follow-up as possible, but this is something that you cannot do on a consistent basis as your store’s customer base (and thus the number of abandoned carts) become too much for you to handle alone. Using templates and pre-written messages in bulk, on the other hand, will take away that personal feel that you are looking for.
The good news is the right services are out there. There are services that integrate seamlessly with your e-commerce platform, detect your abandoned carts, and use real human agents to follow-up on your abandoned carts. Delegate to the professionals and you will be drinking that celebratory Melbac sooner rather than later.