Shopping cart abandonment is a frustrating and very common phenomenon. It seems that visitors to your website were going to buy something – eventually, they added items to their cart – but eventually left the site without making a purchase. Consumers can get discouraged very quickly. If the execution of the order is too complicated or something distracts the customer, the purchase may not be completed. Other consumers may still consider shopping and comparing offers from different stores, and they simply use their shopping cart to save the products they like. Target these people remarketing with a reminder about the purchase they made. You can also prepare a special promotional campaign for them.
Compete with services, not only with prices
A good offer is extremely important for customers, but also a huge impact on them is excellent customer service, which in many industries becomes even more important than prices and the highest quality of the product. Take a look at each point of contact where customers can interact with your brand. Make sure they get the same level of service on every device and channel. Your Facebook and Instagram account responds very quickly to messages, but no one makes similar inquiries to the email address provided on your website? Identify your weaknesses and work on a unified approach to customer service.
Lower your shipping costs
After the price of the product, shipping costs are the second most important factor on the basis of which the purchase decision is made. Usually, to negotiate the right price for a shipment, you must agree to the minimum declared monthly number of packages. The numbers vary between couriers, but we are talking about several hundred parcels sent a month to get a low shipping quote. If you do not send at least 100 packages a month, you are unlikely to negotiate a good offer. Brokers who act as intermediaries between the end customer and courier companies are the solution. Thanks to the multi-customer service, they can provide attractive shipping terms.
Use a chatbot… or a webinar
Chatbot is a type of artificial intelligence that works on the basis of assigned keywords and comments. This means that he can act as a virtual advisor that is available 24 hours a day. Chatbot is able to catch keywords in the customer’s query and then adjust the uploaded responses and comments to them. This solution is perfect for customer service. The virtual advisor will mainly perform for us:
- service of customers submitting typical inquiries – how long does the shipment take and whether the product is available,
- handling payments and complaints – chatbot will answer questions about the complaint procedure and available payment methods,
- important questions filter – it will sift the queries that it cannot handle directly to our e-mail,
- customer information service – chatbot will inform our customers about new products in the store without our help.
Make the most of upselling
Upselling is explained in different ways. Upselling can be defined as an incentive to visit your store, promoting a product in a cheaper, basic version. At the same time, you can choose a more expensive product, which is an improved version of the base product. This tactic is often used in e-commerce. You can also encourage the purchase of more of a given product and use a webinar tool to run some video meetings and… upsell even more.
You want the final value of the basket to be greater. For this to be possible, you need to present the possible choice to the customer to encourage him to buy the more expensive product. For example, Spotify encourages new users to listen for free, a large part of their advertising campaign is aimed at promoting the free version, but of course there is also a premium version without ads, strongly advertised when using the free version.
Test and analyze your strategies
Nobody gets it the first time. Even if your initial e-commerce strategies are successful, there will still be room for improvement. That’s why it’s so important to constantly test to make sure you’re getting the most out of your online store. Here are some things to keep in mind:
- Conversion rates for your ad campaigns,
- Your landing page conversion rates,
- Cart abandonment.
A good social media strategy is to show multiple ads with the right landing pages at the same time, then perform an A / B test to see which ones are generating the most conversions. This takes the guesswork out of the equation and lets you quickly see what’s working.