If you are selling online, chances are a constant bugbear will be the number of customers abandoning their items before completing the checkout process. If you are just starting out and panicking at so many people leaving your website with unpurchased items in their baskets, don’t despair you’re not alone. Shopping cart abandonment is an ongoing issue for even the biggest of players.
Indeed according to research, the average documented online shopping cart abandonment rate stands at around 68.63%. It’s inevitable that some customers will sail away and will never complete that particular purchase no matter what you do. However some customers can be enticed back to complete the sale. One of the most effective ways of doing that is through abandoned cart / dropped basket emails.
What are abandoned cart emails?
In a nutshell an abandoned cart email is usually triggered emails that get sent out when a customer leaves a website having added stuff to their shopping basket but not having completed the checkout process. Its purpose is to remind people of what they have left in their basket and encourages them to go back and complete the purchase. Below is a recent example of one I received from Amazon:
Why do people abandon their baskets mid-purchase
There are a myriad of reasons that customers abandon their shopping carts halfway through the checkout process. ClickZ identifies the following as the top six reasons:
- Unexpected shipping and delivery costs
- Had to create an account to complete a purchase
- Just conducting research
- Payment security concerns
- Confusing checkout
- Couldn’t find the discount / coupon code
Some of these will be within your control. For example if you have a long, convoluted checkout process then you can take steps to fix it. Other reasons are going to be completely out of you control such as a customer’s telephone rang mid-purchase and they simply forgot to go back and complete the process.
A positive aspect to all this is that 75% of all visitors who abandon their cart do actually intend to buy. This is where shopping cart abandonment emails come in to play.
Tips for creating successful dropped basket emails
Implementing shopping abandonment emails can be great way to pull back some sales you may have thought were lost. Outlined below are some inspiring statistics for cart abandonment emails from an Econsultancy article.
- 11.6% (over a tenth) of shopping basket abandonment emails are clicked.
- 29.9% of shopping abandonment email clicks lead to a purchase back on website
- 44.1% of all shopping cart abandonment emails are opened.
- The average order value of purchases from shopping cart abandonment emails is 14.2% higher than average purchases.
- Every single dropped basket email sent delivers over $8 in revenue.
The trick is to make them as successful as possible. So we’ve outlined some helpful tips on how to create winning shopping cart abandonment emails for your business.
Probably the most important element to getting an uplift in conversions is the timing of your email – wait too long before sending a reminder and your customer may well have gone elsewhere. The consensus seems to be that the initial abandonment email should be sent within the first hour of a customer abandoning their basket. In an ideal scenario you would be aiming to catch a potential customer before they leave their device and forget all about their half-finished purchase.
Here is a sample one from Boden that I received within 20 mins from abandoning my basket:
Create a schedule of abandoned cart emails
To get the most conversions, consider sending out more than one reminder. It’s great to try to grab them as soon as possible, but also implement further follow-up emails. According to HubSpot:
- 95% of people who purchased after abandoning a cart took up-to two weeks to complete their purchase.
Create a sequence of timely reminders to try to catch those who take longer to make a purchase or who need a little more encouragement.
Strong subject header
In any email the subject header is important. To even get opened it needs to stand out from all the other emails in the inbox. Do make it clear in the subject header that your email is reminding them that they have left something in their shopping cart.
There are lots of different approaches from creating a sense of urgency or excitement, to reminding customers about the product they left or even using humour. Just find the right approach for your audience. For example:
Product: Amazon takes a no-nonsense approach and just lists the product left behind:
“Zap Arsenal Red Crest Fleece Blanket”
Abandoned cart: White stuff is straight to the point:
“Don’t forget to complete your order”
Humour: Boden’s is slightly more cheeky
“You left something… but where? Oh look…”
Think about your copy
As well as pointing out to your customer what exactly it is that they’ve left in their cart, also use your copy to try to remind customers about why they chose to put the product in their basket in the first place.
John Lewis includes a clear link back to the product details so the customer can easily remind themselves of the product benefits.
Use your copy to create a sense of urgency and possible loss. For example the product is selling fast and you may not be able to guarantee how long the product in will remain in stock. Try and convey to the customer what they may risk missing out on if they don’t act soon.
If you can, include a visual of the product your customer has left in their basket. It tells people in an instant exactly what it is you’re emailing them a reminder about and can help reinforce the reasons they chose the product or service in the first place .
Here is an example of a Boden dropped basket email with a strong visual of the product in question.
Clear call to action
Always include a very clear call to action that takes the customer back to their basket so they can easily complete their purchase. Don’t tuck it away in the corner of youR email but display it prominently so the customer won’t miss it. Also make it very clear to the customer what it is you are asking them to do.
In the White Stuff email below, they have put two clear call to action buttons on the email, with a very straightforward call to action: Complete Order.
Abandoned cart emails can be a great way to pick up those customers who, for whatever reason, have left the checkout mid purchase. A well-considered dropped basket series may help turn around a sale that could potentially have been lost for ever!
We’d love to hear your thoughts and experiences on shopping cart abandonment emails so please do leave a comment.