Basket abandonment reminder emails

[deniser]

Has anyone tried any software which automatically emails people who have abandoned their baskets to tempt them to complete the sale?

Typically sent 24 hours after abandonment.

Software company claims it results in 5% more sales in fashion and 10% in travel.

What are your experiences?

 

[Alicatt]

I haven't used one and I've only ever received one once, which would suggest they are not widely used.

You need to word them very carefully so you don't annoy people, but the one I received did it tactfully.

Are the company offering a trial? You wouldn't want to get locked into a long contract without giving it a test run.

 

[deniser]

I haven't used one and I've only ever received one once, which would suggest they are not widely used.

You need to word them very carefully so you don't annoy people, but the one I received did it tactfully.

Are the company offering a trial? You wouldn't want to get locked into a long contract without giving it a test run.

Yes, a free trial.

When we first started our site and orders were few and far between, we did this manually and they did convert really well. The wording was something along the lines of did they need any help to finalise their purchase.

 

[lesliedocherty]

we do it manually, we get about 15-20% come back and buy, we give them a 10% discount code to tempt them

 

[deniser]

we do it manually, we get about 15-20% come back and buy, we give them a 10% discount code to tempt them

That's a good idea, thanks.

 

[Bill1954]

We email every abandoned basket manually but very rarely get any extra completions. In our experience the majority are people checking to see if anything is added at the checkout as many firms tend to add VAT and delivery charges at that late state of a transaction.

 

[Price-Tracking]

We email every abandoned basket manually but very rarely get any extra completions. In our experience the majority are people checking to see if anything is added at the checkout as many firms tend to add VAT and delivery charges at that late state of a transaction.

Sometimes when I'm looking at buying several items I'll go to maybe 5 stores, add all the stuff to the basket and goto to the checkout on each - not because I have any intention of buying from all of them, but simply because I want a quick way to see who is cheapest on the complete order, including all delivery charges etc. Saves faffing about searching each site for the delivery charges and trying to figure out if the prices include VAT or not - the checkout reveals all... I suspect I'm not alone, and in these cases follow up emails wouldn't be of any use as I'd already have purchased.

 

[hostedweb]

Sometimes when I'm looking at buying several items I'll go to maybe 5 stores, add all the stuff to the basket and goto to the checkout on each - not because I have any intention of buying from all of them, but simply because I want a quick way to see who is cheapest on the complete order, including all delivery charges etc. Saves faffing about searching each site for the delivery charges and trying to figure out if the prices include VAT or not - the checkout reveals all... I suspect I'm not alone, and in these cases follow up emails wouldn't be of any use as I'd already have purchased.

Yeah i do this too i prefer sites who either disclose set charges on the homepage or even better offer free delivery I think it’s a good idea to chase the conversions with the 10% discount. That would probably sway me back into the shop if i hadn’t already purchased elsewhere.

 

[Gillie]

Yes I was emailed recently for the first time ever and yes it made me go back and complete the sale.

I think at the time, I was looking for the best deal going - so wandered away from the site without bookmarking it etc and having looked at so many couldnt remember it - so yes, when you are browsing lots of sites it works!

 

[ITsoldUK]

I do get them from one particular supplier and no, it never entices me as a user to return and complete.

All it makes me do is email them and ask them to stop sending me them.

IMHO, this could all be avoided if more retailers made their pricing transparent and not add it all at the end...

ie if a widget costs £20 + VAT tell me when I look at the product. If it costs £3.95 to ship it, tell me when I am looking at the product....SIMPLES

I did think that ex vat and inc vat had to be displayed in the UK, I must be mistaken.

END RANT

Regards
Daren

 

[jamie1183]

A few of our Magento clients use this feature and alot of them claim that is has good benefits.

The way which seems to be more effective used by one of our other clients is to monitor throughout the day orders that are open and not processed and if no payment gone through within 1 hour give them a courtesy call to ask if there was a problem during checkout and about 80% of those calls result in the order been placed.

Also having the right person making that call with the correct manner helps.

 

[deadgoodundies]

Question to those who send out a discount code to those customers who don't complete the order.

What do you do when the customer cottons on that all they need to do , to get 10% off each time they want to order is just not not complete the order initially?

 

[j600com]

We do an auto abandoned email and it does help. Make sure the message is right and IMO 24hrs is too late, needs to be same day (but give them a few hours at least).

I also wouldn't advise discount codes via this process, offering discount over the phone/email if you've manually contacted them and found out price was the reason could be justified but people abandon for many reasons (not always price). The auto email needs to come across like a customer services email asking if they'd had any problems so you can identify why they are dropping out so that you can fix/tighten up the route causes of abandonment.

Deniser what is your website address? I don't mind giving it a quick look over to advise further on things that could help.