Last week, we talked about how the majority of your shoppers will abandon their shopping carts when ordering from you. That's a less than 30% success rate, but the good thing is that we can still recover those customers after they leave.
We also talked about some ways to recover abandoned carts, which include:
- Sending reminder emails and a timed message on your chatbot a short time after they've left without completing their order.
- Have your chatbot prompt them to finish their order before leaving your website.
- Offering a shipping discount when buyers leave, in case they are concerned about high shipping costs.
- Engaging directly with customers via chat if they are leaving in case they are just browsing and are undecided about your products.
But oftentimes, it's a challenge to know exactly what to tell your shoppers when they do leave their carts without paying. It's difficult to not be too pushy, but be able to convince them to finish their order.
To help you, we've collected some messages you can adapt for your own chatbots. Take a look at the examples below.
The Low-key Reminder
We don't want to be a hard sell and irritate customers when they've put items in their cart. But how do we remind them to complete their purchase before they leave?
We can do it by reminding them gently, without pushing them to check out right this very moment.
If they start to leave your website, a tasteful and friendly popup from your chatbot with the following message might do the trick:
Hello! We've saved your shopping cart so you can come back anytime to complete your purchase.
If you're running a purely Messenger e-commerce store with a chatbot, you can do the same with a timed message an hour after they last interacted with your chatbot.
By the way, we've saved your order--come back and complete your purchase anytime you're ready!
The Offer to Help
Sometimes, people need a little help figuring out what to do. Maybe they're new to ordering online, or they don't know how to find what they need. If your chatbot shows them it can help, they may take up that offer.
It seems you have some items in your shopping cart. Let me know if you need help finishing your order!
This is also a good time to see if you need to do a handoff for this customer to a human staff member. Chatbots are great at quick responses to most common questions, but if your customer needs some special attention, make sure they can contact a human being to help them.
The Go-Getter
Sometimes it's also good to remind your shoppers that the products they're eyeing won't be available forever. This is especially true if some items in their carts are low in stock.
The (name of product) you want is almost out of stock! Do you want to finish your purchase before it's gone?
This could also be a good time to either remind them of timed discounts and deals that may be expiring soon, or even offer them one if they finish their order.
Your (name of promotion) promo is expiring on (time)! Finish your order now to save money.
The Prodigal Child
If you come across a customer who has been gone for a while and is back on your site, they might feel gratified to find out you remember them. A cheerful message might help them feel at ease:
Welcome back! There are items in your shopping cart from the last time you were here. Do you want to finish your purchase?
Invite Your Shoppers Back Now
There are so many ways you can encourage your customers to come back to their shopping carts and finish their orders. It all comes down to how you approach them. Is your brand fun and youthful or professional and elegant? Make sure your messaging is on-brand and you've got a winning reminder message.
Don't forget to always re-evaluate your reminder messages. Change them up and track which ones work best with your target market. The above examples are great starting points, but don't be afraid to customize them to fit the tone and style that's right for your business!