Shopping Cart Abandonment

Yellow Squash said:
Maybe you should do a better job convincing your visitors to believe that you are as awesome as you believe you are, so they should pay more just because of your awesomeness.

Your customers could care less about your internal philosophy and that shows a serious flaw on your part. Customers dont care what they can do for you, they care what you can do for them.

Stick to retargeting, but setup lists and target people who reached your checkout page with a custom message.
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You haven't asked one question about my business, nor do you have any idea who my customers are. All you know is that we have some sort of internal philosophy. You have no idea if it's working or if it's not working. I don't think that speaks to a serious flaw on my part. But I appreciate the words of wisdom. If you would like to know more about why we made that decision, I will gladly explain. That said, our customers do care quite a bit about our internal philosophy. Our internal philosophy is responsible for the current growth, and it has generated an incredibly loyal customer base. It doesn't mean that we won't change how we do business. But for now, this is the brand we've decided to build. Now back to discussing cart abandonment.
 


Do you have anything that recognizes a return visitor, welcomes them back, shows them the product(s) they were previously interested in during their last visit, and maybe offers a small discount on them?

As for the one-page checkout process, I'm not sure because I can't see your ordering process, but chance you could clean it up a bit via AJAX. Would still be a multi-step process, but just all done on one page with different elements / sections being displayed when needed, so the user doesn't have to wait for full page reloads.
 
samgeneric said:
You haven't asked one question about my business, nor do you have any idea who my customers are. All you know is that we have some sort of internal philosophy. You have no idea if it's working or if it's not working. I don't think that speaks to a serious flaw on my part. But I appreciate the words of wisdom. If you would like to know more about why we made that decision, I will gladly explain. That said, our customers do care quite a bit about our internal philosophy. Our internal philosophy is responsible for the current growth, and it has generated an incredibly loyal customer base. It doesn't mean that we won't change how we do business. But for now, this is the brand we've decided to build. Now back to discussing cart abandonment.
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Within my criticism, I did give you some advice

"Stick to retargeting, but setup lists and target people who reached your checkout page with a custom message."

I'll give you one more. Use predictive marketing tools. Here is a program: Spring Metrics. With this tool, you can setup rules and have several rules running.

Look at your analytics. Find the average number of page visits a visitor makes before exiting, average time on site and most importantly average time on checkout page before exit.

Create campaigns to target these visitors with a message once the reach the thresholds you set. What you are doing is predicting when they may leave your site.

Offer them assistance with the pop out by offering them live chat support or something.
 
Kiopa_Matt said:
Do you have anything that recognizes a return visitor, welcomes them back, shows them the product(s) they were previously interested in during their last visit, and maybe offers a small discount on them?

As for the one-page checkout process, I'm not sure because I can't see your ordering process, but chance you could clean it up a bit via AJAX. Would still be a multi-step process, but just all done on one page with different elements / sections being displayed when needed, so the user doesn't have to wait for full page reloads.
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I'll hand the suggestion to our developers. I think a quicker pageload would be huge on the checkout portion. Regarding last visit stuff, we do an incredible job managing our CRM (we use highrise, so nothing special), and we have an interactive chat widget (Olark) that stores information and integrates with our CRM. So if someone returns to the site who has interacted with us before, we know quite a bit about them and offer a lot of personal guidance. But it is certainly not automated. Our product catalogue isn't really conducive to a lot of that. It's a sort of one and done thing. Once you've purchased the product, you probably won't have to buy product for another 10 years.

The purchasing decision is actually kind of crazy. Our average buyer visits the site 6 times across multiple weeks before making their final buy. So it's kind of a heavily researched decision.

We really don't do discounts. I know this sounds absurd to a lot of people here. But we don't. I may consider doing a big write-up/case-study on why we don't (not saying we never will, but we don't right now). We have actually made the decision for a very specific reason that has to do with growth. As a marketer, I'm frustrated because there are about 10,000 different levers I can pull. Retargeting, for example, is one of them. We aren't pulling them not because we can't pull them. We aren't pulling them because right now we're managing growth so we can make sure that our brand doesn't suffer as we get bigger. If there is anything I learned while working in agency with other big brands: never do a campaign that will send you more business than you can handle.
 
Yellow Squash said:
Within my criticism, I did give you some advice

"Stick to retargeting, but setup lists and target people who reached your checkout page with a custom message."

I'll give you one more. Use predictive marketing tools. Here is a program: Spring Metrics. With this tool, you can setup rules and have several rules running.

Look at your analytics. Find the average number of page visits a visitor makes before exiting, average time on site and most importantly average time on checkout page before exit.

Create campaigns to target these visitors with a message once the reach the thresholds you set. What you are doing is predicting when they may leave your site.

Offer them assistance with the pop out by offering them live chat support or something.
Click to expand...
We have been using KissMetrics. Do you prefer SpringMetrics? I've also heard good things about MixPanel. Thoughts? Did you get good actionable data from SM (anecdotes are always welcome)?
 
Kiopa_Matt said:
Do you have anything that recognizes a return visitor, welcomes them back, shows them the product(s) they were previously interested in during their last visit, and maybe offers a small discount on them?

As for the one-page checkout process, I'm not sure because I can't see your ordering process, but chance you could clean it up a bit via AJAX. Would still be a multi-step process, but just all done on one page with different elements / sections being displayed when needed, so the user doesn't have to wait for full page reloads.
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Btw, do you know of any good softwares for ecommerce that will do the "related product", "here's what you last saw" stuff? I have been incredibly disappointed with off-the-shelf solutions I've seen in the past. But it's been years since I've tried them, so there may be good ones that have been hugely improved.
 
samgeneric said:
Btw, do you know of any good softwares for ecommerce that will do the "related product", "here's what you last saw" stuff? I have been incredibly disappointed with off-the-shelf solutions I've seen in the past. But it's been years since I've tried them, so there may be good ones that have been hugely improved.
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Unfortunately, no. Would love to throw my hand in the air and say "I can do it!", but I honestly wouldn't even recommend myself for that job. You need someone like emp or cardine who are good with machine learning algorithms. A quality recommender system is actually more complex than you would initially think, so it doesn't surprise me at all that most of the off-the-shelf solutions are garbage.
 
samgeneric said:
We have been using KissMetrics. Do you prefer SpringMetrics? I've also heard good things about MixPanel. Thoughts? Did you get good actionable data from SM (anecdotes are always welcome)?
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Spring Metrics is the actionable resource. You use your own data and program Spring Metrics to alert the visitor according to the rules you setup. Spring Metrics will throw a pop out across the bottom prompting the visitor with whatever you want to prompt them with.

Try it out. You are basically predicting when they might leave the site, then giving them something, like live help or whatever you decide right at that threshold.
 
+1 for upsellit. Using that for exit discounts works well.

How many days to purchase are most of your customers? Add in an abandon cart email sequence yourself as well. I would do 2-3 emails here. You should be able to do this inhouse pretty easily.

Also, how long are you storing carts? How does that compare to your 90% of days to purchase?
 
samgeneric said:
Btw, do you know of any good softwares for ecommerce that will do the "related product", "here's what you last saw" stuff? I have been incredibly disappointed with off-the-shelf solutions I've seen in the past. But it's been years since I've tried them, so there may be good ones that have been hugely improved.
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iGo Digital, Baynote, Strands Recommender and others
 
Yellow Squash said:
Spring Metrics is the actionable resource. You use your own data and program Spring Metrics to alert the visitor according to the rules you setup. Spring Metrics will throw a pop out across the bottom prompting the visitor with whatever you want to prompt them with.

Try it out. You are basically predicting when they might leave the site, then giving them something, like live help or whatever you decide right at that threshold.
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Ok, cool. We'll give it a try.
 
samgeneric said:
want more competition. What else do you do that's unique experience wise?
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Can't say. lol.



Kiopa_Matt said:
Do you have anything that recognizes a return visitor, welcomes them back, shows them the product(s) they were previously interested in during their last visit, and maybe offers a small discount on them?
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I like that idea, but it depends on the item. Being old school, I've always gravitated toward products where people came to the internet for anonymity. Most people know that's not true now, but remarketing certain products will freak people out. Electronics, yes! Adult diapers, NOoooooooooooooo!

And I know "remarketing" is not the same as an onsite discount, but either seem bad with certain products. My comments above were limited to email communications after an abandoned cart.
 
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