Ecommerce Chatbot: the Best Way to Prevent Shopping Cart Abandonment

11th DEC 2018 | Disponible en Español
shopping cart
If you have an ecommerce site you surely know shopping cart abandonment, and the drama associated with this topic! Just think that in the first quarter of 2018 in the UK the cart abandonment rate was at 75.6%, according to research conducted by SaleCycle.

We talk about cart abandonment when the visitor of an ecommerce site leaves the page before having completed all the steps to finalize the order. In some other contexts, even a visitor who adds a product to the cart in an ecommerce and then leaves the site without buying the product that he put in the cart, is a type of cart abandonment.

A large number of visitors leave their cart before completing the purchase, and the majority of these “almost customers” do not provide their email address, because it is not required, or because there is no need to register on most sites to avoid friction during the shopping process.

As a result of this, in many cases the ecommerce site can’t send an email to remind of the item left in the cart. And even if the customer provides an email address, millions of these emails about carts abandonment never reach users, end up in spam/promotional inboxes or are ignored.

Only the minority of users will open that email, and only a small percentage of them will follow click through and return to the site. Even remarketing activities are pretty expensive and have a very low engagement rate, and email efficiency has never been so low.

So, instead of opting for a solution that can provide a small advantage, it’s convenient to look for something new. If you take a look at the latest communication trends, you will find that chats absolutely dominate the market, and you probably already have a direct experience of it in your everyday life. Undoubtedly, today customers prefer to use instant messaging instead of calling or visiting the store.

Email vs. Messenger Chatbot

Below, there are some key differences that will show you why you should consider chatbots rather than emails in helping to recover lost customers in a much more effective way.
ecommerce website

Higher Open Rate

The emails sent in these situations have a very low open rate, especially, when you have an ecommerce with very low traffic the open rate is even lower. Instead, the open rate of instant messages about abandoned items on Messenger it is much higher. Almost all your messages will be read on the Messenger platform, given the large number of users who use it. In September 2018, Messenger passed 1.3 billion monthly active users, according to research carried out by Recode.

Higher Click Rate

Knowing that a customer has read a reminder message that you sent him is not enough. What matters is whether they click on the link you are sending them and complete the procedure. If they do not click, they will hardly buy. We are very lucky to have chatbots at our disposal, because instant messaging is the ideal platform to remind your customers that they can continue to buy even inside the chatbot itself without having to click on any links and go to any other site.

Higher Response Rate

Chatbots offer a much more personal way of communicating. Who does not like being recognized personally? In this way you will be able to get better answers and feedback, and many more customers will also start to ask questions about the products they have in their cart, which was previously abandoned. This will give you a better chance to regain your customers’ business.

Everything ends up in the Inbox

Unlike emails, chatbots do not have multiple folders like spam, promotions or updates, so, you do not have to worry about where your messages will be delivered. You can sit down, relax and everything will end up directly in your client's “inbox”.

That's it, it's all here!

Now that you know the benefits of a chatbot compared to emails in managing your customers and treating the problem of cart abandonment, book a call with one of our experts to find out how to add value to the service you offer to your clients.

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