lessons learned from 200,000 abandoned carts: how to recover sales using cart abandonment email

Lessons Learned from 200,000 Abandoned Carts How to Recover Sales Using Cart Abandonment Email

MIKE ARSENAULT

Founder, Rejoiner.com

@mikearsenault

MIKE ARSENAULT

Founder, Rejoiner.com

@mikearsenault

100+ Retailers

$2.7m Recovered

Definition of Abandoned Cart

A potential customer who has visited your website, carted a specific item or item(s), started the checkout process but has left the site before completing their transaction.

The Problem

68% E-commerce Abandonment Rate*

*http://baymard.com/lists/cart-abandonment-rate

The Problem

68% E-commerce Abandonment Rate*

*http://baymard.com/lists/cart-abandonment-rate

DON’T Track

DON’T Follow Up

E-commerce Abandonment Rate Over Time

The Psychology

? $ First Name

Last Name

E-mailWindow Shopping Shipping Costs Form Frustration

The Psychology

? $ First Name

Last Name

E-mailWindow Shopping Shipping Costs Form Frustration

Login Fatigue Payment Errors Site Speed

The Psychology

? $ First Name

Last Name

E-mail

?

Window Shopping Shipping Costs Form Frustration

Login Fatigue Payment Errors Site Speed

Security Concerns Unanswered Questions Mobile

Quantify

LIVE CHAT

Re-engagement Strategies

LIVE CHAT DISPLAY RETARGETING

Re-engagement Strategies

LIVE CHAT DISPLAY RETARGETING

EMAIL REMARKETING

Re-engagement Strategies

Definition of Remarketing

The process of re-engaging a customer based on a recent interaction with your website, in an automated fashion.

Best Practices

Capture Email Early

Deliver a Sequence

Real-time > Batched

Use a Customer Service Tone

Personalize

•  Salutation

•  Cart Items

•  Subject Line

Think Cross-Device

Measure Performance

•  Abandoned Carts

•  Abandonment Rate

•  Email Open/CTR

•  Conversion Rate

•  Avg. Order Value

Case Study

"These emails alone are driving 2% of overall site revenue, with a recent conversion rate of 10%. These results actually are better than what we experienced during the 2012 holiday season."

Nov 15-Dec 31 •  $63K+ Recovered •  AOV 10% Higher then Organic Orders •  11% Campaign CTR •  8.9% Conversation Rate

Listen

•  Uncover friction points

•  Qualitative feedback

Questions? mike@rejoiner.com

855-473-5646 x701

@rejoinerapp