Recover abandoned carts with a conversation

Abandoned carts are a problem for online shops. The usual way to handle this is sending automated emails to get customers back. This works sometimes. But you are mostly sending an email and hoping for the best.

There is another way to handle it. You can start a conversation instead of sending another email.

Why emails are not always the answer

Sending automated emails is a common way to recover carts. You send a reminder, maybe with a discount, and hope the customer comes back. But this has problems.

• Your email gets lost. Customers get many marketing emails every day. Yours is just one of them. It has to compete with other brands and personal messages.
• It is one-way communication. An email just talks at the customer. If they left because they had a question about sizing or shipping, the email does not help. It does not let them ask. It just pushes them to buy.
• Many emails are not opened. They go to the promotions tab or the spam folder. The customer might never see your message.
• It feels automated. Using the customer's first name is not enough. People can tell when a message is automated and not personal.

How a conversation can help

Think about a customer in a physical shop. They pick up an item, hesitate, then put it back. A shop assistant would go over and ask if they can help. You can do the same thing online with chat.

A conversation on your website chat or on WhatsApp is direct. You can ask the customer why they left instead of guessing. This lets you do a few things.

• Find out why they left. Maybe there was a problem with the website. Or they had a question about the product or shipping costs. When you know the reason, you can fix it.
• Help them directly. You can answer their question right away. You can suggest another product or explain the shipping options. If they have a payment problem, you can help with that too.
• Give good service. A helpful conversation makes a good impression, even if they do not buy. The customer feels looked after. They are more likely to come back later.

How to start the conversation

The timing and what you say are important. You want to be a helpful assistant, not a pushy salesperson. It is best to act at the right moment.

When and where to talk

Do not send a message right away. Wait 15 to 30 minutes after the customer leaves the cart. This gives them time if they got distracted or are comparing prices.

The best place for this is your website's chat. If the customer is still on your site, a chat message is a simple way to talk. To use WhatsApp, you need the customer's phone number from the checkout. They should also agree to get messages from you on that channel.

What to say first

Do not use robotic phrases like "You left something in your cart". A more helpful message works better.

• "Hi [Name], I noticed you were looking at the [Product Name]. Is there anything I can help you with?"
• "Just checking in. Did you have any questions about the items in your cart?"
• "Hi there. If you need any help completing your order, I'm here to help."

The point is to start a dialogue, not to push for a sale.

A practical example

Here is how it can work in a wine shop called "The Neighbourhood Cellar". A customer named Alex puts two red wines and one white wine in his cart. He goes to the checkout and enters his details. Then he stops at the payment page and leaves.

After 15 minutes, the shop's AI assistant starts a chat on the website.

• Assistant: "Hi Alex, I saw you were putting together an order with some excellent wine choices. Do you need any help finalising your purchase?"
• Alex: "Hi. I was just looking at the shipping cost. It seems a bit high for just three bottles."
• Assistant: "I understand. Our shipping is calculated by weight to ensure the bottles arrive safely. However, we offer free shipping on orders over £50. Your order is currently at £42. If you like, you could add our artisan olive oil, which is £9, and you would no longer pay the £6 for shipping. Shall I add it to your cart for you?"
• Alex: "Yes, that's a great idea. Please do."
• Assistant: "Done. Your cart has been updated and the shipping fee removed. The new total is £51. If you like, you can use this link to go straight to the updated payment page."

The conversation saved the sale and also increased the order value. It solved the customer's problem about the shipping cost. Alex got a helpful solution.

Emails and conversations work together

Automated emails can still be useful. But if you only use emails, you are missing sales. A conversation is a good addition. It lets you step in to solve problems and learn about issues in your shop.

Think of an abandoned cart as a chance to talk to a customer. This helps you build a better relationship with them.

An AI assistant like Ralfi can handle these conversations for you. It finds abandoned carts and talks to customers on your website chat or WhatsApp to help them finish their purchase.