Solutions to 4 Problems that Cause Online Shoppers to Abandon Their Carts

30% of online shoppers do not complete the checkout process. That’s a lot of lost revenue. Sometimes shoppers get distracted, and sometimes they simply need more time to shop. Other times, they get frustrated and give up on the order. Here are four common reasons for cart abandonment, and solutions to help you get back those sales.

Problem: Not Enough Reviews

Reviews can increase sales by steering and bolstering confidence as shoppers are considering their purchases.

Additionally, it is important to know what your customers think of your products because then you know how you can improve your offerings, and where you should consider raising or lowering prices.

Solution:  After each purchase, ask for a review of both the shopping experience and the product. This lets the customer know that you still care even after the sale. Make sure the product was received and the customer is happy with it. Ask for a referral to a friend, offering a discount or coupon for the favor.

With InOrder’s Ratings and Reviews page you can enable live crowd sourcing so your customers can provide feedback for products or product categories. In addition, you can enable product or category- specific on line forums or Q&A sections. Customer feedback can be auto-approved or held for review based on your criteria. It can also be viewed in the Customer Timelines or even viewed at the product level from the Inventory window or on your reports.

Problem: Customers Can’t Find Products

If shoppers search for something specific, it means they know what they want, and they want to find it immediately. Check your search analytic results to see how shoppers are searching for your products. Remember that a search engine-optimized design gives you additional edge over the competition.

Solution:

If you have multiple product categories, make sure your customers can easily find what they’re looking for. Provide them with the ability to combine different search criteria, in whatever combinations they choose, with tools such as Facet Filtering.  InOrder’s SOLR search engine integration and Facet Filtering enhancements make it easier than ever for your customers to find the products they are looking for. Fixes you make in your main inventory database take effect on your website in real time, without waiting for cumbersome data feeds to occur.

Problem: Checkout is too Complicated or No Guest Checkout

If the checkout process requires customers to create an account, or if there are unexpected fees or high shipping amounts, shoppers might not complete the checkout process.

Solution: Keep the checkout process simple and quick. Reveal all fees up front and show your shoppers the checkout flow to let them know what to expect. Keep it efficient with as few steps as possible. Giving customers an up-front shipping estimate, or the option to bypass registration (when appropriate) can eliminate some of the breakdown at checkout.

Problem: You Can’t be Reached

Too often, online businesses use Email only as a means of contact, or a phone number is not easy to find. If shoppers have a question about your business or products, or a problem navigating your site, make sure you can help without making them wait. Customer Service should always be at your customers’ fingertips.

Solution: Make sure your customers can reach you immediately with any questions. Display your phone number where it can be easily and quickly seen. If shoppers have questions or problems navigating your site, make sure you can help without making them wait. Keep Customer Service always at your customers’ fingertips, and make sure your customer service reps can pull up the customer’s shopping cart, edit it, and help the customer get through checkout if necessary.

Reducing Cart Abandonment

When customers (and potential customers) leave items in their carts, messages with links to the carts can help guide them to checkout. A series of 2-3 messages at specific intervals provides subtle reminders that keep you in mind.

Read this article for more help about recovering abandoned carts.

 

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