Forum Moderators: buckworks
Do you send abandonment emails?
Our cart abandonment software has the ability to capture email addresses. We've never enabled that feature.
Unfortunately, our new host does not capture emails for abandoned carts so we cant do it now.
The seller won't know the buyer's email unless the buyer is a registered repeat customer or has virtually completed the shopping process. Either way he is a good prospect whom you don't want to alienate with high pressure.
How would you feel if a B/M clerk were waiting at your car outside a mall to talk you back inside?
LOL
What online store uses this technique? I'd like to test it to see what kind of email they send. It would have to be worded very carefully.
Jsinger - yes, the wording int he email has to be very cautious. We framed it as more of a customer service response and tried to leave out anything that would indicate a sales pitch. It was very successful for us and we never got one complaint.
Yes, there are always reasons why someone would abandon, but finding the reason is of primary importance for the merchant not the customer. Finding out why is very valuable (lower competitor price, malfunctioning cart, etc.), but this should be done through other channels which do not involve calling cold calling. If they were interested they would have asked you during check out in the first place.
Some people respond to spam also and buy from it. Does this mean thats it's OK to ask everyone, even those to whom it is not welcome?
Dear #*$!x,Thank you for you interest in #*$!x.com. For your information, your order has been saved in your account and can be completed at any time by clicking the following link:
http://www.#*$!x.com/completeorder?id=12345
If you need any help or further information, please contact us at help@#*$!x.com or call 0800 123456.
Many thanks,
#*$!x.com Customer Services
I haven't worked out the exact conversion of this, but could be up to about 50%! I've never had anyone complain about this email being sent to them, and have sometimes had useful feedback as to why they didn't complete.
Jonathan
[edited by: lorax at 12:55 pm (utc) on Nov. 5, 2006]
[edit reason] delinked [/edit]
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BTW, with the election coming up and my phone ringing almost hourly with recorded political messages, I have a pretty short fuse for intrusive advertising.
Is there a reason you don't automate the process?
Is there a reason you don't automate the process?
Yes it could be automated.
I should clarify, by manual I don't mean I type it each time! I have just a simple link to click in my order admin to send it, so it's really no effort to send it - I would click through to the order details look and see who they were and what they were ordering anyway.
Also there's some cases where I wouldn't want to send it, for example:
- if the order looked fraudulent
- they are outside the UK (I only deliver inside the UK and say everywhere I only deliver in the UK, but people still checkout but realise at the last minute!)
- they might have pressed back and altered their basket and then checked out again and completed a second order, I wouldn't then send it for the first order
I guess I could automate it and add some of this logic to the code, but for the time it would take to add it, I'm happy to just click my link!
I've worked hard to make my checkout as simple as possible, so the number of people that don't complete is fairly small. I can only send these emails to the people that bail out at the last credit card step, which is perhaps only about one a day.
Jonathan
[donotcall.gov...]
Political solicitations are not covered by the TSR at all, since they are not included in its definition of “telemarketing.” Charities are not covered by the requirements of the national registry. However, if a third-party telemarketer is calling on behalf of a charity, a consumer may ask not to receive any more calls from, or on behalf of, that specific charity. If a third-party telemarketer calls again on behalf of that charity, the telemarketer may be subject to a fine of up to $11,000.
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also "surveys" aren't prohibited
