All you need to know about cart abandonment software (for Indian D2C brands)

‍

What is Cart Abandonment?

Cart abandonment is when customers add items to their online shopping carts but leave without completing the purchase. It is a common issue for e-commerce stores, which creates a gap between the number of leads and actual conversions.

Each abandoned cart means lost sales, wasted marketing efforts, and a potential customer who leaves after you've worked hard to attract them.

These lost chances for customer engagement can also push potential buyers to your competitors, leading to even more lost revenue. Hence, it's crucial to understand why customers abandon their carts and find ways to fix it.

‍

8 Common Reasons for Cart Abandonment 🛒

Cart abandonment is a common challenge faced by every e-commerce store. The reasons behind it often stem from customer pain points like:

‍

1. Unexpected added costs

Your customers are already in two minds when purchasing their products, stuck between their desire to save money and or satiate their inner shopaholic. Add shipping fees, taxes, and other surprise charges during checkout, and you’ll lose them right away. 

2. Complicated Checkout Process

People like simplicity. A lengthy or complicated checkout process can quickly frustrate – or worse, bore – shoppers. Requiring customers to create an account just to make a purchase often leads to abandonment.  

3. Lack of Trust in Payment Security

Would you visit a website that isn’t trusted by your browser? Me neither 👀

If your website appears unsecure, customers may hesitate to enter their credit card information. Clear trust signals, such as SSL certificates and secure payment badges, can alleviate these concerns.

4. Limited Payment and Shipping Options  

No one wants to jump through hoops to purchase a simple product. If you don’t offer enough payment methods or your delivery options are too restrictive or slow, they will likely look for other stores that offer a wider range of payment options.

5. Slow Delivery Estimates

We live in an era of instant gratification, where customers are used to getting things like clothes and groceries in 10 minutes. Long delivery times can be a dealbreaker for customers who want quick deliveries.

6. Unsatisfactory Returns Policy 

Customers often review the return policy before making a purchase. If the policy seems too strict or unclear, they may decide the purchase isn't worth the risk.

7. Slow-Loading Pages

Shoppers expect websites to load quickly, particularly on mobile devices. A slow-loading site can frustrate users and lead them to abandon their carts before they even reach the checkout page. 

8. Decision Fatigue

A major reason for cart abandonment is decision fatigue. A study revealed that out of nearly 430,000 clicks across nine fashion subcategories, 76% of shoppers never completed a purchase after their first visit to a fashion website. Only a fraction returned to make one or two purchases, highlighting significant drop-offs in the buyer journey.

‍

This explains why customers can feel overwhelmed when they see too many choices or face complicated checkout processes. Research suggests this cognitive load can lead them to a state of decision paralysis where they prefer to leave their carts instead of making a decision. 

‍

How Cart Abandonment Software Solves These Challenges

Cart abandonment software typically helps you reconnect with customers who dropped off and encourages them to complete their purchases. Here’s how it works:

1. Reminders and Retargeting

Ever wonder why Instagram and Facebook show you ads for the things you said you want to buy? Well, it’s the power of retargeting. It’s the algorithm’s way of saying, “Hey, remember when you wanted to buy this cool thing? Why not just buy it?”

Cart abandonment software can help you track items left in shopping carts and send ads, emails, or SMS messages to remind customers about those items. This keeps the products in customers' minds and increases the purchase chances. Moreover, these personalized messages and ads make customers feel valued and understood, increasing customer engagement.

2. Abandoned Cart Emails (or Whatsapp Messages)

These emails remind customers about their forgotten items. For example, an email might say, “Hey, you left something behind!” It includes pictures of the items and a link to finish the purchase. These messages encourage customers to come back and buy. Moreover, re-engaging shoppers gives you a second chance to close the sale. 

3. Discount Offers

Everyone likes discounts! The idea of not paying full price for a product gives a dopamine rush like no other. 

Along with a reminder, you can offer a small discount, such as 10% off, to encourage a purchase. For example, if you're unsure about buying a ₹10,000 watch, seeing a pop-up for ₹500 off might convince your customer.

4. SMS Alerts

Text messages grab attention quickly. These software solutions send short messages to remind customers about their pending purchases. For example, a message might read, “Still thinking about that coffee maker? It’s waiting in your cart; complete your order now!” This immediate reminder helps increase sales.

‍

6 Essential Features to look for in your cart abandonment software

1. Real-Time Cart Tracking 

Good cart abandonment software tracks customer actions in real-time. It can tell you when a customer leaves a cart without purchasing it, so you can act quickly to save the sale. Alternatively, your cart or checkout solution provider like Shopflo can give you these insights. 

2. Automated Recovery Campaigns  

Once a customer abandons their cart, you must act fast; this is where automated recovery campaigns come in. This includes sending reminders through emails, SMS, and push notifications. 

3. Payment Integration

Your cart abandonment software should integrate well with popular e-commerce platforms like Shopify and WooCommerce. Shopflo is flexible and can easily connect with various payment gateways, making it simple for businesses to set up without technical issues.

4. Faster Checkout Flows  

A simple checkout process can reduce obstacles and increase conversion rates. Shopflo’s cart improves the user experience with features like milestones and a user-friendly interface, making it easier for customers to complete their purchases.

5. Detailed Analytics and Insights

Businesses need to know their abandonment rates, recovery rates, and how much revenue recovery campaigns bring in. Shopflo provides a clear reporting dashboard that shows insights into the conversion funnel, helping businesses make informed decisions.

‍

Best Practices for Cart Recovery 

Recovering abandoned carts is not just about sending reminders; it’s about sending the right message at the right time. Here’s how you can improve cart recovery.

‍

1. Timing and Frequency of Recovery Campaigns

Timing is key when reaching out to customers. If you remind them too soon, it may feel pushy. If you wait too long, they may lose interest. Here are some best practices:

• Consider the channel that works best for your audience. In India, Whatsapp is the preferred channel for cart recovery. However, if you’re selling a digital course, Email might be better. And if you’re selling something high-ticket, even a phone call could work.

• Send the first reminder within one hour of abandonment. This helps catch shoppers while their purchase is still fresh. 

• Follow up after 24 hours to rekindle their interest.

• Send a final reminder after three days, possibly with a discount or free shipping.

Shopflo automates recovery campaigns based on these time frames. This ensures consistent engagement with your users without overwhelming them. Its data-driven approach adjusts timing for the best results.

‍

2. Personalization

Personalization starts with knowing your customers. Generic messages rarely work. Customers are more likely to return to their cart when the reminders feel personal and tailored. Here are some best practices:

‍

• Mention specific items customers prefer or suggest similar products.
• Use their name and reference their browsing history to show you understand them.
• Offer personalized product recommendations to increase click-through rates.
• Personalize subject lines for immediate engagement, like “Hey Aimee, still thinking about this?”
• Add social proof with reviews, star ratings, or user-generated content. 

‍

For example, SKIMS uses customer testimonials and star ratings in their abandoned cart emails to reassure hesitant buyers.

‍

Shopflo’s personalization features makes sure every message feels unique. It analyzes customer behavior, cart details, and purchase history to create custom emails and SMS campaigns.

‍

3. Incentives

Offers can motivate customers to buy. Discounts, free shipping, and loyalty points can turn unsure shoppers into regular customers. Here are some best practices for using incentives:

• Use time-limited offers to create urgency.
• Encourage larger orders by offering free shipping on purchases over a certain amount.
• Reward repeat customers with points that can be used for future purchases. 

‍

4. Engaging Visuals and CTAs

Visuals and messages are great tools to guide customers. A good image with a clear Call to Action (CTA) can be very effective. Here are some best practices for CTAs:

• Use direct CTAs like "Shop Now" for easy navigation.
• Highlight benefits using CTAs like "Activate Free Shipping" or "Get 10% Off" to show advantages.

‍

Anyone can create attractive and engaging campaigns with Shopflo’s email and SMS templates. These templates help increase clicks and conversions, ensuring your CTAs get noticed.

‍

Two ways to tackle cart abandonment

Improve your cart so it converts better (proactive), or onboard a cart abandonment software so you can try to recover abandoned carts (reactive)

Why Choose Shopflo?

• Improve cart conversions: Shopflo is trusted by 600+ brands and offers solutions that directly address the challenges faced by D2C companies. Shopflo Cart features like milestones and segmented discounting help decrease the number of cart abandonments in the first place. 

‍

• Integrates with your favorite cart abandonment software: Shopflo tracks customer behavior in real-time and executes targeted remarketing campaigns to recover abandoned carts. By proactively reaching out to potential customers, we increase the chances of conversion.

Reduce cart abandonment with Shopflo today

Don’t lose potential sales to lengthy and clunky checkout processes. Turn your customers’ “maybes” into “yeses” with Shopflo. 

‍

Shopflo works across platforms, ensuring a consistent recovery experience whether you engage via email, SMS, or push notifications.

‍

Book a demo today and reduce cart abandonment in no time 🚀

Frequently Asked Questions

What are the common reasons for cart abandonment?

Cart abandonment occurs when shoppers leave without buying. Common reasons for cart abandonment include unexpected costs, a complicated checkout process, unclear return policies, or a lack of trust due to security concerns. These factors can all hinder a smooth purchasing experience.

How should I measure cart abandonment rates?

To calculate the cart abandonment rate, divide the number of completed purchases by the number of initiated checkouts, subtract the result from 1, and then multiply by 100. This gives you the percentage of shoppers who started the checkout process but didn’t complete their purchase. For example, If 500 customers start checkout and 300 complete their purchase, the calculation is:  (1 - (300 / 500)) × 100 = 40%  

What are the top cart abandonment software for Indian D2C brands?

For Indian D2C brands tackling cart abandonment, top tools include LimeChat for AI-powered chatbots, Bik for SMS reminders, Zoko for WhatsApp-driven strategies, and BusinessOnBot for integrated automation. Shopflo integrates effortlessly with all, ensuring smooth workflows.