Reduce shopping cart abandonment in 2023 with SMS

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It’s virtually impossible to eliminate cart abandonment. You may have the most user-friendly website, a seamless checkout process, competitive pricing, and innovative products. Yet, there will always be customers who abandon their cart before completing the transaction. However, you can reduce the number of cart abandonments, even if you can’t eliminate them completely.

How to Reduce Shopping Cart Abandonment Using SMS
1. Manage unexpected costs
The customer found the perfect item and added it to their cart. When it comes to checkout, they are hit with an additional cost they weren't expecting, like shipping or VAT, which leads them to abandon their cart.

While it’s important to clearly outline and signal your pricing strategy, some customers may not realize it. If they abandon their cart due to unexpected costs, you can send them a text message that will encourage them to complete their purchase. For example, if you think shipping costs are the culprit, why not offer a discount or even free shipping?

2. Simplify the payment process
The more complex your checkout process, the more likely your customers are to abandon their carts. This is confirmed by a study by the Baymard Institute, which found that the two main reasons for cart abandonment were the length of the checkout process and the fact that customers were required to create an account to complete the transaction.

Customers – especially first-timers – want a fast, frictionless checkout experience. argentina telemarketing data They don’t want to have to create an account or fill out additional fields (phone number, birthday, etc.).

If you think your subscriber was scared off by the checkout process, you can send them a link to a simpler purchase process via SMS. Here's an example of an SMS message you could send:

Hi [Name], we couldn't help but notice that you left these products in your cart. We hope everything went as planned. If you still want to check these items out, click on the link for a smooth purchase [insert URL]. You can also reply with “HELP” and one of our advisors will be able to assist you.

Providing a two-way conversation can reveal other reasons why the customer didn’t complete their purchase. You can use transactional SMS to handle responses, with the keyword being HELP, and if things get more complicated, you can escalate the matter to a real member of staff.

3. Fixing Invalid Promo Codes
Offering exclusive and/or time-limited promo codes is a great way to drive customers to your website. But if that code doesn’t work when the customer wants to use it at checkout, they’re likely to abandon their cart.

Before sending promo codes and offers, please check that:

There are no spelling mistakes.
The code has not expired.
The code is not too long or too complicated (which could lead your customer to enter it by mistake without realizing it).
If your website collects data on failed coupon code entries, you can quickly detect the problem. Automatically link this data to your SMS platform and set it up to automatically send new coupon codes to these customers.

Tip: If your customer narrowly misses the deadline for their promo code and it expires, and you are able to track this data in your SMS platform, why not send them an extension? Here is an example of what you could say:

We noticed you are trying to use an expired discount code. We would like to extend our special offer for you. Use code EXTEND23 at checkout! Hurry! Offer ends on [DATE].

4. Reduce distractions
Scrolling is a pastime for many, so it's completely normal for a customer to abandon their cart when they have something more important to do, or even just when they're tired and going to bed.

Use SMS to gently remind customers who left items in their cart without checking out. While some may have simply changed their minds, others may have simply forgotten. There may even be a few customers who genuinely believe they’ve completed the checkout process, but they haven’t.

So don’t overlook the power of an SMS reminder. Combined with an email reminder, it can be the element that convinces your customer to complete their purchase.

Tip: Send your reminder SMS at the right time. If you know that customers can be distracted at certain times of the day, avoid those times and choose a time when you know you will have their full (or near-full) attention. Also, try to send your reminders within 24 hours so that your customer doesn’t completely forget about their purchase or find it elsewhere.

5. Keep customers coming back even if they've found another solution
Typically, consumers like to shop around to find the best deal or product/service that meets their needs. This is another common reason for cart abandonment. Your consumers may find a cheaper alternative or what they feel is more suitable for their needs.

If it’s the price that caused your customer to abandon their cart, why not use SMS to send a special discount code or voucher. This could be what seals the deal, especially if the consumer is still shopping.

Reduce cart abandonment and increase sales with SMS
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