At times, a consumer visits an online store, adds merchandise they love to their cart, and then disappears. This is a well-known example of an abandoned cart!
Have you ever felt the pain of a lost sale? You are not alone! Several online retailers grapple with this issue regularly.
According to the Baymard Institute, the average online shopping cart abandonment rate is approximately 70.19%, which means that 70% of shoppers (Baymard) add products to their cart but do not finish the transaction.
But what if there was a way to bridge that gap and re-engage those potential customers? With WhatsApp, businesses can efficiently recover abandoned carts and turn missed chances into dedicated clientele.
From implementation tips to WhatsApp message templates, this blog explores the best practices to WhatsApp abandoned cart recovery. Let's dive in!
Understanding Cart Abandonment
Cart abandonment happens when shoppers add items to their online cart but leave the site without completing the purchase.
Picture this: A customer finds a trendy pair of shoes > adds them to her cart > gets distracted by a phone call.
By the time she returns, she’s forgotten about her shoes and moves on.
There are numerous reasons why customers leave their carts empty, ranging from interruptions to unforeseen expenses. The bright side is that since these customers have expressed curiosity about your offerings, you can win them back as future clients! This is where a WhatsApp message about an abandoned cart can be very effective.
Why choose WhatsApp for cart recovery
WhatsApp provides businesses with a familiar and adaptable way to re-engage shoppers. Here are the top reasons that qualify WhatsApp as a powerful platform for cart recovery.
1. Increased rates of engagement
Did you know that WhatsApp boasts some of the highest engagement rates among messaging platforms? It boasts an average opening rate of 98%. Users are quite active on it, checking messages regularly.
This means your abandoned cart reminders are more likely to be seen and acted upon! When a customer sees a friendly reminder pop up directly on their phone, they’re more likely to engage than if it were buried in their email.
2. Tailored interaction
With WhatsApp, you can create customized messages that feel less like a faceless marketing alert and more like a conversation with a friend.
Customers feel appreciated and are more likely to react favorably to your reminders when you use features like name personalization and conversational tones.
3. Two-way interaction
The fact that WhatsApp is a two-way channel is one of its best features! Customers can quickly respond to your communications and inquire about their abandoned products. They are more likely to finish their purchase as a result of this reciprocal exchange.
4. Rich media support
91% of customers favor visual and dynamic content over static or text-based media.
WhatsApp isn’t just about text. You can include images or even GIFs in your messages! Want to show off that trendy shirt they left behind?
Include a stylish image or a short video. Visuals grab attention and can significantly entice customers to revisit their carts.
5. Automated messaging with a personal touch
You may create automatic abandoned cart messages using WhatsApp Business API while keeping a human touch. This implies that timely reminders can be sent without compromising the human factor.
Automated messages can feel spontaneous and genuine if crafted thoughtfully, which can lead to higher recovery rates.
Implementing WhatsApp Abandoned Cart Recovery
Let’s break down how to implement WhatsApp abandoned cart recovery and what metrics you need to keep an eye on!
Step 1: Understand your audience
Before going into the technical aspect, take a moment to study your customers’ behavior. Why do they leave their carts behind? They might have found a better bargain elsewhere, or it could be as simple as wanting more time to think.
Understanding your audience enables you to customize your communications and determine when to get in touch with them again.
Step 2: Create a Business WhatsApp Account
First things first: create a WhatsApp Business account if you haven't previously. You may effectively send broadcast messages and develop a professional profile with this platform.
If your company grows, you should also use WhatsApp's API. This enables you to send automated messages to customers who have abandoned their carts.
Step 3: Create a trigger for abandoned carts
Let's start the technical process. To identify cart abandoners, you will need to add a tracking system to your online store. This option is available on most e-commerce platforms, or you may use session tracking in conjunction with cookies.
Once a user abandons their cart, queue a message to be sent over WhatsApp.
Step 4: Crafting the ideal message
Make sure your messages are useful and pleasant! A straightforward "Hey [Name], we saw you left some things behind." They are being held for you. "Do you need assistance finishing your order?" goes a long way.
You might also provide free shipping or a tiny discount to lure them back.
Step 5: Track your metrics
Once your WhatsApp abandoned cart recovery strategy is live, you can track its performance. Here are some key metrics to keep an eye on:
- Abandonment Rate: The percentage of visitors who leave without completing a purchase. Knowing this can help you identify possible problems with your checkout procedure.
- Recovery Rate: The proportion of abandoned carts that, following WhatsApp messages, are turned into actual purchases. This shows how successful your messaging is.
- Response Rate: The proportion of customers who engage with your WhatsApp messages. A high response rate is suggestive that your messages resonate with your audience.
- Conversion Value: Track the overall revenue generated from carts that are recovered with the expenses incurred by your WhatsApp strategy. You can evaluate your ROI with this statistic.
- Customer feedback: After purchasing, ask customers to reply with their thoughts. Understanding their reasons for abandoning or returning can guide improvements.
Crafting Effective WhatsApp Messages
Here are some quick tips to craft effective WhatsApp messages for cart abandonment recovery that blend urgency and personalization.
1. Personalize your message
Start by addressing the customer by their first name. Personalization creates an emotional connection and enhances the customer’s experience. For example:
“Hi Mr.X! We noticed you left some amazing items in your cart.”
2. Be friendly and conversational
Use a conversational tone that reflects your brand’s personality. Customers appreciate a friendly approach rather than a sales-heavy script. For instance:
“We get it—life gets busy! Just wanted to give you a quick nudge about those fabulous shoes you were eyeing.”
3. Emphasize the products that were left behind
Remind the buyer of what they left behind to reinforce their interests. Provide pictures or product links:
"Your cart is still waiting for you! The shoes you adored are here: [Insert Image/Link]. They would look fantastic with your party outfit!"
4. Establish a feeling of immediacy
Incorporate urgency to promote prompt action. Let customers know there’s a time limit on their saved items or any current offers:
“Just a heads up, we have a limited stock, and these beauties might sell out soon! Grab them while you can!”
5. Provide a bonus
Customers can be persuaded to finish their transaction with a modest incentive. It might be a tiny gift, free shipment, or a discount:
"We're giving you 10% off your next purchase! To avail the offer enter the code "SAVE10" when checking out, enter the code "SAVE10."
6. Encourage questions
Ask the customer to get in touch if they need help or have any questions. This improves customer service by highlighting your availability to assist:
"Please respond to this message if you need assistance placing your order or if you have any queries concerning the product! We are here for you."
7. Give a simple call to action (CTA)
Use a clear call-to-action at the end of your message to remind customers to return to their cart:
“Ready to claim your shoes? Click here to complete your purchase: [Insert Link]. We can’t wait for you to enjoy them!”
8. Timing is everything
To get the customer's attention, send these messages at the right times. Since they are probably still interested, it is usually best to reach out to them within an hour. If no answer is received, a follow-up message might be sent 24 hours later.
Best Practices and Compliance
Here are some of the best practices and compliance requirements to ensure you are utilizing WhatsApp abandoned cart recovery effectively.
1. Understanding your audience
Understanding your audience well is essential before creating any message.
Analyze your customer data to determine purchasing patterns and periods of high activity. Additionally, conduct surveys or gather feedback to identify what customers value most.
Remember, understanding nuances in your audience allows you to tailor your communication appropriately.
Distribution of digital buyers in the US by age group
For example, younger audiences may react better to emojis and informal language, whereas elderly customers might value a more professional approach. Segment your audience according to their demographics and purchasing habits to ensure your consumers feel appreciated and acknowledged.
2. Get permission first
The key to successful WhatsApp messaging is gaining the user's permission. Before sending messages, verify that the customers agreed to receive communications via the platform.
A simple opt-in strategy could resemble this:
“By entering your phone number, you agree to receive updates and offers via WhatsApp from us.”
This increases the possibility that your customers will interact with your messaging and helps you gain their trust. Keep in mind that unsanctioned messaging might irritate customers and damage a brand's reputation in the long run.
3. Follow up carefully
Aim to send your first message shortly after the cart is abandoned—preferably within an hour. This window captures the customer's present mental state and increases the likelihood that they will act on their purchase.
But don't bombard the client with too many messages in a short period. Wait at least twenty-four hours before gently reminding them if they don't reply to your initial follow-up. An updated notice listing the products that were left behind and offering a time-limited deal could be part of this:
“Hi [Name], we noticed you left behind some items in your cart! We’ve saved them for you—check them out before they’re gone!”
A persistent approach demonstrates your concern for your customers without being pushy.
4. Decoding WhatsApp’s business policy
Following WhatsApp's business guidelines is essential to offer your users a satisfying experience. WhatsApp has stringent rules about how companies can interact with its users. This further focuses on the significance of value-driven and pertinent messaging.
Promotional messages should be sent only to the customers who have opted in. Additionally, communications must be informative and timely to assist customers rather than just promoting purchases.
5. Data protection regulations
Data protection laws such as the California Consumer Privacy Act (CCPA) in the US and the General Data Protection Regulation (GDPR) in Europe are essential. Being transparent about how you manage customer data is as crucial as ensuring that every procedure complies with these rules.
This entails clearly communicating:
- What data do you collect?
- How will it be used?
- How long will it be retained?
- Who has access to it?
Put strong security measures in place to safeguard data and prevent misuse. To further promote transparency, you can include a link to your privacy policy in your WhatsApp messages.
6. Allow unsubscribing
Customers should be able to unsubscribe from future WhatsApp messages in every communication easily. This builds trust by demonstrating your appreciation for their decisions. Your messages could conclude with the following straightforward statement:
"If you no longer want to receive messages from us, reply 'STOP."
Offering this choice gives customers more control over how they interact with your brand, improving customer happiness while ensuring compliance with rules about unsolicited messaging.
7. Respect customer privacy
When it comes to understanding and protecting customers' privacy, building long-lasting connections with them is more important than merely complying with regulations.
Consumers value companies that put their privacy first as they become more aware of how their data is used.
Ensure that any data collected during interactions is stored securely and used solely for the intended purpose. Tailor your messages to the recipient's interests and past interactions to reduce intrusive communication.
Boost sales with WhatsApp abandoned cart recovery!
By implementing a WhatsApp abandoned cart recovery plan, you can increase conversions and interact with customers in a personalized manner.
With an appropriate WhatsApp Business API partner, cart abandonment can be turned from a drawback into an opportunity. Gallabox's WhatsApp Woocommerce integration and WhatsApp Shopify integration makes sending recovery notifications easy.
Start a free trial now to discover more about our WhatsApp Business API solutions!
FAQs about WhatsApp abandoned cart recovery
1. Which platforms support WhatsApp abandoned cart automation?
Some top platforms that support WhatsApp abandoned cart automation are Gallabox, Zoko, Interakt, and AiSensy.
2. What are the key performance metrics for WhatsApp cart recovery?
Key performance metrics for WhatsApp cart recovery include cart abandonment rate, response rate, conversion rate, and open rate.
3. How does WhatsApp abandoned cart recovery compare to SMS recovery
WhatsApp abandoned cart recovery usually provides a far greater open rate and engagement than SMS recovery because of the intuitive and engaging characteristics of the WhatsApp platform.
