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Prevent abandoned shopping cart

heybubble (2842391) writes | about a year and a half ago

0

heybubble writes "Below are ways to prevent cart abandonment on your E-commerce website.

1. Provide free or flat rate shipping- make it visible

There is nothing more that customers despise than after taking the time to go through all of their carefully picked selections on your website, to finally click the shopping cart icon on your website to see, that their items have different charges for shipping. $7 to ship your favorite pair of shoes to you, $5 for that shirt, $9 for a pair of pants. The inconsistencies of shipping prices are enough to have the customer click out and leave that cart full of items. A question I like to ask myself is what is working for major websites such as Zappos, Overstock to name just a few. A Forrester study, reports, “44% of customers abandon their shopping carts due to high shipping costs.” A staggering “88% of Web buyers say that they have abandoned an online shopping cart without completing a transaction.” This is a problem that has been remaining the same for the last 5 years and has not been addressed by companies. You can see a great example of this in the screen grab below from overstock.com page.

2. Eliminate Hidden Charges

Hidden is something that non of us enjoy, and is another one of those things that companies do that really doesn’t make much sense. Why not state shipping fees, or have the sales tax already calculated in? Why have a predicted shipping rate or taxes? WebCredible Uk’s 2010 Survey states that 49% of online shoppers abandon their purchases because of hidden fees that are only revealed upon checkout. A screen grab from BestBuy.com demonstrates this infuriating procedure.

3. Make cart item visible at all times

By having the cart visible at times it will prevent users from back tracking and having the customers get confused on what is already in the cart and what is not. To avoid the confusion and mayhem of back stepping, companies are actually making a drop down cart so customers can see what they have added, so they don’t forget. A company that I have seen do this is Seamless.com, which is helpful, no more double orders of egg rolls! (Unless you intended on ordering two orders J) In the screen grab below you can see their interface of the shopping cart that they have provided on their website.

4. Reduce the number of pages at checkout

The saying goes sometimes bigger is not always better in this case that is true more is not always best. When it comes to the checkout process the fewer pages the better, there is nothing more than a customer dislikes than having to login or signup before finalizing the purchase of the items in the cart. The best process to this is to have the card and shipping information on the same page minimizing the number of pages and steps to the check out process.

5. Have a wide variety of payment options

No two shoppers are alike, people want options, some people prefer Visa over MasterCard, while some still use the rare Diners Club International (pictured below). Another great feature is to allow customers the ability to use Paypal as well as the option of check to pay for purchases, that way no one is left out and you are reaching as many people as you can.

6. Remind customers of their abandoned carts

This doesn’t mean send them a reminder after ten minutes, but it is acceptable to send a reminder after an hour to a day of inactivity. Some companies will see that a user has been shopping and has a cart full of items, but have not completed the purchase, in this scenario you have a couple of options you can either send them a nudge with your live chat, something along the lines of “Let me know if you need any help with your check out.” Another option is to go the route that Amazon takes and to send out an email reminder after a day reminding the person that they haven’t finished checking out yet. The third and last is to cross your finders and hope for the best, but we recommend the other two.

7. Ask user to register after sale not before.

This one is simple and pretty straight forward don’t bug the customer to register or login before they even purchase the items, the amount of time going through and registering and the verifying though email takes, takes time away from the actual purchase. We suggest save it until the end, you will see a higher completion percentage if this is done.

8. Have high quality product images

This is something that is simple to do, with cameras readily available and a higher mega pixel this makes for an easy way to have high quality images on the website. If you images are stretched, pixilated or blurry this will deter customers from buying from you. Take pride in you product.

9. Highlight your sales and discounts

Make sure to highlight your sales and discounts; these are incentives that will help to keep customers, whether you do this through a customer loyalty program, or promotions allowing customers to access these discounts. This doesn’t just apply to online these practices can be provided in stores too.

10. LiveChat Support

Live chat support is something that helps retain customers, and will actually improve the percent of customers purchasing items from your company. Live Chat makes the customer feel comfortable to purchase from you website, the fact that they know there is a person they can talk to that will respond to them in a couple minutes if a problem every arose. HeyBubble Live Chat allows you to do this, with a non intrusive sleek looking chat at the bottom right corner of your webpage you can answer customer questions, help out if there are complaints, and help execute the sale. www.heybubble.com allows this to be done in the office or even on the go. We are providing customer service solutions that are tailored to you and your businesses needs.
#live chat software #live chat #live chat software solutions #live chat support

            Below are ways to prevent cart abandonment on your E-commerce website.

1. Provide free or flat rate shipping- make it visible

There is nothing more that customers despise than after taking the time to go through all of their carefully picked selections on your website, to finally click the shopping cart icon on your website to see, that their items have different charges for shipping. $7 to ship your favorite pair of shoes to you, $5 for that shirt, $9 for a pair of pants. The inconsistencies of shipping prices are enough to have the customer click out and leave that cart full of items. A question I like to ask myself is what is working for major websites such as Zappos, Overstock to name just a few. A Forrester study, reports, “44% of customers abandon their shopping carts due to high shipping costs.” A staggering “88% of Web buyers say that they have abandoned an online shopping cart without completing a transaction.” This is a problem that has been remaining the same for the last 5 years and has not been addressed by companies. You can see a great example of this in the screen grab below from overstock.com page.

2. Eliminate Hidden Charges

Hidden is something that non of us enjoy, and is another one of those things that companies do that really doesn’t make much sense. Why not state shipping fees, or have the sales tax already calculated in? Why have a predicted shipping rate or taxes? WebCredible Uk’s 2010 Survey states that 49% of online shoppers abandon their purchases because of hidden fees that are only revealed upon checkout. A screen grab from BestBuy.com demonstrates this infuriating procedure.

3. Make cart item visible at all times

By having the cart visible at times it will prevent users from back tracking and having the customers get confused on what is already in the cart and what is not. To avoid the confusion and mayhem of back stepping, companies are actually making a drop down cart so customers can see what they have added, so they don’t forget. A company that I have seen do this is Seamless.com, which is helpful, no more double orders of egg rolls! (Unless you intended on ordering two orders J) In the screen grab below you can see their interface of the shopping cart that they have provided on their website.

4. Reduce the number of pages at checkout

The saying goes sometimes bigger is not always better in this case that is true more is not always best. When it comes to the checkout process the fewer pages the better, there is nothing more than a customer dislikes than having to login or signup before finalizing the purchase of the items in the cart. The best process to this is to have the card and shipping information on the same page minimizing the number of pages and steps to the check out process.

5. Have a wide variety of payment options

No two shoppers are alike, people want options, some people prefer Visa over MasterCard, while some still use the rare Diners Club International (pictured below). Another great feature is to allow customers the ability to use Paypal as well as the option of check to pay for purchases, that way no one is left out and you are reaching as many people as you can.

6. Remind customers of their abandoned carts

This doesn’t mean send them a reminder after ten minutes, but it is acceptable to send a reminder after an hour to a day of inactivity. Some companies will see that a user has been shopping and has a cart full of items, but have not completed the purchase, in this scenario you have a couple of options you can either send them a nudge with your live chat, something along the lines of “Let me know if you need any help with your check out.” Another option is to go the route that Amazon takes and to send out an email reminder after a day reminding the person that they haven’t finished checking out yet. The third and last is to cross your finders and hope for the best, but we recommend the other two.

7. Ask user to register after sale not before.

This one is simple and pretty straight forward don’t bug the customer to register or login before they even purchase the items, the amount of time going through and registering and the verifying though email takes, takes time away from the actual purchase. We suggest save it until the end, you will see a higher completion percentage if this is done.

8. Have high quality product images

This is something that is simple to do, with cameras readily available and a higher mega pixel this makes for an easy way to have high quality images on the website. If you images are stretched, pixilated or blurry this will deter customers from buying from you. Take pride in you product.

9. Highlight your sales and discounts

Make sure to highlight your sales and discounts; these are incentives that will help to keep customers, whether you do this through a customer loyalty program, or promotions allowing customers to access these discounts. This doesn’t just apply to online these practices can be provided in stores too.

10. LiveChat Support

Live chat support is something that helps retain customers, and will actually improve the percent of customers purchasing items from your company. Live Chat makes the customer feel comfortable to purchase from you website, the fact that they know there is a person they can talk to that will respond to them in a couple minutes if a problem every arose. HeyBubble Live Chat allows you to do this, with a non intrusive sleek looking chat at the bottom right corner of your webpage you can answer customer questions, help out if there are complaints, and help execute the sale. www.heybubble.com allows this to be done in the office or even on the go. We are providing customer service solutions that are tailored to you and your businesses needs.
#live chat software #live chat #live chat software solutions #live chat support"

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