The online shopping industry is still booming. In 2018, the global e-commerce market grew by 18 percent. This trend continues. Despite the rising sales figures, e-commerce still has a major problem: high cart abandonment rates during checkout. With an average abandonment rate of 74.58 percent, companies continue to lose numerous interested customers.
What many of these companies do not know: Chatbots can help! In this article, we will show you how to reduce cart abandonment with chatbots.
Let’s take a look at the reasons for cart abandonment first. Here are the most common ones:
- Too expensive or no free shipping
- Users only want to do research about available products
- Shipping options are too slow
- Checkout is too complicated
- Bad side navigation
Chatbots can actually help with two or three of the listed problems above.
When a purchase is canceled, this is often due to a lack of information. Whether the user is wondering how much shipping costs he actually has to pay or how the return policy looks like. No matter what information is missing: Users leave the checkout to search for the required information.
With a little bit of luck, they find the information they need without any problems. However, if they don’t find it, they leave your site and might go to a competitor. Don’t let it get that far. Offer your users a chatbot that is always there to help and advise them.
With the help of the bot, users can search for the desired information without leaving the checkout. Chatbots can provide all the necessary information within seconds.
Another frequent reason for abandoning a purchase is that the user encounters new information that makes him unsure. This can be either an unclear representation of which products are currently in the shopping basket or additional costs that he did not expect.
Whatever it is, chatbots can help to eliminate these uncertainties by providing the missing information. They can also pass communication to a human employee if needed. In any case, make sure to communicate essential information such as shipping fees transparently.
Chatbots offer another advantage when it comes to personalization. Depending on whether a user is already logged in with his account or not, different information is available to them. Let’s assume that the user is logged in and has already made a purchase in the shop.
In this case, both his previous communication with customer service and his buying behavior can be taken into consideration in the chatbot’s responses. This way, information is not requested twice and content such as product recommendations can be adapted to the preferences of the user.
Moreover, chatbots can accompany users along the whole customer journey and provide personalized information depending on where the users are at and what could be beneficial to them at that time.
If a user visits your shop, he often has no intention to buy. Many people just research and want to find out about existing products and shipping conditions. During the checkout, they want to see if there are any additional costs.
Use this unique opportunity and interact with these users before they leave your shop. For example, make them special offers that are only valid if they make a purchase within a certain amount of time.
Is there any important information or special features that users should definitely know about and that you can leverage to your advantage? This is the right moment to share this information with them.
If you are interested in a chatbot for your e-comm business, don’t hesitate to schedule a free demo with one of our experts to see if our chatbot solution is a good fit for you.