{"id":1583,"date":"2020-07-23T17:31:20","date_gmt":"2020-07-23T17:31:20","guid":{"rendered":"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/?p=1583"},"modified":"2020-10-09T04:47:55","modified_gmt":"2020-10-09T04:47:55","slug":"webinar-pandemic-proof-approach-to-abandoned-cart-customer-recovery","status":"publish","type":"post","link":"https:\/\/www.cartstack.com\/blog\/webinar-pandemic-proof-approach-to-abandoned-cart-customer-recovery\/","title":{"rendered":"[WEBINAR] A Pandemic-Proof Approach to Abandoned Cart &#038; Customer Recovery"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The global pandemic has certainly hit the eCommerce industry, but it\u2019s not all been bad &#8211; and the future doesn\u2019t have to be either.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We recently ran a webinar with web store and shopping cart expert <\/span><a href=\"https:\/\/www.volusion.com\/\"><span style=\"font-weight: 400;\">Volusion<\/span><\/a><span style=\"font-weight: 400;\">, to share a pandemic-proof approach to abandoned cart and customer recovery that weathers the COVID storm while generating more leads and conversions.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you missed it, don\u2019t worry, you haven\u2019t missed out. In this week\u2019s blog, we\u2019re sharing a replay of the webinar and summary of the key takeaways, including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A better understanding of COVID\u2019s effect on ecommerce and remarketing.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Why cart abandonment isn\u2019t such a bad thing.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Why a basic abandoned cart strategy can be a bad thing.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How to create your own customer recovery strategy.&nbsp;<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Let\u2019s jump straight in.&nbsp;<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">The True COVID Effect on Ecommerce and Remarketing<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You\u2019ve seen the headlines &#8211; the eCommerce industry is booming thanks to more businesses, shoppers, and panic buyers heading online due to COVID.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, if you read our recent blog on <\/span><a href=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/covid-impact-abandoned-cart-recovery-strategies\/\"><span style=\"font-weight: 400;\">The COVID Impact on Abandoned Carts<\/span><\/a><span style=\"font-weight: 400;\">, you know that the reality has been mixed.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our research shows that around 20% of online retailers have experienced a surge in sales, another 20% have experienced a lull in sales, and 60% haven\u2019t seen much of a difference- not quite the boom advertised. Other research shows the same, as demonstrated by this neat headwind and tailwind graphic from <\/span><a href=\"https:\/\/www.reforge.com\/blog\/2020\/6\/2\/retention-in-the-times-of-covid-19\"><span style=\"font-weight: 400;\">Reforge<\/span><\/a><span style=\"font-weight: 400;\">:<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1584\" src=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/wp-content\/uploads\/Covidheadwind_tailwindspectrum.jpeg\" alt=\"reforge_covid_headwind_tailwind\" width=\"700\" height=\"394\" srcset=\"https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/Covidheadwind_tailwindspectrum.jpeg 1500w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/Covidheadwind_tailwindspectrum-300x169.jpeg 300w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/Covidheadwind_tailwindspectrum-768x432.jpeg 768w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/Covidheadwind_tailwindspectrum-1024x576.jpeg 1024w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">The biggest impact COVID has had on eCommerce is not on the overall number of online shoppers but on sellers\u2019 ability to recapture and recover lost customers. Why is this?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Direct shoppers might be increasing (thanks to Amazon downgrading its Prime delivery speeds), but so are online retailers, comparison shoppers, and costs per lead.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Accordingly, cart abandonment is skyrocketing&#8230;even more so.&nbsp;<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Why Cart Abandonment is Still a Problem<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Cart abandonment isn\u2019t a new problem. Before COVID, 90% of shoppers weren\u2019t taking any action while on your website, and of those who did, 75% were abandoning their cart before the checkout.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">COVID has exacerbated the situation, through:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Distractions &#8211; more people are working from home, checking the news for updates, and being pulled onto Zoom calls while in the middle of shopping.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Attention &#8211; shoppers have more on their minds making it difficult to concentrate for lengthy periods.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Comparisons &#8211; with more retailers to choose from and less money to play with, shoppers are comparison shopping a lot more.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Fear &#8211; we\u2019re living through an unprecedented situation that creates fear-driven purchase habits such as reduced spending and risk aversion.&nbsp;<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">But it isn\u2019t all bad.&nbsp;<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Why Cart Abandonment isn\u2019t Such a Bad Thing<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">While people leaving your website before making a purchase isn\u2019t ideal, cart abandonment gives you a unique view into your potential customers, their buying journey, and the reasons behind abandonment.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When you view cart abandonment as a tool, rather than a problem, you open your business up to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">More leads to nurture.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Lead self-segmentation as a cold, warm, or hot.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The sources of abandonment.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This information powers you to address retention at every stage of the buyer\u2019s journey by delivering the right marketing message at the right time.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, if cart abandonment isn\u2019t such a bad thing &#8211; what is?<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Abandoned Cart vs. Customer Recovery<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The typical customer journey starts with three initial phases:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The awareness phase &#8211; when a customer becomes aware of your brand and products.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The consideration phase &#8211; where a customer adds something to their cart and moves to the checkout.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The sale phase &#8211; where a customer purchases products.&nbsp;<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">This journey then moves into the next phases of order management, fulfillment, and customer retention, but we\u2019re interested in the first three phases.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Your checkout flow is designed to support and facilitate the initial stages of the customer journey, making it easy and compelling for customers to move from awareness to consideration and conversion. During the awareness phase, shoppers are visiting your home, category, and product pages, whereas shoppers in the consideration phase have made it as far as your cart and checkout pages.&nbsp;<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1589\" src=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/wp-content\/uploads\/BuyerJourney-Graphic-01.png\" alt=\"buyer journey checkout flow funnel\" width=\"701\" height=\"394\" srcset=\"https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01.png 1366w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-300x169.png 300w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-768x432.png 768w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-1024x576.png 1024w\" sizes=\"(max-width: 701px) 100vw, 701px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">When it comes to tackling cart abandonment, the problem lies in which part of the checkout flow you\u2019re tackling because it directly affects which phase of the customer journey you\u2019re targeting, and, therefore, who you\u2019re targeting.&nbsp;<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Abandoned cart model<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">For years, online sellers were taught that an abandoned cart email campaign was the best way to recover cart abandonment. An automated email was sent to any customer who added a product to their cart, entered their email on the checkout page, but failed to click \u201cbuy,\u201d enticing them back.&nbsp;&nbsp;<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1588\" src=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/wp-content\/uploads\/BuyerJourney-Graphic-01-04.png\" alt=\"buyer journey checkout flow funnel\" width=\"700\" height=\"394\" srcset=\"https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-04.png 1366w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-04-300x169.png 300w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-04-768x432.png 768w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-04-1024x576.png 1024w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">The downfall of a basic abandoned cart strategy is that it only focuses on the final part of the checkout flow (the cart and the checkout), which means that it only targets customers at the end of the consideration phase. This is a problem for four reasons:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">It does nothing to nurture cold leads who left during the awareness phase.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">It does nothing to progress warm leads who left before the checkout page.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">It does nothing to stop people from abandoning in the first place.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">It gives you no insight into why abandonment occurred.&nbsp;<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400;\">Customer recovery model<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">A customer recovery model overcomes these limitations by addressing retention and recovery at every stage of the checkout flow, to capture customers in both the awareness and consideration phases of the customer journey &#8211; what we like to call a full-funnel attack.&nbsp;<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1585\" src=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/wp-content\/uploads\/BuyerJourney-Graphic-ALL-05.png\" alt=\"buyer journey checkout flow funnel\" width=\"700\" height=\"394\" srcset=\"https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-ALL-05.png 1366w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-ALL-05-300x169.png 300w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-ALL-05-768x432.png 768w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-ALL-05-1024x576.png 1024w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">It does this by combining on-site retention campaigns with a multi-channel recovery campaign to:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Prevent abandonment from happening at any stage.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Obtain customer contact details entered at any stage.&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Recover abandonment at any stage.&nbsp;<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">The customer recovery model outperforms the abandoned cart model because it reduces cart abandonment, increases leads, and boosts recovery &#8211; an all-rounder.&nbsp;<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">How to Get Started With a Customer Recovery Campaign&nbsp;<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Getting started with a customer recovery model is simple when you think of it as four complementary campaigns:<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">1. The top of the funnel: cold leads&nbsp;<\/span><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1586\" src=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/wp-content\/uploads\/BuyerJourney-Graphic-01-02.png\" alt=\"buyer journey checkout flow funnel\" width=\"700\" height=\"394\" srcset=\"https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-02.png 1366w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-02-300x169.png 300w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-02-768x432.png 768w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-02-1024x576.png 1024w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">At the top of the funnel are your cold leads &#8211; those currently on your website browsing or window shopping.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The goals here are to drive on-site retention to prevent leads from abandoning, and to capture contact information should that not work. Four tools for achieving this are:<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Real-time tracking and data capture<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Real-time tracking and data capture monitors and records shopper behavior across your website, in real-time. This enables you to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Capture email addresses as they\u2019re being typed, to use if a lead abandons;&nbsp;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Identify when someone is about to abandon your website, to disrupt their exit;<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Record the moment of abandonment, to queue customers in the relevant recovery campaign; and<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Record what someone looks at, to personalize recovery reminders.&nbsp;<\/span><\/li>\n<\/ul>\n<h4><span style=\"font-weight: 400;\">Exit intent offer<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">An <\/span><a href=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/abandoned-cart-exit-intent-examples-that-convert\/\"><span style=\"font-weight: 400;\">abandonment exit intent offer<\/span><\/a><span style=\"font-weight: 400;\"> is a popup that appears as someone is about to abandon your website, offering them something in exchange for their email address before they go.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This could be a coupon, a buying guide, a newsletter &#8211; anything that tempts visitors to enter their email address, which you can later use for remarketing.&nbsp;<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Delayed popup offers<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">A delayed popup offer is like an exit intent offer, except it appears based on the time someone is on your website. This means you can present it to all visitors, rather than just those heading for the back button.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Again, this offer must be something the customer will exchange their email address for.&nbsp;<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Conversion nudges<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">A conversion nudge is an exit intent or delayed popup that attempts to overcome the reason for abandonment but doesn\u2019t ask for a customer\u2019s email address in exchange. This is more powerful for keeping customers on your website.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This could be a benefits reminder, such as free shipping or alternative payment options, or a free-for-all coupon code &#8211; anything that moves the shopper closer to the checkout page.&nbsp;<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">2. The middle of the funnel: warm leads<\/span><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1587\" src=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/wp-content\/uploads\/BuyerJourney-Graphic-01-03.png\" alt=\"buyer journey checkout flow funnel\" width=\"700\" height=\"394\" srcset=\"https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-03.png 1366w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-03-300x169.png 300w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-03-768x432.png 768w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-03-1024x576.png 1024w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">In the middle of the funnel are your warm leads &#8211; those who spent a little more time bouncing around your category and product pages before leaving your website. You might know these as browse abandoners.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The goal here is to re-engage their interest and bring them back to your website, using two powerful tools:<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Browse abandonment emails<\/span><\/h4>\n<p><a href=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/browse-abandonment-email-best-practices-subject-lines\/\"><span style=\"font-weight: 400;\">Browse abandonment emails<\/span><\/a><span style=\"font-weight: 400;\"> are recovery emails sent visitors who left before adding an item to their cart.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These are different from cart abandonment emails because browse abandonment leads aren\u2019t as hot as cart abandonment leads &#8211; they haven\u2019t added a product to their cart yet. Therefore, it\u2019s important to adopt a softer tone and use products\/categories viewed to inject personalization.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Think more \u201cHi, thanks for visiting,\u201d than \u201cHey! Last chance to buy these\u2026\u201d<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Browse abandonment push notifications<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Browse abandonment push notifications are timed, clickable notifications that appear on a device screen. You\u2019ll know them from browsing the internet and being asked, \u201cDo you want to allow notifications from this site?\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The beauty of abandonment push notifications is that 40-60% of people allow them, they don\u2019t require an email address, they appear away from the overcrowded inbox, and they subtly complement your other recovery campaigns.&nbsp;<\/span><\/p>\n<p><b>Relevant reading: <\/b><a href=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/12-examples-of-high-converting-abandoned-cart-push-notifications\/\"><b>12 examples of highly converting abandoned cart push notifications<\/b><\/a><\/p>\n<h3><span style=\"font-weight: 400;\">3. The bottom of the funnel: hot leads<\/span><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1588\" src=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/wp-content\/uploads\/BuyerJourney-Graphic-01-04.png\" alt=\"buyer journey checkout flow funnel\" width=\"700\" height=\"394\" srcset=\"https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-04.png 1366w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-04-300x169.png 300w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-04-768x432.png 768w, https:\/\/cartstack-blog.s3.amazonaws.com\/uploads\/BuyerJourney-Graphic-01-04-1024x576.png 1024w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">At the bottom of the funnel are your hot leads &#8211; those who added a product to their cart and then left before finalizing.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The goal here is to recover that abandoned cart using a multi-channel recovery campaign to remind, reengage, and recover hot leads. This includes:<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Abandoned cart emails<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">You know what abandoned cart emails are, but did you know that when relevant, personalized, correctly timed, and support-based (rather than sales-based), they achieve an average 40-60% open rate?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Abandoned cart emails work by targeting your hottest leads and picking the lowest hanging fruit to drive conversions, but they must be done right.&nbsp;<\/span><\/p>\n<p><b>Further reading: <\/b><a href=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/increase-abandoned-cart-conversion-rate\/\"><b>Ten simple ways to increase your abandoned cart conversion rate<\/b><\/a><\/p>\n<h4><span style=\"font-weight: 400;\">Abandoned cart SMS reminders<\/span><\/h4>\n<p><a href=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/abandon-cart-sms-text-messages\/\"><span style=\"font-weight: 400;\">Abandoned cart SMS reminders<\/span><\/a><span style=\"font-weight: 400;\"> are a highly effective channel for customer recovery, for many reasons that you can read about here.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In short, SMS messages have a 98% average open rate, they stand out from the crowded inbox, they\u2019re short and simple, they\u2019re actively opted-in by customers, and they align shopper habits with their preferred device. What\u2019s not to love?&nbsp;<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Abandoned cart push notifications<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Abandoned cart push notifications work similarly to browse abandonment push notification.&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As long as your cart abandoner has opted into push notifications and has an internet browser open in the background, they\u2019ll see your push notification &#8211; even if they dismiss it.&nbsp;<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Send my Cart<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Send my Cart gives customers an alternative to abandonment when they need to leave your website but don\u2019t want to leave their cart (think dinner, deliveries, and dog walking).&nbsp;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customers send their shopping cart to their inbox, and you get the contact details of your hottest leads &#8211; allowing you to run a full follow-up email campaign.&nbsp;<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">4. The whole funnel: conversion empowerment tools<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Finally, there\u2019s a selection of tools that empower your top, middle, and bottom funnel tools to perform even better. These are:<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">A\/B split testing&nbsp;<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">A\/B split testing tests two versions of a subject line, pop up, or email to see which one works better. This helps you to identify the tactics that work best for your specific audience.&nbsp;<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Abandoned tab notifications&nbsp;<\/span><\/h4>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/help.cartstack.com\/article\/230-tab-abandonment\">CartStack&#8217;s abandoned tab notifications<\/a> work when a visitor opens a new browser tab by changing the favicon to an exclamation point, blinking a message in the tab text, and sounding an alert to remind them you\u2019re still there. It\u2019s another subtle way to get customers back onto you website.&nbsp;<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Form auto-refill&nbsp;<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Form auto-refill remembers information entered onto the checkout page and pre-populates it when a customer returns. This reduces friction and makes it quicker for customers to proceed through the checkout.&nbsp;<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Real-time abandonment notifications&nbsp;<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Real-time abandonment notifications alert you when abandonments meeting certain criteria happen, in real-time. These are perfect if you want your sales team to personally outreach to customers abandoning carts over a specific value or containing certain products.&nbsp;<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Session replays<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Session replays allow you to re-watch abandonment as it happened, to identify the trigger and put countermeasures in place.&nbsp;<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">Zapier<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Since a customer recovery model captures way more emails than an abandoned cart model, you can use <\/span><a href=\"https:\/\/web_staging_fern.staging.cartstack.com\/blog\/cartstack-zapier-integration\/\"><span style=\"font-weight: 400;\">Zapier<\/span><\/a><span style=\"font-weight: 400;\"> to put these email addresses to even more use. Automatically zap unconverted customers into your email service provider, CRM, or other marketing tools to continue nurturing them &#8211; some customers just take a little time.&nbsp;<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">A Peek into How CartStack Works<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Want to see how these tools work in action? You\u2019ll have to watch the webinar below to find out&#8230;or, just <\/span><a href=\"https:\/\/www.cartstack.com\/sign-up\/\"><span style=\"font-weight: 400;\">sign up for a free trial<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><script src=\"https:\/\/fast.wistia.com\/embed\/medias\/3qxcjnu0jd.jsonp\" async=\"\"><\/script><script src=\"https:\/\/fast.wistia.com\/assets\/external\/E-v1.js\" async=\"\"><\/script><\/p>\n<div class=\"wistia_responsive_padding\" style=\"padding: 56.25% 0 0 0; position: relative;\">\n<div class=\"wistia_responsive_wrapper\" style=\"height: 100%; left: 0; position: absolute; top: 0; width: 100%;\">\n<div class=\"wistia_embed wistia_async_3qxcjnu0jd videoFoam=true\" style=\"height: 100%; position: relative; width: 100%;\">\n<div class=\"wistia_swatch\" style=\"height: 100%; left: 0; opacity: 0; overflow: hidden; position: absolute; top: 0; transition: opacity 200ms; width: 100%;\"><img decoding=\"async\" style=\"filter: blur(5px); height: 100%; object-fit: contain; width: 100%;\" src=\"https:\/\/fast.wistia.com\/embed\/medias\/3qxcjnu0jd\/swatch\" alt=\"\" aria-hidden=\"true\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>The global pandemic has certainly hit the eCommerce industry, but it\u2019s not all been bad &#8211; and the future doesn\u2019t have to be either.&nbsp; We recently ran a webinar with web store and shopping cart expert Volusion, to share a pandemic-proof approach to abandoned cart and customer recovery that weathers the COVID storm while generating [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1631,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[29,3],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>[WEBINAR] A Pandemic-Proof Approach to Abandoned Cart &amp; Customer Recovery<\/title>\n<meta name=\"description\" content=\"Webinar Replay: Join CatStack &amp; 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