Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

EP242: 10-Minute Masterclass: How To Run An Ecommerce Cart Abandonment Program

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70.19% is the average documented online shopping cart abandonment rate. Every ecommerce site has abandoned carts, and trying to recover them is every ecommerce team’s obsession (well, it should be).

In this video short, we talk you through a recommended 3-phase approach to abandoned cart email programs and the role of SMS reminders in the process. Having done this for a few brands, our advice (which should be tested of course!) is:

  • Don’t discount immediately, focus on customer service & USP prompts
  • Send the first email within 1hr
  • Send the second email +24 hrs and remind people stock isn’t reserved (if it is, tell them how long for to create urgency)
  • Send the second email +48 hrs and now test an incentive to complete the order (doesn’t have to be a discount, could be free shipping)
  • And most importantly, don’t take my word for it 🙂


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    Inside Commerce: Ecommerce Strategy, CX and Technology PodcastBy Paul Rogers and James Gurd
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