WhatsApp Cart Recovery Best Practices - Must Follow !! (2023)

Have you ever added items to your online shopping cart, only to leave the website before completing the purchase? If so, you're not alone. Cart abandonment is a common problem faced by e-commerce businesses, with an estimated average rate of 69.57%.

This means that nearly 70% of customers who add items to their cart end up leaving the website without completing the purchase. This can be frustrating for businesses, as it leads to lost sales and revenue.

However, all is not lost. By implementing an abandoned cart recovery strategy, businesses can recover a portion of these lost sales and improve their overall conversion rate. In this article, we'll discuss the best practices for recovering abandoned carts on WhatsApp, including the role of chatbots in automating the process. But before that let's understand the abandoned cart problem in detail.

The abandoned cart recovery problem plaguing e-commerce

Abandoned carts are a major problem for e-commerce businesses. In fact, according to Baymard Institute, the average cart abandonment rate is a staggering 69.57%. This means that almost 7 out of 10 shoppers who add items to their online shopping cart, do not end up completing the purchase.

There can be various reasons for abandoned carts such as unexpected shipping costs, complicated checkout process, lack of payment options, and more. Whatever the reason may be, abandoned carts can significantly impact the bottom line of an e-commerce business.

This is where WhatsApp cart recovery comes in. By using WhatsApp, businesses can reach out to customers who have abandoned their carts and try to recover the sale.

How to calculate cart abandonment rate?

Calculating the cart abandonment rate is relatively simple. All you need to do is divide the number of abandoned carts by the number of initiated checkouts, and multiply the result by 100%.

For example, if you had 100 initiated checkouts and 50 abandoned carts, your cart abandonment rate would be 50%.

(50 abandoned carts / 100 initiated checkouts) x 100% = 50%

It is important to regularly track your cart abandonment rate as it can help you identify the areas where you need to improve your e-commerce store and the checkout process.

How WhatsApp can reduce abandoned cart rates?

There are several ways in which WhatsApp can help reduce abandoned cart rates. Here are some of the key benefits of using WhatsApp for cart recovery:

• High open and click-through rates: WhatsApp has an extremely high open and click-through rate compared to other channels. This means that there is a higher likelihood that your cart recovery messages will be seen and acted upon by customers.

• Personalization: WhatsApp allows businesses to send personalized messages to customers. By using the customer's name and including details about the abandoned cart, businesses can create a more personalized and engaging experience for the customer.

• Quick response time: WhatsApp allows businesses to communicate with customers in real-time, which means that they can quickly address any concerns or questions that the customer may have. This can help to remove any barriers that may be preventing the customer from completing the purchase.

• Easy to use: WhatsApp is an easy-to-use platform that most customers are already familiar with. This means that there is no need for customers to download a separate app or sign up for a new service.

Best practices for WhatsApp cart recovery

Here are some best practices for using WhatsApp to recover abandoned carts:

1. Keep it conversational: Don’t send a generic message to all abandoned cart users. Instead, use personalized language and start a conversation with the customer.
2. Don’t be too pushy: While it’s important to encourage the customer to complete the purchase, it’s also important not to be too pushy. Be understanding and offer assistance if the customer has any concerns or questions.
3. Suggest similar products: If the customer has abandoned a specific product, consider suggesting similar products that may be of interest. This can help to win back the sale and increase the chances of a conversion.
4. Show reviews of the product to drive a sale: Customer reviews can be a powerful tool for persuading customers to make a purchase. Consider sharing reviews or ratings of the product in your WhatsApp message to encourage the customer to complete the purchase.
5. Ensure your discounts are well-timed: If you’re offering a discount as part of your cart recovery efforts, make sure to time it well. For example, if the customer has abandoned the cart close to the deadline for using a coupon code, it’s more likely that the customer will be motivated to complete the purchase.
6. Send contextual personalized messages: Consider sending messages that are tailored to the specific context of the abandoned cart. For example, if the customer left the cart because of high shipping

Here are a few examples of WhatsApp templates for contextual, personalized messages:

• Hey [customer], we noticed that you left [product] in your cart. Did you have any questions about it? We're here to help.
• Hi [customer], just wanted to remind you that you left [product] in your cart. Don't miss out on this amazing deal!
• Hi [customer], we have some exciting news for you! We just restocked [product] and it's now available for purchase. Hurry, quantities are limited.
• Hey [customer], we noticed that you were interested in [product]. We have a special offer for you: get [discount] off when you purchase today.
• Hi [customer], we wanted to let you know that [product] is back in stock and ready for purchase. Don't miss out on this opportunity to get it at a discounted price.
• Hey [customer], we noticed that you left [product] in your cart. We wanted to remind you that it's a best-seller and has received great reviews from other customers.
• Hi [customer], we have a special offer for you on [product]. Use code [coupon code] at checkout to get [discount] off your purchase.
• Hey [customer], we noticed that you left [product] in your cart. We wanted to remind you that it's a limited edition item and won't be restocked. Don't miss out on this opportunity to own it.
• Hi [customer], we have a new arrival that we think you'll love: [product]. It's perfect for [reason] and has received great reviews. Check it out now.
• Hey [customer], we noticed that you left [product] in your cart. We wanted to let you know that it's a customer favorite and has a [positive feature] that you'll love. Don't miss out on this opportunity to try it.

The role of WhatsApp chatbots in abandoned cart recovery

In addition to the best practices outlined above, WhatsApp chatbots can play a crucial role in abandoned cart recovery. Chatbots can automate the process of sending personalized, targeted messages to abandoned cart users. This allows businesses to reach out to a large number of customers in a short period of time, increasing the chances of recovering abandoned carts.

Here are a few ways in which WhatsApp chatbots can help with abandoned cart recovery:

1. Personalized messaging: Chatbots can send personalized messages to abandoned cart users, addressing them by name and recommending products based on their browsing and purchase history.

2. Contextual messaging: Chatbots can send abandoned cart messages at the right time and in the right context. For example, if a user has abandoned a cart while browsing winter jackets, the chatbot can send a message offering a discount on winter jackets when the weather turns colder.

3. Timely reminders: Chatbots can send abandoned cart reminders at regular intervals, increasing the chances of recovering the cart.

4. Easy payment: Chatbots can make the payment process easy for abandoned cart users by providing them with a direct link to the checkout page.

Overall, WhatsApp chatbots can significantly improve abandoned cart recovery rates by providing personalized, timely, and convenient messaging to abandoned cart users.

8 WhatsApp templates to recover abandoned carts

1. Keep it short and sweet: "Hey [customer], looks like you left something behind in your cart. We're here to help you complete your purchase. Use code [code] for [discount] off your order. Hurry, offer expires in [time]."

2. Put a timer on the purchase: "Hi [customer], we noticed you left something in your cart. Don't miss out on [product] – we're offering a special discount for the next [time frame]. Use code [code] at checkout."

3. Try to educate: "Hey [customer], did you know that [product] has [unique feature]? It's a great addition to your [collection/home/wardrobe] and is currently [discount] off. Don't miss out on this deal."

4. Offer to showcase similar products: "Hi [customer], we noticed you left [product] in your cart. If you're interested in similar items, check out [similar product] and [similar product]. Both are on sale now."

5. Make the payment process easy: "Hey [customer], we noticed you left [product] in your cart. Don't worry, we've saved it for you. Click here to complete your purchase and take advantage of our special offer."

6. Offer a discount straightaway: "Hi [customer], we noticed you left [product] in your cart. To help you complete your purchase, we're offering a special discount. Use code [code] at checkout to get [discount] off your order."

7. Send across coupon codes: "Hey [customer], we saw that you left some items in your cart. To help you complete your purchase, we're offering a special discount. Use code [code] at checkout to get [discount] off your order."

8. Just remind them that you're keeping an eye on their cart (in a good way): "Hi [customer], we noticed that you left some items in your cart. We're here to help if you need assistance or have questions about your purchase. Just let us know."

Conclusion: 

Abandoned cart recovery is an essential part of the e-commerce industry. With the right strategies and tools, you can significantly reduce your abandoned cart rate and increase your sales.

WhatsApp is a powerful tool that can help you recover abandoned carts and build customer loyalty. By using personalized and timely messages, you can remind customers of their abandoned items and offer them incentives to complete their purchase.

WhatsApp chatbots are also an excellent solution for abandoned cart recovery. They can automate the recovery process, sending personalized messages to customers at the right time and helping them through the purchase process.

In conclusion, abandoned cart recovery is a crucial aspect of e-commerce success. By using WhatsApp and chatbots, you can recover abandoned carts and increase your sales.

FAQ's

What is abandoned cart recovery?

Abandoned cart recovery is a strategy used by e-commerce businesses to try to recover lost sales by reaching out to customers who have added items to their shopping cart but have not completed the purchase.

Why is abandoned cart recovery important for e-commerce businesses?

Abandoned cart recovery is important for e-commerce businesses because it allows them to potentially recover lost sales and increase their overall revenue. Abandoned cart recovery can also help businesses improve customer loyalty by showing that they value their customers and are willing to go the extra mile to try to complete the sale.

How can I calculate my abandoned cart rate?

To calculate your abandoned cart rate, you will need to divide the number of abandoned carts by the number of total carts and multiply the result by 100. For example, if you had 100 total carts and 20 of them were abandoned, your abandoned cart rate would be 20%.

How can WhatsApp help with abandoned cart recovery?

WhatsApp can be a useful tool for abandoned cart recovery because it allows businesses to reach out to customers directly and engage with them in real-time. This can be especially useful for businesses that sell products or services that require personalized attention or have a high ticket price.

What are some best practices for abandoned cart recovery on WhatsApp?

Some best practices for abandoned cart recovery on WhatsApp include:

• Personalizing your messages and addressing the customer by name
• Offering incentives or discounts to encourage the customer to complete the purchase
• Providing helpful information or answering any questions the customer may have
• Being timely in your response and following up if necessary
• Being respectful and not being pushy or aggressive in your approach

How can a WhatsApp bot help with abandoned cart recovery?

A WhatsApp bot can help with abandoned cart recovery by automatically sending messages to customers who have abandoned their cart. These messages can include personalized recommendations, special offers, or helpful information that may encourage the customer to complete the purchase.

Can WhatsApp bots handle customer inquiries and complaints?

Yes, WhatsApp bots can be programmed to handle customer inquiries and complaints. They can use AI and NLP to understand the customer's message and provide a relevant response. However, it is important to note that WhatsApp bots are not a replacement for human customer service, and there may be situations where a customer will need to speak with a real person.

How do I set up a WhatsApp bot for abandoned cart recovery?

Setting up a WhatsApp bot for abandoned cart recovery typically involves the following steps:

• Choose a bot platform or service provider that offers WhatsApp integration.
• Create an account and set up your bot. This may involve providing information about your business and selecting the types of messages you want to send.
• Integrate your e-commerce platform with your bot. This will allow the bot to access information about abandoned carts and send messages to the appropriate customers.
• Test your bot to make sure it is working correctly.
• Launch your bot and start using it for abandoned cart recovery.

Are there any risks or limitations to using a WhatsApp bot for abandoned cart recovery?

There are a few risks and limitations to consider when using a WhatsApp bot for abandoned cart recovery:​

• Privacy concerns: Some users may be hesitant to provide their personal information or share their WhatsApp activity with a bot.
• Limited functionality: WhatsApp bots are not as sophisticated as human customer service representatives, and there may be certain issues or inquiries that they are unable to handle.
• Dependence on technology: If the bot or the platform it is running on experiences technical issues, it may affect your ability to recover abandoned carts.