Oct 2023: Turning Data into Dollars: Leveraging Abandoned Cart Surveys

Turning Data into Dollars: Leveraging Customer Insights

Understanding Abandonment

Abandoned shopping carts have always been a head-scratcher.

But did you know…?

…Some shoppers are more than willing to tell you why they didn’t buy.

And all you have to do is ask.

Shopper Surveys 101

Abandoned cart surveys give your customers a direct line to share their experience with you, the seller. And there’s no better data than Voice of Customer insights.

Triggering Abandoned Cart Surveys

Surveys are triggered when you leave items in your cart without making a purchase. They’re like a friendly reminder, asking, “Hey, what happened? Is there something we can improve?”

How Surveys Are Delivered

Abandoned cart surveys are typically sent to your email address. Sometimes, you see them when you revisit the website. Either way, the goal is to gather customer data so you can improve your customer experience and your sales.

Expected Response Rate

Now, you might wonder, “Do people actually respond to these surveys?”

Well, it varies, but don’t expect everyone to reply. 

Generally, response rates range from 5% to 15%, which doesn’t sound like much.

But the insights you glean make it well worth the effort.

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Crafting Effective Surveys

Creating effective surveys doesn’t have to be difficult. Here are the basics you need to know:

Keep them short and sweet: Imagine you’re having a quick chat with a friend. Just a few straightforward questions with easy-click responses.

Ask what stopped customers from finishing their purchase:

• “What made you change your mind?”
  • Found elsewhere
  • Changed my mind
  • Not the right time

• “Was the checkout process confusing?”
  • Yes
  • No
  • Can we help?

Friendly chat: Make sure your questions are friendly and inviting. You want customers to feel comfortable sharing their thoughts.

Continuous Improvement Requires Continuous Feedback:

Abandoned cart surveys aren’t a one-time deal. You keep sending them and keep learning. It’s like fine-tuning a musical instrument. As you address the issues customers raise, you’ll see fewer abandoned carts and more completed purchases.

Now You’re In Control

Thank You For Shopping With Us

The checkout process isn’t the final step.

There’s still a GOLDMINE of valuable customer data waiting to be discovered. From Thank-You Page Surveys to periodic follow-up surveys, every step in the customer journey is a chance to gather valuable insights.

Thank You Page Surveys

Imagine a customer just made a purchase. They’re feeling good about the product, their decision, and themselves. This is the perfect time to ask,

• “What brought you here today?” or maybe
• “Now that you have [our product], what’s the first thing you’re going to do with it?

Immediate feedback from an enthusiastic new user can give you clues into their ‘struggling moment’ and the pain point that motivated them to purchase in the first place.

Buyers Demand More Than Just Transactions

Make the most of your online platform.

Offer your prospective buyers educational content, how-to-videos, tailored product suggestions, and live customer service. With a strong online presence, guiding your customers through their decision-making process is easier than ever.

Take The Lead

By educating your customers, engaging them in thoughtful dialogue, and asking for their feedback, you solidify your standing as the supplier who solves their problems—FAST.

And in an industry like ours, where margins are thin and competition is fierce, offering this additional service layer can set you apart.

This is BIGGER than price or product.  This is about delivering a seamless, value-added experience that turns first-time buyers into long-term partners.

Expert Support: You’re Not in This Alone

Integrating new technology is a big step.

But don’t worry. Your GoBuild360 Customer Integration Specialist is with you every step of the way.

We work with you and your team, onboard and orientate your new and existing customers, and we’re always on standby, answering questions, assisting, and ensuring you and your customers are 100% satisfied.

We support you as you grow, providing expert guidance, updates, and improvements so you’re always first in your customer’s mind…and ten steps ahead of your competition.

And remember, we’re always just a click or phone call away.

Get your own branded e-commerce solution:

Your name, logo, products, and service—in the palm of your customer’s hand.

Are you ready?

Contact our development team today!