Answer Center America Blog

Symptoms: Feelings of confusion, anxiety and uncertainty prior to completion of your online purchase. May result in abandoning your shopping cart before the online transaction is complete. 

What can your company do to cure shoppers of shopping cart abandonment syndrome?  

Imagine this. You walk into a department store to purchase a new refrigerator.  However, the store is empty and there’s not a sales person in sight.  Most likely, you are going to leave the store and take your business elsewhere, right?

A virtual store is no different. Take a look at this excerpt from eMarketer:

An eMarketerarticle states, “According to an e-tailing group survey, nearly 60% of US online retailers survey are seeing cart abandonment rates of over 20% this year. . . .  A study by PayPal and comScore found 45% of US online shoppers had abandoned shopping carts multiple times in just three weeks.”

So how can you reduce the percentage of customers who jump ship prior to checkout? Simple, provide them with security, open lines of communication and online sales reps (web chat) to ease concerns.

The ACA solution:

Web chat –Web chat is an ideal tool to prevent shopping cart abandonment because it provides customers with the same level of personal attention they would receive at an actual store.  Customers have uncomplicated access to a live person via chat box, from the convenience of their home. Online chatting is extremely convenient and user-friendly. It’s like adding a team of sales reps to your virtual store. 

Shopping cart abandonment campaigns – After a customer abandons their shopping cart, many companies put them out of sight, out of mind.  However, prompt follow up with these customers is key to getting their business back. After all, these leads have a proven interest and knowledge of your product or service or services. ACA houses a full-service outbound call center to make certain a single sale isn’t lost. 

For more information on shopping cart abandonment solutions, contact ACA, an inbound and oubound call center, at 1-800-270-7030 or visit www.goacanow.com

Tags: 24/7 answering service, ACA, ACA internships, answer center america, call center, Chicago call center, customer service, goacanow, Spanish Call Center

This entry was posted on Friday, August 14th, 2009 at 1:53 pm and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.