Abandoned Carts: Engaging with Customers

October 20, 2023 in Abandoned Carts3 minutes

Abandoned Carts: Engaging with Customers

Use Cartfull Shopper to help you engage with active and abandoned customers.

In the world of e-commerce, one of the best opportunities lies with customers who almost made a purchase. These individuals have expressed a genuine interest in your product or service, making them prime candidates for conversion.

For BigCommerce stores, you now have a tool to help you monitor and reach out to customers who abandoned their carts.

In this blog post, we’ll explore the art of reaching out to potential customers who almost bought something, why it’s important, and how to do it effectively.

Why it Matters

Abandoned Carts are Missed Opportunities.

According to statistics, the average cart abandonment rate for e-commerce sites is around 70%. This means that a substantial number of potential customers are ready to make a purchase but abandon their shopping carts for various reasons. Reaching out to these individuals can significantly boost your sales.

Customer Retention

Engaging with almost-buyers is an excellent way to build and maintain customer relationships. By demonstrating your commitment to their satisfaction, you enhance the chances of turning them into loyal, repeat customers.

Learning from Customer Behavior

When you reach out to potential customers who abandoned their carts, you can gain insights into what might be preventing them from making a purchase. This information can help you refine your website, product offerings, and overall customer experience.

How to Reach Out Effectively

Timing is Everything

Contact potential customers promptly after they’ve abandoned their carts. The longer you wait, the less likely they are to return and complete the purchase. Implement automated email or SMS sequences to remind them of their abandoned cart, ideally within 1-2 hours.

Personalized Messages

Craft personalized messages that remind the customer of the items left behind. Highlight the benefits of the products, and consider offering an incentive, such as a discount or free shipping, to sweeten the deal. Cartfull Shopper can help you understand what is in the cart they abandoned and when they abandoned it.

If time is an issue, you can craft a message around a specific product instead of a specific customer. With Cartfull Shopper, you can search abandoned carts by product and download a list of emails from there.

Monitor Abandoned Carts in BigCommerce Store

Simplify the Checkout Process

If possible, address any issues that may have caused the abandonment in the first place. Simplify the checkout process, offer multiple payment options, and ensure that the website is mobile-friendly to make it as easy as possible for customers to complete their purchases.

Customer Support

Provide easy access to customer support. Include a clear call-to-action in your follow-up messages that encourages customers to reach out if they have any questions or concerns. A quick and helpful response can often make the difference.

A/B Testing

Regularly test your outreach messages to see what works best. Experiment with different subject lines, email content, and incentives. By analyzing the results, you can continually improve your outreach strategy.

Use the Insights tool provided by Cartfull Shopper to check your abandonment and conversion rates. These are useful for checking if your messaging is working and you’re converting carts to orders.

Multichannel Approach

Consider reaching out through multiple channels, including email, SMS, and even social media. Some customers may prefer one channel over another, so offering options can increase your chances of re-engagement.

Always ensure that your outreach efforts are compliant with privacy laws and that you have the customer’s consent to contact them. This builds trust and reduces the likelihood of spam complaints.


Reaching out to customers who almost bought something is a valuable strategy for increasing sales and building lasting customer relationships. By implementing timely, personalized, and customer-centric outreach efforts, you can turn potential abandonments into conversions and create a more robust and loyal customer base. So, seize the opportunity and make the most of those almost-made sales!