Short message service (SMS) is one of the leading communication channels businesses use to stay in touch with their customers. Since 77% of customers abandon their carts before checking out, businesses of today are seeking more efficient and affordable ways to recover customers through direct contact. Abandoned cart SMS is one of the tools modern companies use to reach out to customers and convince them to complete a purchase.
Using SMS as an abandoned cart solution gives you a competitive advantage, especially over businesses that still rely on email communication.
Why Do Shoppers Abandon Their Carts?
There are several reasons why a potential customer might abandon their cart before making a purchase. Increased transparency or minor process adjustments can encourage customers to complete the checkout process.
The following factors often deter customers from purchasing:
- Additional costs: Hidden expenses, such as shipping, taxes or additional fees, can prevent customers from completing checkout. Highlight all of the relevant costs throughout so your customers know what to expect at checkout.
- Barriers to checkout: Customers often abandon their carts due to obstacles that only arise during the checkout process. For example, asking a customer to create an account before completing their purchase could result in them clicking onto a competitor’s site.
- Payment options: Many customers are hesitant to make payments through platforms they don’t know or trust. By offering a range of trusted payment options, your business can significantly reduce the number of abandoned carts.
- Order details: If a customer is uncertain about the details of their order, they may not go through with it. Ensure that all relevant information, especially shipping estimates, is easily accessible before the checkout process.
What Are the Benefits of Abandoned Cart SMS?
Using abandoned cart messaging to reach customers is a popular choice, as mobile commerce continues to gain popularity across the retail market. Some of the reasons to use SMS for abandoned cart solutions include:
- Increased reach: SMS communication has better reach and higher open rates than email, making it more effective to use SMS texting to engage customers during the checkout phase. The more people open your last-minute offer, for example, the higher the likelihood of conversion.
- Reduced costs: Sending an abandoned cart SMS is more affordable than communicating through channels that require multiple areas of expertise. Since you only need a strong message for an abandoned cart SMS, production costs are lower than those of other communication channels.
- Personalized interaction: Using SMS texting enables your business to send a direct message to your target customer. SMS systems also allow you to customize your messaging based on the exact customer who will receive it. This personal touch helps create a positive impression of your brand.
- Actionable messages: An abandoned cart SMS often features a direct link that allows customers to complete their purchase, typically with the incentive of a limited-time deal. Sending your customer a message they can instantly act upon also increases your chances of success. You can use an abandoned cart recovery message template to ensure consistency across the board.
What Are the Use Cases for Abandoned Cart Texts?
An abandoned cart SMS should encourage your customer to complete their purchase. Use cart abandonment solutions to do the following:
Send Reminders
Sometimes, a gentle reminder is all it takes to change someone’s mind about a purchase. Abandoned cart SMS systems are a valuable tool for reminding customers that they have items in their cart. If the items they’re interested in are on promotion, you can also send a reminder before the deal expires.
Provide Attractive Incentives
If your customers need an incentive to complete the checkout process, sending an abandoned cart SMS that includes a discount code can positively impact their decision. You can be creative with your incentives, as long as they make the conversion worthwhile.
Create a Sense of Urgency
An abandoned cart text offers a simple and affordable way to create a sense of urgency for your customers. For example, you can remind them that the deal is about to expire, or let them know that stock is running low.
How Does an Abandoned Cart SMS Work?
When you use abandoned cart messages to communicate urgency or incentives, you can include the following parameters during setup:
- Cart triggers: You can set up an automated trigger to send an SMS when a customer adds an item to their cart or when they close your website before checking out. Your customer then receives an instant message directly to their mobile device, reminding them of their abandoned cart.
- Delayed response: Customers can become overwhelmed or distrustful of your brand if their experience is too sales-focused. To avoid customers receiving reminders or incentives too soon after visiting your website, you can set up a delayed response on your abandoned cart texts.
- Smart exclusions: When you set up your abandoned cart messages, you can choose to select exclusions that skip the automated SMS trigger if your customers have already completed their purchase.
- Exit conditions: Some customers may not appreciate receiving an SMS from your business, so including exit conditions in your abandoned cart SMS is essential. You can either include an opt-out link or ask the customer to reply directly to the message.
What Goes Into an Abandoned Cart SMS?
To get the best out of your abandoned cart strategy, include the following in your message:
- Compelling copy: Avoid the temptation to send your customers an automated SMS simply because it’s popular. Ensure that you have something worthwhile to say and back it up with an exclusive opportunity.
- Added value: Utilize an abandoned cart SMS to offer your customers an added value that they wouldn’t receive through other channels. Discount codes and limited-time offers are valuable tools for encouraging conversion.
- Calls to action: Ensure that the goal of your automated text is clear. When a customer reaches the end of your message, what action do you want them to take? Include a branded link straight to the deal in question or direct your customer to their nearest physical location.
- Opt-out options: As you’ve already seen above, providing your customers with a way to opt out of future communication is essential. Be clear about the steps required to unsubscribe and ensure you follow through by removing the customer from your send list.
Automate Your Abandoned Cart Texts With CompleteSMS
CompleteSMS simplifies the dissemination of short text messages from a computer to any mobile device. We can help you integrate your existing software with an easy-to-use SMS system.
Contact us today to schedule a demo and discover how to reduce cart abandonment rates with SMS.
