We’ve talked about the top 5 reasons customers abandon their shopping carts; now let’s discuss the top 5 solutions to keep that from happening.

1. Make the Checkout Process user friendly

A visitor will leave during the checkout process if it’s not easy to navigate or understand all the costs at once. Make sure your checkout process is simple, and allows visitors to easily add, delete and update any items in their shopping cart.  Also, make sure the checkout process is not complex. Don’t ask for details that are not required, or have multiple forms/pages to fill out.

2. Provide easy to navigate shipping options (along with a cheap option)

Pnavigation 2rovide detailed shipping information across all rates. Since high shipping rates will scare off customers, make sure your rates are comparable to similar sites.

3. Secure your site

With stolen credit cards headlines in the news more and more, it’s crucial to put your customers at ease. Ensure your site has high security standards that are communicated to your visitors. If your site isn’t using some form of security measure, make security a priority for your site.

4. Manage customer inquiries ASAP

Your site visitors might have questions while shopping or checking out. Confirm contact info is always in a highly visible location on each page visited. In the event they send an email, respond quickly to keep from losing them as a customer.

5. Make your site as error free as possible

ErrorLosing site visitors because your site has broken links or lists items in stock that aren’t is an avoidable problem. Run regular error checks on your site, especially the shopping cart to ensure it’s completely free of errors and performance issues.

This list isn’t exhaustive, but it’s a jumpstart on bettering your site’s experience. Of course it’s impossible to predict all problems, that’s why shopping cart abandonment research is a vital weapon in the fight against cart abandonment. Contact us today to learn more about shopping cart abandonment analytics.

Shopping Cart Abandonment. It’s one of the most infuriating questions e-commerce sites face today.  Why do site visitors abandon their shopping cart after spending so much time shopping? Studies show on average, 70% of visitors abandon their shopping carts for a variety of reasons: cost of shipping is too high, complicated checkout process, they were comparison shopping and plan to come back or, simply a way to wait out the clock till quitting time. (See the top 5 reasons users abandon their shopping carts)

Fallen shopping cart

But how do you know if the visitor left your site because they are merely comparison shopping or if they actually reject your brand or site altogether? You could email the user to come back and purchase with a coupon, but how do you get their email if they left the site without signing in? You could hold their cart for 60 days and just cross your fingers they come back.

Or, you can set up a simple targeted survey as soon as they exit your site with OnCue and answer the most critical questions, why did this visitor abandon their cart and what can you do to convert them to customers. By surveying visitors that abandon carts, you are able to choose a path to recapture them by creating Ad retargeting or setting up recover email campaigns. But you wouldn’t know what to do if you don’t first ask the visitor why the left.

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Over the next few blog posts, we’ll expand on the features of Shopping Cart Abandonment and how it can help you understand why your customers are abandoning carts. The main thing to remember is that shopping cart abandonment is not necessarily a bad thing; it can lead to a purchase down the line. The trick becomes figuring out how to convert these visitors into paying customers and OnCue will help do that.

Blog 1 ImageYou spent thousands of dollars creating your ideal website with all the bells and whistles only to have countless site visitors spend time browsing, adding items to their cart, then, leave without completing their transaction. So why did these site visitors abandonment their shopping cart? The reasons are countless but let’s take a look at the most common.

1. Delivery issues/ Cost of Shipping ; delivery options are unsuitable

One of the most common causes for the Shopping Cart Abandonment is the varying cost of shipping. Site visitors often see shipping as an unexpected cost due to the fact that they can’t see the amounts until they checkout then get frustrated and leave. Many site visitors will also decline to complete a purchase if package tracking options are not available.

2. Browsing…

Site visitors may not be ready to purchase and are browsing for fun or comparison shopping to see what’s available and may plan on coming back to purchase later. Or they could simply be just waiting out the clock at work.

3. Website navigation too hard or confusing, website time outs

If a site visitor has trouble finding their cart or the website keeps timing out, most site visitors will just leave frustrated and find what they need on another site never to return again.

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4. Checkout process is too long; excessive security checks

Site that don’t allow you to checkout as a guest and force a registration are also a large reason many visitors abandon their carts. In addition, security checks are great to ensure protection of the customer’s info but too many checks will annoy the customer and may cause them to leave without completing their purchase.

5. Items are out of stock at checkout time

Not keeping your website up to date with out of stock items or only showing they are out of stock until the checkout process will also cause customers to abandon.

After reviewing the most common causes for Shopping Cart Abandonment, you know have a better understanding of why your site visitors might have left but you still don’t know exactly why or how to get them back. That’s were OnCue comes in, distributing targeted surveys to cart abandoners asking exactly why they left.

Over the next few blog posts, we’ll further expand on Shopping Cart Abandonment and how OnCue can help.

ClickTale_Session_Perspective ClickTale is a beautiful tool that allows you to visualize exactly what site visitors do on your site.  But only seeing what visitors do doesn’t help you understand why they did it and you want to get the full customer experience view. That’s where having the ability to ask your visitors questions is so valuable. But how do you tie their response back to their ClickTale data and get a more complete picture of exactly what this particular visitor did across the site? SM_ClickTale_Integration_Survey First, you will need to create a survey and integrate it with your website. For this example, we will use SurveyMonkey because it’s the most widely used survey system in the world. Second, you will need to take the site integration JavaScript from SurveyMonkey and add some code that will grab the ClickTale sessionID and pass it into the survey. That is of course if you are programmer, or you can talk your IT department into doing all of that integration for you. Plus, you can’t forget to turn off the survey and remove the SurveyMonkey JavaScript tag when you have collected all of your answers. Lucky for you, there is a better way.  OnCue®, a Digital Research Management System and a partner tool to ClickTale makes it simple to integrate SurveyMonkey and ClickTale. It also lets you eliminate the need for IT involvement as you easily manage your ClickTale and other customer experience tool implementations. You will need to tag your site with OnCue tags and after that, you can deploy ClickTale to targeted pages, or every page on your site customizing things like rate, create events and more.

SM_DataIntegration ClickTale_Search Since OnCue controls the integration of all of your customer experience, user experience and voice of the customer tools with your site, you can easily deploy ClickTale using OnCue’s exclusive “Perspective Mode” to capture a site visitor’s session just like any other analytics session; chaining the page views together even across multiple top level domains for a single browser session. Then when you intercept the visitor with a SurveyMonkey survey, OnCue manages everything about how you sample the site visitor, display the survey and it even automatically integrates the ClickTale and SurveyMonkey data sets together.

Analyze your SurveyMonkey data and build a list of ClickTale sessions you want to view. With OnCue orchestrating your website research you have the ability to know who the site visitors are, what they may have been trying to accomplish, if they had any problems and exactly what they did during their entire visit. I promise you will have a whole new perspective on using ClickTale and cystiner experience research in general when you not only see but completely understand. What could be more beautiful? ClickTaleSearchResults_Integration

Take charge of your customer experience research!

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