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  • August 17, 2009

Bird Watching: Shopping cart abandonment emails

If you’re not on Twitter yet, here are the kinds of conversations that you’re missing:

@RetailEmailBlog >> Not sure that I agree with Listrak that shopping cart abandonment emails should be sent within 24 hours: http://tr.im/woqJ

@ryankeiser >> @RetailEmailBlog Right now we are sending one at least 24 hours later. Up to 2 days. Has worked well.

@RetailEmailBlog >> @ryankeiser If you offer an incentive in your shopping cart abandonment email you have to be careful not to train shoppers to bail to get it

@timbay >> @RetailEmailBlog Do you think it should be more than 24 hours (cart abandonment email)? What do you think is the right time frame?

@KNLorenz >> @RetailEmailBlog Re: Cart Abandon emails - it's a tough balance: top of mind vs. non-annoyance. What would be your window? W/in 3 days?

@Bryce_Marshall >> @RetailEmailBlog wait too long to send cart abandon email u risk a) shopper buys elsewhere meantime, b) disconnect with orig shop experience

@Kerip >> @RetailEmailBlog - what time frame for response would you recommend, Chad, and why?

@RetailEmailBlog >> @Bryce_Marshall Send cart abandonment email too soon you risk 1) appearing Big Brother/desperate, 2) annoying them, 3) training them to bail

@ryankeiser >> @RetailEmailBlog We don't have an incentive in the message. Kind of just a simple reminder. Found rates were close w/o added offer.

@Bryce_Marshall >> @RetailEmailBlog agree on all counts- so many reasons a shopper bails, as many arguments for the timing. tweak timing 4 some known cust segs

@RetailEmailBlog >> RT @ryankeiser: We don't have an incentive in the message. Kind of just a simple reminder. Found rates were close w/o added offer.

@RetailEmailBlog >> Your cart abandonment email can be more subtle, incenting the product category rather than the exact product in the cart

@andrewkordek >> @RetailEmailBlog but what if you had the exact product and product recos in the email?

@email_queen >> @RetailEmailBlog we have tested taking one product from cart and 2 related products and that performs well 4 us. Haven't tested category yet

@Bryce_Marshall >> @RetailEmailBlog @ryankeiser you can seem desperate+intrusive whether sending 12hrs or 72hrs after. it's a messaging issue as much timing.

@amargello >> RT @RetailEmailBlog: cart abandonment email can be more subtle, incenting the product category rather than the exact product in the cart

@EmailJuan >> @RetailEmailBlog our cart ab msg is service oriented so we call out items. Have category specific msgs for users who browsed but didnt add
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