Address Shopping Cart Abandonment with Lead Optimisation
Out of all the stuff we do, the thing that we are most passionate about – what prompted us to start this business in the first place is addressing website shopping cart abandonment issues!
So what’s it all about? Well, you probably spend lots of money attracting customers to your website, but how much effort do you spend on trying to convert them once they’re there? From our own experience and research this last bit of the customer journey is very often overlooked. As an example, we mystery shop different web sites all the time, by getting right up to the all important payment page and then abandoning the process. Less than 5% of companies actually recognise the fact that we have abandoned during the checkout or shopping cart process and proactively try to do something about it.
So, what's our answer for rescuing these lost sales and improving your online conversion? Talk to your customers! It really is that simple!
The trick is to do it quickly while the customer is still online. That customer could be undecided, looking for answers or more information, experiencing technical problems or just plain confused. Speed is where we tend to find most companies struggle and we regularly come across companies that make outbound follow-up calls 24 hours or more after the event, just because that's the quickest they can physically do it. In many sales scenarios that's just too late!
The stats we see from our clients prove that you are almost twice as likely to get hold of a customer if you call them within 10 minutes of them abandoning the checkout rather than leaving it for just 2 hours or longer. Plus the ones you get hold of are then three or four times more likely to buy from you.
Optilead allows you to outbound call your customers within seconds of any kind of 'trigger' event on your website. As we talk to more and more people about Optilead we are finding new applications and below are just some examples of 'triggers' where an outbound call can make a big difference:
- Completion of an online quote or enquiry form,
- Dropping out of, or abandoning, an online quote, enquiry form, shopping basket, order form, booking form or payment process,
- Opening a marketing e-mail or clicking on a link in that e-mail.
Optilead is web based so you don't need to buy any new hardware or software. Just add a few lines of our JavaScript to your site, allocate us an inbound phone number and you’re away! Optilead will give you access to real time stats so you can see exactly what's going on with all your leads, right down to which staff member is talking to which customer, and their performance.
Whilst our customers tend to get their best results from the outbound calling, you can never get to speak to all of your customers all of the time. Our clients achieve a circa 50% decision maker contact rate but for those clients that you don’t speak to, Optilead also allows you to easily integrate, SMS (text messages) & e-mail, into your communication strategy as well.
For more information on how Optilead can help your business address abandoned shopping basket issues please contact us on 0844 448 2222.
