ChallengeHow to re-engage eCommerce customers after they have abandoned their online carts before making a purchase
SolutionVonage SMS API
ResultsCarts Guru saw a 20% conversion rate with Vonage SMS communications (versus 6% conversion rate with retargeted email communications), 0.1% opt-out rates and 40% conversion rate of callback requests
eCommerce offers retailers an incredible list of upsides including minimal overhead, 24/7 accessibility and access and round-the-clock metrics and analytics. Once brands invest in marketing to drive customers to their website, users are able to browse products and add selections to their cart or basket. However, sometimes, at the last moment… a potential customer will abandon their shopping cart.
At this point, the brand can do one of two things: attract new customers or continue to retarget those potential customers. Re-engaging users has proven to be easier and more cost-effective than marketing to new users, but the software technology to do this is often expensive, complex and time-consuming.
Enter Carts Guru - a powerful, easy-to-use multichannel retargeting solution. According to Carts Guru CTO and co-founder, Maxime Pruvost, "Conversions are critical to the success of any eCommerce business, and as more and more customers rely on mobile devices and applications to shop, learn and watch, we required a globally scalable, reliable mobile communications partner." Carts Guru implemented the Vonage SMS API for sending highly targeted, timely messages that allow customers to re-engage potential purchasers who abandon their online shopping carts. Carts Guru also used the Vonage SMS API to create an SMS callback feature.
When a shopper receives a text from a retailer, they have the option to text back if they want to engage in a customer service call with an agent. This quick call to action is particularly useful for smaller shopping carts or online retailers that experience a high rate of shopping cart abandonment.
By offering Carts Guru customers the ability to scale text and callback alerts to end users, SMS has quickly become the preferred method of customer engagement.