Why Shopping Cart Abandonment Is a Problem and How to Solve It Through Communication Channels

Let’s Talk About the Real Issuee 

Picture this: A customer browses your online store, adds items to their cart, and then—poof! —They disappear without completing the purchase. Sound familiar? You’re not alone. Studies show that nearly 80% of online shopping carts are abandoned before checkout. That’s a huge chunk of potential sales slipping through your fingers. 

Why does this happen? Here are a few common reasons: 

• The checkout process is too complicated.
• Unexpected shipping costs pop up.
• They found a better deal elsewhere.
• They got distracted or changed their mind. 

The good news? You can recover many of these lost sales by using smart communication strategies. Let’s dive into how messaging channels such as SMS, RCS, WhatsApp, and even Truecaller can help you win back hesitant shoppers. 

Can You Prevent Abandoned Carts by Communicating with Customers? 

The short answer: Not always—but you can definitely improve your chances. 

Some people abandon their carts with no real intention of buying. But others leave because they have a lingering question or concern. These are the shoppers you can convert—by simply reaching out at the right time with the right message. 

Think of it like shopping at a brick-and-mortar store. If you’re unsure about a product, a helpful salesperson can provide reassurance and nudge you toward making a purchase. Now, let’s replicate that experience online. 

Step 1: Choosing the Right Communication Channel 

Different shoppers respond to different types of outreach. Here’s how SMS, RCS, WhatsApp, and Email can work for abandoned cart recovery: 

1. SMS (Text Messages) 

• Best for: Quick, nonintrusive reminders with high open rates.
• How to use: Send a message reminding them about their cart. Offer a small discount or free shipping to encourage action.
• Example: "Hey [Name], you left some goodies in your cart! Complete your order now and enjoy 10% off. Tap here: [link]"
• Pros: High open rates, instant delivery.
• Cons: Limited character count; may not be ideal for high-value purchases. 

2. RCS (Rich Communication Services) 

• Best for: Engaging, visually appealing messages.
• How to use it: Send interactive messages with product images, purchase buttons, and even carousels of recommended products.
• Example: A message showing the abandoned product along with a “Buy Now” button.
• Pros: Supports images, videos, and buttons within the message.
• Cons: It only works on RCS-supported devices. 

3. WhatsApp 

• Best for: Personalized, conversational follow-ups.
• How to use: Use WhatsApp Business API to send reminders, answer questions, and offer support.
• Example: "Hi [Name], we noticed you left your cart behind. Need any help? We’re happy to assist!"
• Pros: Popular messaging app, supports multimedia, encourages two-way conversation.
• Cons: Requires opt-in from customers. 

4. Email 

• Best for: Detailed follow-ups with visuals and additional info.
• How to use: Send an email with product images, social proof, and urgency-driven CTAs (e.g., “Your cart will expire in 24 hours!”).
• Example: "Your cart is waiting! Check out now and enjoy free shipping."
• Pros: Can include images, long-form content, and multiple links.
• Cons: Lower open rates compared to SMS or WhatsApp. 

5. Voice Broadcast 

• Best for: High-value purchases or customers who prefer voice support.
• How to use: If a customer abandons a high-ticket item, an automated call or live agent can reach out.
• Example: “Hi [Name], we noticed you were interested in [product]. We’d love to answer any questions you have!”
• Pros: Personal touch, effective for high-value purchases.
• Cons: Lower pickup rates, some customers may find it intrusive. 

Step 2: Timing Your Communication Perfectly 

Even the best message can fall flat if it’s sent at the wrong time. Here’s when to reach out: 

• Immediately after abandonment: Send an SMS or WhatsApp message with a friendly reminder.
• 1–3 hours later: Follow up with an email that includes images of the abandoned products.
• 24 hours later: Send another email or an RCS message with a small discount or free shipping offer.
• 48 hours later: If it’s a high-value cart, consider a personalized call or WhatsApp message. 

Conclusion 

Recovering abandoned carts isn’t just about sending reminders—it’s about choosing the right channel, crafting the right message, and timing it perfectly. 

By leveraging SMS, RCS, WhatsApp, Email, and Telephony, you can: 

✅ Boost your conversion rates ✅ Improve customer experience ✅ Increase long-term loyalty 

Remember: The goal isn’t just to get the sale—it’s to build a lasting relationship with your customers. Happy selling! 🚀