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Customer issue
A customer specializing in the online sale of niche products called on ActivDev after noticing a recurring problem: a large number of abandoned shopping baskets. Visitors were adding products to their baskets, starting the purchasing process, but not finalizing their orders. The result? A direct loss of revenue and a feeling of loss of clientele due to this recurring problem.
Despite his best efforts, the customer didn't know how to encourage these visitors to complete their purchase, nor did he understand the exact reasons for these abandonments. That's when he decided to entrust us with the task.
Work carried out by ActivDev
At ActivDev, we believe that a well-analyzed problem is half the solution. So we started with a in-depth analysis to identify friction points in the user journey.
Step 1: Identify and resolve technical obstacles
After a detailed inspection, we discovered a major technical problem: a defective button in the payment process was causing a loading times of more than 20 seconds to move on to the next stage. An interminable wait in a universe where every second counts!
Our first task was to locate the plugin responsible for the malfunction, and then quickly correct it. Once this technical hurdle had been cleared, the site was ready for our automation solutions.
Step 2: Set up an automated reminder system
To provide a lasting solution to the problem of abandoned baskets, we have designed a automated basket management and retrieval systemin several stages:
- A quick and engaging reminder
One hour after abandoning a shopping cart, customers receive a personalized email reminding them that their items are still available. This email includes a direct link to their shopping cart and a friendly message, asking if they've encountered a technical problem. This first reminder often recovers 12 % of abandoned baskets. - An emergency-based approach
If no action is taken after the first reminder, a second message is sent. This one emphasizes the limited stock availabilityadding a slight urgency to the message. This change of tone prompts another 8 % of visitors to finalize their purchase. - An irresistible offer to maximize conversion
Two days after abandonment, a final email is sent, offering a exclusive promotion valid for 24 hours. Thanks to this targeted offer, we were able to recover 12 additional % abandoned baskets.
A tailor-made strategy for optimum results
But that's not all. To ensure maximum efficiency, we have avoided one-size-fits-all solutions. For example, we have integrated a behavioral analyzer to personalize offers according to each customer's purchasing habits and loyalty. In this way, discounts are offered only to strategic customers, preserving profit margins.
This project demonstrates how an approach combining advanced technology and customized adaptation can turn a challenge into a measurable growth opportunity.
Results
32% of sales recovered via AI