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Minimize & recover abandoned shopping carts

Cart abandonment rates are connected to bottlenecks in the buying process. Often times, shoppers’ questions go unanswered or the buying process can be too complicated or off-putting.

LiveAgent gives you have the chance to significantly reduce the number of abandoned shopping carts, and a chance to recover shoppers through its advanced live chat & automation functionality.

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What is cart abandonment?

Abandonment is an e-commerce term used to describe a visitor on a web page who leaves that page before completing the desired action. Examples of abandonment include shopping cart abandonment, referring to visitors who add items to their online shopping cart, but exit without completing the purchase.

What's an ok cart abandonment rate?

Our latest cart abandonment data from 2019 puts the global average cart abandonment rate at 69.91% across all sectors.

However, it’s important to note that cart abandonment rates vary by sector, as different sites have very different purchase processes and customer behavior.

Can you fight cart abandonment rate?

Cart abandonment in online retail industry can cause a lot of frustration, stress and pain. Thankfully, the rate can be decreased by several key tactics and strategies such as improving the browser experience, making the checkout as easy as possible and also via building trust, loyalty and awareness. Businesses continue to showcase, that implementing multi-channel help desk software can offer relief and provide great results.

Happy customers are the best customers

We offer concierge migration services from most of the popular help desk solutions.

Why do customers leave their carts?

Too complicated or lengthy check-out

To avoid customers looking for alternatives, it’s crucial to provide real-time customer service during the checkout process, especially if it is lengthy or too complex.

The checkout process can be considered complex if you ask for too much information or require the customer to register before checking out. It’s important to remember that the checkout process should be as simple and short as possible.

No support

By providing real-time support during the checkout process, you can decrease the shopping cart abandonment rate by double digits and increase your conversion rate at the same time.

Be available to answer all questions that your customers may have about your products, delivery, or pricing.

‘Only browsing’

Because buyers are tech-savvy and always on the lookout for the best deal, oftentimes they add items into their cart, but also look for the same items on other sites with better conditions (shipping, price, date & time of delivery.) In essence, these types of buyers haven’t made up their mind yet in regards to which site they should purchase from.

By utilizing proactive chat invitations, you can easily provide the customer with a positive service experience that convinces them that your shop is the right one to buy from.

Methods for lowering your cart abandonment rate

Provide live chat support

According to Forrester, 44% of online consumers say that “having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.”

Monitor exit pages

Pinpoint the exact place in the buying process where your customers abandon their carts. LiveAgent’s advanced functionality lets you monitor what pages your customers are on, and how long they’ve been browsing them.

Omnichannel support

53% of customers are likely to abandon their online purchases if they can’t find quick answers to their questions. Provide support through live chat, FAQs, social media, email, and more!

Fight cart abandonment with LiveAgent

Offer real-time support

Check out our video to learn more about how you can provide real-time customer service for your website visitors.

Utilize proactive chat invitations to prompt users to chat with you in real-time. Take it a step further with LiveAgent’s advanced features that let you monitor what pages your website visitors are on, and how much time they’re spending on each individual page.

Automate abandoned cart emails

If you create appropriate time rules, LiveAgent will automatically generate abandoned cart emails 24 hours (or any other amount of time) after abandonment.

Abandoned cart emails have open rates higher than 45%, click-through rates of 50%, and the conversion rate of those who click through is 50%.

Learn more about time rules

Rely on highest security standards

LiveAgent’s offers state of the art security standards with the latest compliance. Your private communication is safe and encrypted, located within EU, US or Asian datacenters based on your preferences. LiveAgent is also fully GDPR compliant and follows the latest best case practices in the SaaS industry.

LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.
Peter Komornik, CEO

Provide omni-channel support

In addition to providing real-time support, LiveAgent can help you streamline all your communication channels.

By connecting an unlimited number of phone numbers, email addresses, social accounts, knowledge bases, and customer portals with your LiveAgent account, you’ll be able to provide quick and efficient support on all the channels that your customers use.

Learn more about help desk software

Detailed Help Desk Feature Overview | Live Agent09:58

Youtube video: Detailed Help Desk Feature Overview

Live AgentMay 7, 2020

Create self-service portals

By creating self-service portals, you’re giving your customers the option to find the answers to their questions independently. Although live chat is needed and wanted, some customers are simply not comfortable speaking to others. By providing your customers with a knowledge base or customer portal, your business will look legitimate and trustworthy.