Did you know 76.9% of shoppers abandon their carts at checkout? That’s a huge cart abandonment rate, people browsing your WooCommerce site, adding items to their cart, reaching the final step in the checkout process, and then… closing the browser tab 🤯
Fortunately, there’s a way you can bring shoppers back to your site to complete their purchase: cart abandonment emails.
Even better — now you can use MailPoet to send cart abandonment emails for your WooCommerce site 🎉It’s free for stores with 1,000 customers or less.
We’ve added a new Abandoned Shopping Cart feature to MailPoet for Premium users, which you can start using right now with your WooCommerce site. Simply upgrade to the latest version of MailPoet and you’ll find it in MailPoet > Emails and then click “Add New”.
In this post, we’ll take a look at what cart abandonment emails are and how to set up them up with MailPoet. Then we’ll explore best practices for creating and sending emails so you can make the most of this new MailPoet feature like a pro.
What are WooCommerce cart abandonment emails?
A cart abandonment email, aka abandoned cart email or cart recovery email, is an email notification sent automatically whenever a shopper visits your online store and adds an item to their cart, but doesn’t buy the item.
These messages can also be triggered when a shopper abandons any stage in your WooCommerce site’s checkout flow, typically with a WooCommerce plugin.
To send cart recovery emails, you’ll need to have the shopper’s email address. This means you’ll need to ask shoppers for their email at the start of the checkout process. (You’ll also need to ask them for consent to join your email list — a requirement since the introduction of GDPR.)
Alternatively, the shopper might already be on your list or have purchased from your WooCommerce site in the past.
Abandoned cart recovery emails can be a one-off email or a series of emails, but the goal is always the same: to win back the sale after the shopper has abandoned their cart.
The stats around shopping cart abandonment emails are remarkable:
- 46.1% of people open abandoned cart emails, 13.3% click inside the emails, and of those clicks, more than 35% end up buying something (SalesCycle)
- The global conversion rate for cart abandonment emails is 18%, with some retailers achieving conversion rates as high as 40% (Barilliance)
- Abandoned cart emails sent within an hour achieve a 20.3% conversion rate compared to notification emails sent after 24 hours, which only convert 12.2% of the time (Barilliance)
Why do shoppers abandon carts?
People leave their carts for all sorts of reasons, though a large portion is simply a natural consequence of how people tend to shop online — browsing with no intention of buying (i.e. virtual window shopping), comparing prices, saving items for later in a wishlist, searching for gift options, etc.
These reasons are largely unavoidable — a certain number of shoppers will always abandon carts. After all, you see people in real life walking in and out of stores without buying anything for the exact same reasons.
However, there are some reasons that might be within your control to fix, so it’s important to gain some insight into the specific reasons why they abandoned their cart so you can target these reasons in your follow up emails.
For instance, according to Salescycle’s Remarketing Reports, which have shared insights from over 1 billion tracked cart abandonments over the past four years, the most common reasons for abandoned orders are:
- 34% were ‘just looking’ or researching
- 23% had an issue with shipping
- 18% thought the price was too high
- 15% decided to buy in-store instead
- 6% experienced payment issues
- 4% experienced a technical issue
While “just looking” is the number one reason for cart abandonment, customers cite a number of other reasons why they leave — issues with shipping, payment and completing the checkout page. Generally speaking, customers have problems with the purchasing process, with these issues collectively making up 33% of the reasons why shoppers abandon carts.
So it makes sense to make these reasons the focus of your cart abandonment email: ask customers what happened during the checkout and how you can help.
How to set up cart abandonment emails with MailPoet
With our new Abandoned Shopping Cart features, you can set up cart recovery emails that will automatically integrate with your WooCommerce. That means you don’t need to buy unnecessary WooCommerce extensions or third-party WordPress plugins — MailPoet is fully compatible with WooCommerce and will take care of sending your marketing emails for you!
Before we dive into how to set it up, there are a few things worth highlighting with this feature:
- Email templates – You get access to MailPoet’s beautiful collection of email templates (no need to mess around with WooCommerce templates!).
- Send multiple recovery emails – Set up as many abandoned cart emails as you like with different delays. If a customer makes a purchase after the first or second email, subsequent emails will be cancelled (we recommend setting up a series of 3 emails, as you’ll read about below).
- Completely automated – If the customer returns to their cart to completes their purchase while any of your notification emails are set up, those emails will be automatically disabled. This ensures customers won’t inadvertently receive a cart recovery email from you when they’ve already made a purchase.
- Recover sales from guest carts – Send recovery emails to guest users who are also subscribers on your email list, even if they’re not logged into your site.
To get started, make sure you’ve upgraded to the latest version of MailPoet. Then, in the WordPress dashboard, go to MailPoet > Add New. Click “Set Up” in the WooCommerce section, and on the next screen the first section will be Abandoned Shopping Cart. Click “Set Up.”
On the next screen, you’ll set your conditions for when you want to send your abandoned cart emails. There are four different options:
- 30 minutes after the shopper last loaded a page in your store
- X hour/s later
- X day/s later
- X week/s later
Choose the option that best suits you and click “Next.”
And that’s all you need to know to get started with abandoned cart emails with MailPoet!
The following screens will ask you to choose a template and then you can add your content using the email designer, just as you would when creating a newsletter.
Cart abandonment email best practices
Now that you understand what’s causing shoppers to leave their cart, and how cart recovery emails can help woo them back to finish their purchase, let’s take a look at some best practices to ensure success.
1. Get the timing right — with a series of recovery emails
We recommend sending a series of 3 cart recovery emails:
- First email – Send within 60 minutes
- Second email – Send after 24 hours
- Third email – Send after 72 hours
Inboxes are crowded and people get busy. With multiple abandoned cart emails, you get more than 1 opportunity to win back customers.
Plus, there’s the fact recovery emails are opened 46.1% of the time — which means 53.9% of the time they’re not opened. A series of 3 emails give you more time to persuade shoppers and experiment with different tactics to recover lost sales.
In fact, Barilliance analyzed the shopping cart abandonment emails of 200 brands and found:
- Sending the first recovery email within 1 hour achieves a 20.3% conversion (if sent after 24 hours, only 12.2% conversion);
- Sending the second recovery email after 24 hours gets a 17.7% conversion (compared to 7.7% after 48 hours); and
- Sending the third recovery emails after 72 hours gets an 18.2% conversion.
It’s important to set up your recovery emails so that if the shopper completes the sale after the first or second emails, they don’t receive further cart reminders. (With MailPoet’s new abandoned cart functionality, this is easy to set up!).
While this post provides general advice on what to include in cart recovery emails, here are some basic email templates for each of your three abandoned cart emails:
After 60 minutes you’ll still be fresh in the shopper’s mind. If you wait too long, they’ll lose the urge to buy that compelled them to add your item to their cart in the first place.
So keep this email simple. It’s a gentle reminder for shoppers who might’ve got distracted or left your cart to shop around. In this email you’ll want to include:
- A reminder that they have items in their cart
- A call-to-action
- Contact details for customer support
That last one is important. If the shopper experienced an issue while checking out and your email resolves it — i.e. provides customer services, clarity around shipping costs and delivery times — it might be just what they need to return to your site and complete the purchase.
It’s time to step things up a notch. The customer didn’t open your first email for whatever, so it’s time to switch tactics.
If the customer didn’t open your first email, it’s important to experiment with a more persuasive subject line. But if the customer opened your email and didn’t click-through, it’s time to switch up the content of your email.
A few things you can experiment with in your second email include:
- Adding social proof, such as rating and/or testimonials
- Highlighting the benefits of your product/s
- Offering a money-back guarantee or highlighting refund details
Okay, here’s your last chance. If the customer has ignored your first and second emails, it’s time to go big — with a coupon.
Not everyone will want to offer coupon codes since it risks devaluing your products. For example, if customers know to expect a coupon in your cart recovery emails, they will quickly learn that leaving their cart is an easy way to save money. So this is one tactic you’ll want to experiment with.
However, a 10% off coupon code might be just the incentive a customer needs to convert, especially if they are really interested in your product and unsure about the price.
2. Write a click-worthy subject line
Just because cart abandonment emails enjoy a 46.1% open rate doesn’t mean you should take it for granted that your messages will be opened. Like any marketing email, the subject line is crucial and can help your email stand out in a crowded inbox.
With cart abandonment emails, don’t beat around the bush, just get straight to the point. It’s best practice to explicitly mention the item the shopper abandoned in the cart or mention an exclusive offer or discount.
Unific, an ecommerce marketing platform, experimented with 70+ online retailers and pulled data from hundreds of emails triggered by abandoning a shopping cart. Their research into subject lines found:
- 29% used “!”
- 22% began with “welcome” or “complete”
- 13% asked a question
- 6% used the recipient’s name
- 5% used emojis
Some examples of good subject lines that stood out from Unific’s experiment included:
- [NAME], don’t miss out on your cart full of awesomeness at 80sTees.com
- Don’t Leave Your Socks Behind
- Complete Your Purchase at HICKIES With 20% Off!
- Hey. You left without your shoes…
- Your cart MADE us send this reminder ?
- Uh oh [NAME], Did you forget something?
- Yo, You Forgot Something
- Baby, Come Back! Your Cart is Safe at Teddy ?
To help inspire you: 12 of the Best Email Subject Lines We’ve Ever Seen.
3. A reminder of what they abandoned
It’s important to remind the shopper of what they left behind in their cart. After all, they may not remember if they visited several different sites and added various items to multiple carts.
Include images of the abandoned orders. Images are essential — it’s not enough to simply list the names of products. For shoppers who skim through their emails, an image of the headphones they were thinking about buying earlier will instantly remind them of what they’re missing out on.
If you sell clothes and/or shoes, make sure you also include the name of the brand, sizes, and colors.
Jack Wills does an excellent job with its abandoned cart email. It reminds you there’s something in your cart, shows you 3 images for each abandoned product to further jog your memory, and provides name, color, size, and price information.
Note: While listing the products in a customer’s cart isn’t available in MailPoet cart abandonment emails right now, work on this feature is already underway and will be available soon. So watch this space!
4. Write persuasive copy
Besides images and product information, it’s important that you have great copy. It should be persuasive and customer-centric, but also short and sweet. So sum up what you want to say in as few sentences as possible.
Your copy doesn’t need to be overly clever, but you don’t want to be boring either. Let’s take a look at a few examples.
Moschino’s cart abandonment email barely contains any copy — and it works. The imagery is striking, making excellent use of the company’s bold branding, and together with the simple copy — “You left something behind” — make it crystal clear what the email is all about.
Peel’s email is similarly copy-sparse, however, in this case, there’s some particularly clever wording. Asking if you’re “Still thinking it over?” subconsciously prods you to wonder if you are still thinking it over.
The email goes on to say: “We’re still holding the items in your cart for you…” which tells you that it’s not too late to complete the purchase. But then the second part of the sentence — “… but don’t wait too long! Order today!” — creates a sense of urgency, i.e. if you really wanted those items, then don’t delay!
Scarcity is a powerful psychological sales trigger that online retailers often use to their advantage. they know customers are afraid that something they want might sell out. Peel taps into that anxiety and urges its customers to take action.
My favorite email with great copy comes from Adidas. In addition to showing what was left behind in the cart — in this case, a huge picture of a shoe — it employs some really clever copy, asking “Is your wi-fi okay?”
While the funny headline and first sentence quickly grab your attention, the rest of the copy aims to further convince you that completing checkout is a good idea. It highlights that if you don’t like the color or design, you can customize your own model, aiming to resolve potential problems that led to cart abandonment in the first place.
And then there’s this great example of copywriting from Whisky Loot. It’s funny and highly engaging, while also providing some actual helpful details in an FAQ at the bottom.
All four of these cart abandonment emails have great copy, in addition to other best practices, to entice customers to go back to their cart and complete the purchase.
5. Include a big, easy-to-see CTA
Your cart abandonment emails should have a clear call-to-action. Use a button for your cart link, not text — you want shoppers to see it right away.
With these types of emails, the action you want them to take it pretty clear: you want them to finish buying the product. Therefore, make it really easy for them. Use descriptive, action-oriented words that compel the shopper to click your CTA.
A great example is Winc. Aside from the fact the email copy is clever and funny (and maybe even true!), the CTA encourages you to click with “Let’s do this” at the top of the email and “I’m ready for wine” at the bottom.
Your CTA doesn’t have to be smart or funny. If you scroll up and take another look at the emails I’ve shared, you’ll see some very straightforward CTAs:
- View item
- Return to checkout
- Return to your cart
- Shop now
- Treat yourself
6. Provide customer support
Make sure to include an invitation to contact customer support in your email. After all, it’s possible that the shopper couldn’t complete their purchase due to a technical issue with your WordPress site. Or they might still have questions about the product they were intending to buy (shipping, returns, etc.)
The easiest way to do this is to simply list your support email and/or phone number.
Consider adding an FAQ to your email that answers common pre-sales questions (such as Whisky Loot does above).
7. Include social proof
Reviews and testimonials generate social proof, which is the psychological phenomenon where people assume the actions of others indicate how we should behave. That is, we tend to think that if a lot of people do something or like something, it must be right.
This phenomenon is driven by the assumption that other people have more or better information. When customers who are thinking about buying from you see that other people have positive things to say about an item in their cart, that item will become more appealing to them.
Casper uses social proof in its email to great effect, including a brief and funny customer review along with a CTA to read more.
8. Recommend other products
When a customer adds items to their cart, it means they’re interested in your WooCommerce store and want to make a purchase, but decided not to buy them. While they might not be interested in the items in their cart, they may be interested in other items in your store.
So consider placing a few product recommendations in your cart abandonment email. These might be products similar to the item the shopper added to their cart, or best-selling items in your ecommerce store.
Ready to get started? Send abandoned cart emails for WooCommerce with MailPoet
We’re really excited to launch this new feature to help WooCommerce store owners recover lost sales. Email is a really important marketing channel, and when it comes to ecommerce, abandoned cart plugins can help you close the gap on the 76.9% of customers who abandon carts.
Set up your first abandoned cart email today. If you’re a MailPoet Premium user, update to the latest version now to set up your first recovery email.
If you’re using the free version of Mailpoet, upgrade today and start boosting your WooCommerce site’s sales.
If you have any questions about this new abandoned cart feature in MailPoet, let us know in the comments below!