We’ve all been there.
Whether you call it window shopping, comparing prices, exploring gift options, or just mere curiosity, it’s followed by abandoning the checkout process.
We dug into some studies and spoke with our software & SaaS customers, and this post outlines the main shopping cart abandonment reasons for software & SaaS shoppers we found. Not only that, but we also provided easy “fixes” for some of the reasons.
Let’s look at how you can start bringing back users who abandon their carts.
Too often, users don’t understand the real value of your product. They give up on long or complicated checkout processes because they feel that what they’re about to acquire is not just not worth it.
Movavi conducted a survey to understand why shoppers don’t complete purchases and found that the major reason, accounting for 27% of objections, wasn’t related to trust or security, but the perceived value of the product. As a result, Movavi worked on improving its perceived value and communicating more about site security.
The study also showed that displaying too much information about a product on the checkout page can be harmful. Instead, product details should be communicated upstream in the purchase funnel. Your users will respond to a cleaner-looking cart with less text and a lower cognitive load.
Hesitation and uncertainty are the some of the biggest enemies of ecommerce merchants. And for good reason: usually, shoppers have to take your claims for granted and hope for the best. Offering some kind of insurance reduces the potential objections a prospect might have about buying from you.
Movavi found that its own Download Insurance Service (DIS) was one of the main reasons for shopping cart abandonment and wanted to test the best way to display the service on the checkout page.
Variation 1 offered a more detailed explanation for the Download Insurance Service and allowed the user to “opt-in” to the service.
Variation 2 included a Download Insurance Service opt-out but still offered in-depth information about the service.
In Variation 3, the Download Insurance Service was removed for a cleaner-looking cart.
Variation 2 was the best performer:
What can we learn from this test? Users respond better to the Download Insurance Service when there is an explanation with the product. They don’t necessarily respond negatively to having DIS automatically added to the cart, just to having it added without an explanation.
To further boost trust, you can display customer support contact information such as a 24/7 local toll-free phone number at the very top of the page. The footer can include additional details such as email, instant messaging, live chat and social networks. Shoppers will trust you more when they can see how easy it will be to reach you through a variety of channels.
Finally, when using an eCommerce provider as your merchant of record, leverage the credibility of your eCommerce partner by co-branding the cart page and adding their logo to the header. This is especially important because the users need to understand that clicking the buy button will redirect them to the third-party eCommerce provider.
Even if you have the best IT team you can find, your website might crash or your checkout page might display an error from time to time. Shoppers are very sensitive to these mistakes, so they may give up on buying a certain product or abandon your company altogether if something goes wrong even once. As you improve your checkout process, keep in mind that system-generated error messages need to be read and understood by humans. Display only clear error info and actionable fixes that will help shoppers resolve an issue. Provide visually distinctive cues when errors are generated and when they’re resolved.
Another key reason shoppers abandon the cart is “window shopping” or “comparison shopping.” In this case, users are checking out your pricing or comparing you with your competitors. To create a sense of urgency and avoid losing potential buyers, try to recover these curious abandons with an offer they can’t refuse. Use exit pop-ups to emphasize a limited-time offer for a product in their shopping cart.
You can also use remarketing emails to let these shoppers know about your offer, in case they leave your website without completing their order—just remember to capture contact information before users reach the cart. Remarketing is especially effective if the initial intent was to purchase later or for users who simply walked away from their computer and abandoned the session. On average, about 2-3% of your software revenue can be recovered easily with follow-up emails.
Another aspect that you need to take into account is price consistency between your website and your cart pages. This is a common mistake and can be easily avoided by properly integrating your systems and synchronizing changes in real time. Price differences can be the result of poor localization as well.
If you’re only offering a single payment option (or very few choices), you’re putting unnecessary obstacles between your prospects and your revenue. Offering more payment options decreases the cart abandonment rate by letting people pay the way they prefer.
For instance, Workshare offers multi-currency support, so international visitors can understand the price and pay using their preferred currency.
The length of forms or the checkout process can be another reason customers abandon shopping carts. Due to the amount of information online, shoppers have a short attention span and will abandon a purchase if it takes too much of their time or they find the checkout process difficult to follow. Avoid this by making the purchase process as efficient as possible. Note that I wrote efficient and not simply short. In some markets, such as the USA (also the biggest software market in the world), a short purchase flow is preferred. In other markets, such as Germany, a checkout flow with several steps is sometimes preferred. The best checkout flow will vary by market.
Visicom Media, the creator of ManyCam webcam software and screen recorder for live streams and video chats, concluded that looking only at your overall global market is not enough to improve the purchase funnel. A drill-down into country-level data reveals the need for a localized experience throughout the purchase flow and cart template, not simply for language, currencies and payment methods.
Excerpt from the 2Checkout (formerly Avangate) case study on Visicom Media’s ManyCam. Full details here.
Another way to accelerate the checkout process is with relevant visual cues, such as thumbnail images of the product, to assure the shopper that they’ve added the correct item to the cart. When shoppers enter their information in a form field, you can display a checkmark to generate positive momentum.
Now more than ever, our security is being threatened by malware and other online threats. It’s not just using or downloading pirated software that can get you into trouble: simply visiting a suspicious website can cause problems as well. When it comes to credit card data or other payment details and personal information, shoppers are very cautious and want to be reassured that their data is handled securely. Users won’t enter their credit card details on a certain page unless they trust that page.
In order to build trust, inform your shoppers that their online transactions are secure and their private information is protected. Adding a well-known trust mark from an organization such as Norton Security, VeriSign, ScanAlert or Better Business Bureau comforts shoppers and decreases ecommerce cart abandonment. These can be used as visual cues on the cart pages.
In addition to these trust marks, make sure to add a phone number or live chat option at the top of each page. People usually trust websites that show the possibility of having some human interaction.
Now that you’ve seen seven reasons people abandon carts, are you ready for more? If you’re interested in going deeper into shopping cart best practices that can boost sales, download our white paper.
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