Reducing Cart Abandonment with Effective Contact Center Solutions

 


Cart abandonment! This is one of the biggest challenges for a majority of e-commerce companies.


A recent study by Baymard Institute revealed that the average cart abandonment rate is 70 percent in the e-commerce sector!


Just imagine how disheartening it would be if seven out of every ten visitors to a departmental store take a shopping cart, visit product aisles, stack the carts with their choicest products, and instead of standing in the queue at the cash counter, they leave their carts and walk out of the store. That, of course, doesn't happen so often in physical stores. However, it is quite common in e-commerce websites!

 

Seven out of every ten visitors to an e-commerce website browse different products and add some of them to their carts, but when it comes to checking out, they leave the website abandoning their carts!


This article explores the reasons behind cart abandonment and how effective contact center solutions can reduce cart abandonment. Read on and thank us later.

Some Common Reasons for Cart Abandonment


Online shoppers and first-time visitors to e-commerce websites abandon their carts for different reasons. But some common reasons are:

1. Billing and Payment Issues


This is the most common reason behind cart abandonment. Billing issues arise due to hidden costs such as delivery charges, taxes, and other costs. Some e-commerce companies don't provide enough payment options to their customers. In that case, visitors have no other choice than to abandon their carts.


2. Poor CX


Customer experience (CX) matters a lot for e-commerce customers. As per a study, 86 percent of customers will abandon the brand they trusted after just two poor customer experiences.

3. Unclear or Lack of Communication


Clear communication is essential for e-commerce companies. When communication between customers and e-commerce companies is ambiguous or inconsistent, then it causes distrust. If customers want to connect with the customer care number and they can't do that before paying then they will abandon their carts.

4. Complex Checkout Processes


The checkout process of every e-commerce company must be streamlined and fast. If it isn't then it can cause potential customers to leave the site before making any purchase.

How Effective Contact Center Solutions Can Reduce Cart Abandonment?


The right contact center software can work like a charm for e-commerce companies. Here are some ways it can reduce cart abandonment:

1. Streamlined Communication


The right contact center software solution streamlines communication between e-commerce companies and customers. Not only that, it enables clear and effective communication between customers and customer service representatives working in e-commerce companies.

2. Omnichannel Communication


Sophisticated and reliable contact center software solutions enable customers to communicate using a wide range of communication channels such as audio calls, live chats, email, text messages, instant messages, social media, and more. This not only enhances accessibility for customers but also enables customer service representatives to handle customer queries and issues on a single platform.

3. Superior CX


The right contact center software solutions provide superior CX to customers than any other technology. Apart from streamlining communication and providing an omnichannel experience, the user interface (UI) and user interface (UX) of sophisticated contact center software are extremely advanced. That also contributes to superior CX.

4. Multilingual and Multi-Currency


Sophisticated and reputable contact center software solutions come with multilingual and multi-currency features. The former enables customers to communicate in their preferred language while the latter enables customers to make payments in their currencies. This feature not only reduces the payment challenges but also bridges the language barriers.

All In All,

Reducing cart abandonment needs a comprehensive approach from e-commerce companies. Selecting the right contact center software solutions is a proactive step towards mitigating the challenge.


Investing in the right contact center solutions can enable online stores in enhancing customer satisfaction and loyalty and drive higher sales.



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