Cart/Checkout Abandon measures the satisfaction with the shopping experience among visitors who placed items in the shopping cart but did not enter the checkout process, and visitors who entered the checkout process but did not complete a purchase.
Retailers lose out on billions of dollars in sales every year due to cart and checkout abandonment. With retailers already facing very small online conversion rates, it’s imperative to know exactly what issues are leading customers to not finish the purchase process. Cart/Checkout Abandon gives companies the ability to focus in on those consumers who abandoned the purchase process and determine exactly why they did not complete their purchase, giving them a significant advantage on their competitors.
Web/Mobile Content Managers - An issue with the website content, whether it’s images, text, audio, video, or multimedia, can be the cause of serious frustration during a website visit. Enough so that a visitor may just abandon their cart or checkout process. Content managers need to know if and which website content is hurting the bottom line.
eCommerce Managers - Ultimately, issues with eCommerce falls on the shoulders of these managers. They are responsible for the eCommerce strategy, along with the planning and approval of the website development and any website maintenance. So the longevity of their employment is contingent on quickly resolving issues that affect the bottom line.
Web Design Team - The web design team may be interested in why visitors are abandoning their cart or checkout process as there may be an issue that was caused by a design component or requires a design viewpoint to remedy.
Online retailer justified investment in online chat to curtail checkout abandon issues uncovered by ForeSee. This investment paid for itself in two months verses the targeted 12 months.
Online sporting goods retailer used our Checkout Abandon measure along with cxReplay to convince their IT department that the site errors were real and were a barrier to conversions. They addressed the technical errors and redesigned the checkout process to correct issues that were causing checkout abandonment on orders.
Web/Mobile - Browse Measure - Providing visitors with all the information they need, when they need it and how they need it is important in finalizing their purchase decision. It’s not just issues with placing an item in the cart or with the checkout process that causes visitors to abandon before purchase. Any issue that comes up at any point in the visit may be enough to cause them to end their visit. Even if that issue happened prior to them placing the items in their cart or starting the checkout process.
Web/Mobile - Purchase - The ability to compare those that finished the purchase process against those that abandoned somewhere before completion is a useful tool to have as it adds another layer of understanding to the entire website experience.