Capturing Customer Feedback

Having a great product to sell is only part of being a successful online merchant

. It is important to set up an online store with an efficient shopping cart software application. With a large number of shoppers abandoning their carts, it is essential to implement a remarketing strategy that will help recover cart sales. In addition, it is crucial to have a shopping cart recovery program to reduce the abandonment rate. These programs do much more than send automated messages. They are a great source to capture customer feedback which can be used to determine reasons why customers choose to abandon their shopping carts and address the issues accordingly.

Feedback is important because only customers know why they choose to abandon their shopping carts. For online merchants, knowing the reasons can result in an increase in their sales and revenues. Shopping cart abandonment software also has the ability to track when and where customers abandon their shopping carts in the checkout process. This can help remarket the products and recover a significant amount of lost sales

. Cart recovery programs include tools to ask for feedback in real time that can identify customers who follow a specific behavioural path when abandoning their shopping cart. Once these potential shoppers are identified, it is easy to get them to leave feedback. Feedback in real time can be gathered and analyzed by the software, and responded to in a timely manner. Ecommerce merchants can fine-tune their online shopping cart, stop losing money, and recover lost customers.

Real time responses enable ecommerce merchants to act and respond swiftly to the customer. Engaging in conversation builds better customer relationships, and recover sales by bringing back customers. It is important to ask the right questions when considering feedback. Standard surveys will not reduce shopping cart abandonment on their own. Customers must be able to quickly provide feedback on price, bugs in the shopping cart, product suggestions, or complaints.

Feedback forms that contain specific data reduce the burden of the customer explaining where they had a problem on the shopping cart. This also helps the process of lead generation. The feedback system must have an automated response to thank visitors for providing their feedback. Included in the message can be a time-based incentive or a coupon if they return to complete the checkout process. The responses can be customized based on the product, or any other issue relevant to the abandoned shopping cart.

by: Barney Brown

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