How to Recover Abandoned Checkouts on Shopify with SMS
So, I'm guessing you looked at your 'Abandoned Checkouts' report in Shopify and saw that you have quite a few... If that's the case, welcome. My name is Myles, and I will be telling you how to recover some of them with SMS.
You may be wondering if SMS works well for this, and also if it's legal to send your customers messages. Firstly, yes, SMS works great because it has much higher open rates than email. People almost always have their phones on them, and most Shopify sales are done on mobile. Secondly, yes, it's legal to send your customers messages, as long as they've consented (which you can tell from the 'SMS Subscribed' green dot on the right hand side of the screen in the 'Abandoned Checkouts' report).
Understanding these key metrics will help you optimize your SMS recovery campaigns.
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Get Started NowBest Practices for SMS Recovery
1. Send a 15-minute Reminder
Send your first SMS reminder within 1 hour of cart abandonment. The best time is around 15 minutes after the customer has abandoned their cart. That's because: 1. The customer will still remember they were checking out, so they won't be confused by the message. 2. Whatever interrupted them has hopefully run its course.
The message should be short and to the point, but not pushy or using a discount. Something like: "Hey [Name], we noticed you left something in your cart. If you want to continue, tap here to get your stuff. [Link to cart]"
2. Send a 2-hour Reminder
Send your second SMS reminder within 1hr - 3hrs of cart abandonment. But only if they haven't completed the purchase.
The message should include a discount or some other incentive to get them to buy. If you offer a discount, mention how it expires in X days. If you don't want to offer a discount, then incentivise by removing any possible objections. E.g. "We deliver within X days" or "We have a 30 day return policy".
3. Personalize the Messages
Use the customer's name and specific items they left behind. This means that they will trust the message more, and be more likely to visit the link you sent. Also, include your name at the start of the message. E.g. "Hey it's Myles from Bombocart..."
4. Only Send To Consented Customers
Only send to customers who have consented to receive SMS messages. You can get big fines if you don't do this.
5. Step-By-Step Process
- Step 1: In Shopify navigate to Orders - Abandonded Checkouts.
- Step 2: Open up one of the abandoned checkouts.
- Step 3: Check for the green dot that says "SMS Subscribed" on the right hand side of the screen.
- Step 4: If it's not green, then you need to get consent from the customer.
- Step 5: If it is green, then you can send an SMS message to them.
- Step 6: If the checkout isn't recovered after 1-2hrs, then send a second message after creating a one-time discount for them (that expires in 7-days).
- Step 7: If they still don't respond, don't message them again.
Want to Automate This Process?
If you want to recover more abandoned checkouts without the manual work, check out Bombocart. It's a Shopify SMS recovery tool that works immediately after installation - only 2mins of configuration needed.
Unlike other tools that charge monthly fees or take a percentage of your sales, Bombocart uses a simple pay-per-use credit system. You get 25 free credits to start, and only pay for the messages you actually send.
Try Bombocart's SMS solution