/ VINAST Team / Growth / 7 min read
Around seven in ten online carts are abandoned. A friendly, well-timed conversation can bring many of them back.
Cart abandonment is one of the biggest sources of lost revenue in e-commerce. The good news: many abandoned carts are not lost, they are just waiting for one more piece of information.
Why shoppers abandon carts
Understanding the reason is the first step to fixing it.
- Unexpected shipping costs or delivery times
- Uncertainty about size, quality or authenticity
- Comparing prices on other sites
- A complicated checkout process
A reminder that answers a question is far more effective than a reminder that only says "you forgot something".
Use the right channel and timing
Reach shoppers where they already talk to you: web chat, Messenger or Zalo. A first reminder within an hour and a second within a day works well for most stores. Always stop as soon as the customer buys or opts out.
Answer, don't just remind
Conversational AI can reply to the shopper's real concern, such as "Is this available in blue?" or "Can I pay on delivery?", and send them straight back to a ready-to-pay cart.
Measure what matters
Track recovery rate, recovered revenue and opt-out rate, and adjust timing and offers every month.
