My Inbox: Abandoned Shopping Cart

Earlier this week, Jon wrote about E-commerce R.O.I. and mentioned that 60% of users will abandon a shopping cart before finishing the checkout process.

I was one of them yesterday.

Let me explain — I received a catalog in the mail from a company called IDville.com, which sells employee identification tags and such. We’ve been contemplating enacting a security policy at our building where all visitors must sign in/out. So, I started the order process for a Visitor Log Book at IDville.

However, during the checkout process for this $17.95 item, I realized they wanted another $8.00 to ship the item to me. This made me change my mind and convinced me that I might be able to buy a similar item locally.

Now the important part of the story. IDville impressed me by sending the following email this morning:

As you can see, they noticed that I never completed the order yesterday. Since I had started the checkout process they had already captured my email. Instead of just forgetting about me and losing the sale, they then sent me an email with a link to “proceed to checkout now.”

This is very smart.

Not only did it remind me about their company, but it gave me yet another option to complete the transaction I had already started. If they can get just 20% of the people to come back and complete an order by using this method, it could mean an increase in revenue of 50% or more. Great idea.

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