Can you imagine a store where six of every 10 customers walk out without having a sales representative first ask if they needed assistance?  It wouldn’t be long before that store went out of business.  Unfortunately, this level of abandonment is common for Internet retailers.  Recent surveys of e-marketers cite nearly 60% of online shoppers abandon before completing a transaction.

Reasons for abandonment differ.  Some customers prefer not to provide financial information online; others have questions about specific items or store policies.  At the crucial decision-making moment that defines the shopper as a browser or a buyer, the company’s ability to provide the most appropriate channel to deal with the consumer’s concerns could make the difference. 

Using Click to Call and Click to Chat combined with business rules (such as shopping cart value, time spent on a particular page, etc.) and real-time analytics, companies can identify patterns and determine which customers are most likely to abandon.  Organizations can then proactively engage the shopper in a dialogue - via live chat or voice - where an agent can help the consumer complete the transaction.

eStara has seen customer results showing that offering the right contact, at the right time, can reduce shopping cart abandonment by as much as 30%.