Case 1：

● Cross-border buyers’ common inquiry intent

When it comes to cross-border buyers” inquiry intentions
◼ 25% of those buyers will inquire about order-related matters, such as “When will it be shipped? , “How can I check the logistics?” and “Why has it taken so long to arrive?”;
◼ 15% will inquire about the logistics policy, such as “Will it be shipped to xx countries?” , “xx countries about how long it will take to arrive?” and “What kind of express delivery?”;
◼ 10% will actively inquire about shopping discounts;
◼ 40% will inquire about SKU-related issues, such as size, color, etc.;
◼ 90% will send greetings;
◼ 30% will thank buyers.

For customer inquiries such as expressions of gratitude, greetings, ask something about orders, logistics policies and etc., the responses are basically the same, but the expressions of their inquiries may vary widely. The simple use of keywords can easily answer the wrong questions and cause buyers’ resentment thus losing sales opportunities.

● Solution from SaleSmartly

SaleSmartly has a built-in multilingual natural language understanding model for e-commerce user intent recognition, and the AI can efficiently identify scenarios such as orders, logistics, discounts, expression of gratitude, and greetings. And SaleSmartly makes the common consultation process into a simple and easy-to-use automated template, and buyers from independent stations only need to fill in a few simple parameters according to their own situation to reply to such questions.

Take an order inquiry as an example: although the customer in Figure 1 expresses a lot, the AI can accurately identify her intention of order inquiry. As in Figure 2 to Figure 5 the AI guides the customer to self-solve her question following the standard process.

Case 2：
Using SaleSmartly to recall abandoned shopping carts

● Severe abandoned shopping cart affects revenues of stations

A typical independent site buyer conversion funnel is shown in the figure. After buyers enter the website through google, facebook ads, etc., only about 40%-50% of customers will actually browse the products, 10%-12% will add the products to the shopping cart, and finally only 2%-4% will actually buy. To prevent the loss of traffic bought back at high prices in various links is a very important job for sellers of independent stations.

The conversion rate is closely related to the type of website, with many categories of conversion rate below 2%.

As you can see from the above statistics: effective marketing for abandoned shopping carts can significantly boost website revenue. This is especially true for sites with purchase rates below 1.8% for consumer electronics, tools, crafts, etc.

● Factors affecting to recall abandoned shopping carts

1. Subscription Rate

Effective website visitor’s contact information is the basis for conducting abandoned user recall. There are three ways to collect emails in general: subscription pop-ups on the home page of the website; subscription portal at the bottom of the website; and filling in email information when users place orders. From the statistics, the subscription rate of ordinary pop-ups is very low at 2.3%~3.2%. So pop-ups are the first point that needs to be optimized.

There are three main problems with ordinary pop-ups.

1）Form of pop-ups

Common practice:

• A direct request for a subscription: e.g. “Subscribe us to get 10% off”. Although the meaning is straightforward, users are naturally averse to processes such as registration and subscription.
• Blocking the user’s browsing process: after the user’s current behavior is interrupted, he or she will often close the pop-up window and continue his or her behavior. Even if they want to subscribe, they can’t quickly find the entrance to subscribe afterwards.

SaleSmartly recommended practice

• Adding a countdown timer to enhance the sense of urgency.
• Setting a smaller discount as a benefit hook (here it is recommended to set a smaller discount strength to easily match the email recall)
• Adding enticing phrases such as limited time, limited quantity, free, etc.

2) Timing of pop-ups

Common practice：

• Direct pop-ups on the home page: direct pop-ups before the content of interest is seen on the site, 98% of new visitors entering the site for the first time will choose to close it directly.

SaleSmartly recommended practice：

• Subscription pop-ups on collection pages, product detail pages and checkout pages: at this time, users have a certain purchase intention and are more willing to obtain discounts through subscriptions.
• Discount pop-ups after the user stays on the site or do other things: smoother triggering process and less direct closure rate of pop-ups.

3) The interaction of subscription

Common practice：

• Visitors subscribe by submitting a form: blocking windows and forms are relatively heavy behaviors that can easily cause churn. And once churned visitors cannot retrieve the subscription discount.

SaleSmartly recommended practice：

• Reminding users to subscribe by means of new messages: it does not block users’ current behavior and they can continue to subscribe through the chat box even if they close it; chat-like interactive experience makes it easier to subscribe.
• After the user subscribes, the person will follow up in time: for example, after the user gets the subscription discount on the checkout page, his willingness to buy is already relatively strong. At this time, the artificial customer service initiative to inform how to use coupons and answer various questions in the shopping process, which will greatly enhance the order rate.

2. Email Recall Strategy

The method of email recall for most independent sations sellers is to recall abandoned order. When a user places an order and does not complete the payment, a chase email is sent 10 to 30 minutes later. There are two main problems with doing this.
1) chase orders can only serve as a simple reminder, and most customers may abandon their shopping cart not only because they forgot about it.
2) The marketing time is too short, and the effect can be limited.

SaleSmartly recommended practice：

Build a recall strategy from two major dimensions to help you recall those carts:
1) Four types of users: browse, add, order, and pay.
2) Three types of time frame: timely reminder; discount reminder in the short term; long-term keep in touch

Abandoned view users:

• Recommending to users in emails the products they are interested in, stimulating them to buy them.

Abandoned subscribers:

• Remind users to place orders in a timely manner;
• After a certain period of time, issue bigger discounts;
• No response for a long time, recommend other products at regular intervals & holidays;

Abandoned order users:

• Promptly remind users to pay, consult if they need help in the process of payment;
• After a certain period of time, issue bigger discounts;
• No response for a long time, recommend other products at regular intervals and on holidays;

Paying users:

• Issue higher discount coupons to users in order to stimulate them to make purchases again;

● How to Recall Abandoned Carts with SaleSmartly

Step 1: Install promotional card templates to boost email subscriptions

• Select a promotional card template to install

• Set the URL of the pop-up window: recommend to choose the collection page; product details page; checkout page

• Set the card elements, here we recommend setting the image and text button colors according to the visual style of the website

• Set discount code: Here it is recommended to set a lower discount such as 95% off

• Click Start and the bot will collect user emails online for you

Step 2: Open automatic recall strategy to recall those users abandoning to purchase in all aspects

• Edit marketing template: check if the copy or discount information needs to be changed.

• Activate the strategy

Once the strategy is activated, the sellers from independent stations, like shoplazza, shopline and shopyy, will be able to perform automatic recall of abandoned visitors.