We are now beta-testing a new feature for TI Commerce: an automated system that identifies abandoned carts and generates customer-service emails to the customer to convert sales that would otherwise be lost.

Abandoned cart emailing programs can be a huge boon to online retailers. On average, about 50% of visitors that begin an online transaction abandon their cart before completing the order.

Many orders are abandoned out of simple confusion, distraction, concerns about security, or other factors that can be responded to in a well-crafted customer-service message. Estimates vary on how much gain is to be had from abandoned-cart recovery:

• Lighthouse Depot reported about 5% conversion from their abandoned cart program (Internet Retailer)
• Marketing Experiments reported over 4,000 recovered orders for one customer
• Limoge Jewelry converted over 13% of abandoned cart emails into buyers (Hacker Safe study)

The Timberline programming team put together the solution, in response to client demand and guided by their particular requirements. Using custom html email templates with a low-key and friendly "can we help you complete your order?" message, and supporting the outreach with toll-free telephone or online chat access are among the best practices we recommend.

We'll be updating Timberline clients on this new feature in the weeks to come, or contact Bud Reed at 802-388-8322 x 201 for more information.