How a sales team easily converts abandoned carts into customer conversations & sales
How can a busy sales team turn abandoned carts in their Shopify store into opportunities for sales and customer engagement, without adding too much to their demanding workload?
That was the question for UroTuning. UroTuning sells a wide range of OEM and performance parts for European car brands such as Volkswagen, Audi, BMW, and Porsche. Their sales team knows some of their products aren't the easiest purchase decisions for the car enthusiasts they serve — especially performance parts that can change a customer's car dramatically.
“We definitely need to engage the customer more in order to sell some of those products because there’s a lot of questions that can come along with them.”
When UroTuning moved their eCommerce store to Shopify in the beginning of 2019, it allowed them to see customers' abandoned carts for the first time, which they saw as an opportunity. Their sales team could engage with people who have already indicated interest in their product, offering the customer an easy way to complete their order or to ask questions and get advice to help them choose the right product to fit their needs.
UroTuning figured they could recreate the abandoned carts as draft orders to send to the customer, but copying the item and customer information over manually would take additional time out of their busy day.
“It’s a slightly tedious process that my sales team really doesn’t have time for, as busy as we are. You want solutions to make processes more efficient and reduce the amount of time it takes to get things done.”
They found the solution with Cleverific , where Order Editor allows sales team members to quickly convert an abandoned cart to a draft order in Shopify with just a couple of mouse clicks (instead of manually recreating each and every order).
Turning an abandoned cart into a draft order in seconds
Every morning, UroTuning sales team members review abandoned carts along with online orders that have come in over the last day, looking for opportunities to reach out to customers who have not made a purchase.
Using Order Editor, it takes a sales team member only seconds to save a cart as a draft order, which they then send to the customer with a message that lets them know that the item they were looking at is still available and invites any questions the customer may have. Tony says using the app is extremely easy and saves his sales team time.
“It gives us the ability in literally less than a minute to reach back out to that customer to further engage them, answer questions and hopefully make a sale. If [this app] didn’t exist, we would still be reaching back out to people, but it would definitely take up more time during our business day. The simplicity allows us to work more efficiently.”
"It's instrumental to our sales... "
The UroTuning sales team is pleased with the results they are seeing from reaching out to customers with the draft orders they create. Sometimes the first email alone is enough for the customer to click the button and make the purchase, Tony says, and about half the messages they send out at least get a reply back from the customer.
“Even if we don’t make a sale on the first go around, when a customer replies back, they’re now in the fold, so to speak. We’ve got them engaged, provided them the quality of service that they expect and the advice they need. They will often reach back out with more questions on other products they’re interested in. If we can make it so that we’re top of mind for the customer to come back to us when they need something, then we’ve done our job.”
Using this feature is an easy way for busy sales teams like UroTuning’s that are looking to engage customers that are already interested in the product, especially in competitive markets where customers do a lot of comparison shopping.
“We can stand out from other vendors by reaching back out to the customer, starting that conversation and answering questions. I would say [this feature is] instrumental to our sales in order to make the numbers we need to be doing here.”
Convert abandoned carts to draft orders with Cleverific Order Editor, and watch those sales roll in
Saving your Shopify abandoned carts as draft orders is simple in Edit Order. Just click on your abandoned cart, select Create Order, and you’re on your way. These draft orders work the exact same way as any other draft order created without an abandoned cart, and you can use them to cut steps out of the abandoned cart recovery process, manage large orders for wholesale, and more!