In an episode of the Shopify Masters podcast, Felix Thea, the founder of TrafficAndSales.com, speaks with Ahmad Iqbal, the founder of Nadeef Bidet, and we learn how Ahmad dramatically grew revenue — not by sending abandoned cart emails — but by actually placing phone calls to cart abandoners.
In this episode of Shopify Masters, you’ll learn how (Ahmad Iqbal) built a $100,000 business from picking up the phone and calling cart abandoners.
I have to admit that this is a tactic: 1) which I had never thought of before reading the transcript of this podcast; 2) which makes me nervous just to think about (since I’m generally an introvert); and, 3) that makes me wonder how customers would respond (both in the short-term and the long-term).
I’m trying to put myself in the place of our customer. At my company, we ask for the customer’s phone number in the first panel of our one-page checkout, so I wouldn’t have to get very far in the checkout process before I’ll be giving the company the information it needs to call me. If I abandon my cart, I personally would not want a call from a company asking me if they can help me with something. I might be more likely to respond well if the questions came in the form of a chat window, but even then, I’m probably more likely to ignore the chat window unless it offers some sort of discount immediately.
What I personally like about online shopping so much is that I maintain the control over the shopping process. If someone were to call me from a company because I had abandoned my cart, I would feel as if I’m losing control over that process, and I think I would feel uncomfortable.
On the other hand, calling customers who had abandoned their carts enabled Ahmad to increase his abandoned cart recovery rate from 20% (when he was just using abandoned cart emails) to 60%. That’s pretty impressive. In addition, the website for Ahmad’s Shopify app (which he developed to provide him with more immediate notification after a customer abandons their cart) — Scout — claims a 32% increase in repurchase and referrals after customers receive abandoned cart phone calls.
Am I allowing my personal online shopping habits and preferences to keep me from embracing an effective digital marketing tactic?