The new video tutorial in our ‘How To PrestaShop’ series looks at some of the ways you can tackle the problem of abandoned carts and recover lost sales. In the video I explain how to set up the free Follow Up module so that you can use it to trace the customers and attempt to draw them back with personalised discount offers, time limited vouchers and other techniques. At just under 10m:30s long the video tutorial is short and snappy meaning you can get back to running your store.
Like all the videos in the ‘How To PrestaShop’ series, the commentary takes a steady step by step approach together with an onscreen guide and a full audio transcript (below the video) to make following the instructions easier. If you have any questions then drop us a line – email@example.com.
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Hi, and welcome to another ‘How To PrestaShop’, and today, we’re going to look at abandoned carts and how we can convert these abandoned carts into sales using the little known PrestaShop module, ‘The Follow Up Module’ which comes as standard, installed to all PrestaShop installations. And we’ll show you today how to use that and how we can possibly save some of the sales when customers just leave the store without finishing their purchase.
PrestaShop records all of the customers within ‘Customers’ here (see screen) and the Customer Shopping Cart section. Within this demo store here (see screen), you’ll see a list of all my demo customers who come to the store and they’ve put items in the checkout, and some of these orders are complete and some of them aren’t.
So when you look at a completed order − say this order here (see screen) number one. First of all, the price goes to green telling you this order has been completed, and it gives you the carrier and the date and the time and also the user here who has actually placed that order.
So as you can see here, John Doe has finished five orders and they’ve all been completed, but when you get to the next one, number six, this is a customer here (see screen) who has actually put something in the cart then they’ve taken it out. They never registered. They’re not an existing user but they did shop within the store but they’ve left. Unfortunately, these customers we cannot contact. We cannot save the sale when a customer comes to the store and just browses. But order number seven, you can actually see that there is an abandoned cart here, and you can see that there was $18 worth of merchandise in the cart and we also have the customer’s name.
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As soon as we retrieve the customer’s name, this means they’ve either signed up as a guest or they are an existing user, and because of that they have entered an email. Once the customer is signed up as a guest or a full customer, we can use that email to contact the customer to possibly return and complete their cart.
So as you can see, a lot of these orders here (see screen) some have carts with items in them, others are completely empty. This particular one here, Number 21, (see screen) the customer’s actually done the before checkout process because we got the registered carrier within this section here. These purchases here (see screen) with no carrier assigned, the possible scenario here is that John Doe has come in, they’ve added something to the cart, they’ve browsed and then they’ve left. They’ve not gone through the full transaction to the point of choosing a carrier, and the following section after choosing the carrier is actually choosing a payment.
So this order here (see screen), they have gotten quite a way through the checkout process before they’ve abandoned it. If you see a lot of these in succession, there may well be some issues with your checkout process because customers are getting quite a way through the checkout process and abandoning it in the very end. One or two of these may be randomly placed through a list. That is a fairly normal process but lots of these all after each other with different customer’s name assigned to them could indicate an issue with your checkout process.
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So now we’ve got the customer details; there is a module within PrestaShop called follow up module, and it comes as standard, and all PrestaShop stores have this module with them but it’s not always enabled. So if we search for ‘follow’ (see screen) within the module, the module list−wait for my computer to catch up.
We get the customer follow up module. I’ve actually installed the module but it might be that here (see screen) instead of configure, you’ve got the install button, so click that and install the module into your system. Once you’ve got the configuration button, click that and it’ll take you through to the configuration options.
So PrestaShop in this particular module give you various scenarios in which you can actually contact the customer to possibly get them to come back to buy more or possibly finish their carts. So the first one is the ‘Cancelled Cart’ option (see screen), and this isn’t enabled at the moment but you would enable this, and you would enter your discount percentage. So this one, for an example, we would offer a 10% discount, then as a discount validity − and this is how many days this voucher will be valid for after the customer receives it.
TIME – 4m:32s
So it may well be they’ve been on your shop one day and you send them this voucher, but the voucher will only last for seven days. This is a good way of doing it because it then encourages the customer to come back sooner rather than later to complete their order. So you may only want to have the validity of this voucher for a day so it really does put the pressure on the customer to come back and finish the purchase. So if we were to put two days on this one (see screen), the customer would receive a discount voucher. They would receive an email from the system with the products they’ve ordered in their cart already in the email, and also a discount voucher, which they can use on the store when they return. I’m not going to show you the email today, we’re going to cover that in emails in another tutorial, but the email will almost be a copy of the checkout cart, and the link will be in the email which will take them directly back to the checkout with their products already in the CART.
So it’s a simple process – the customer doesn’t have to do anything apart from click on the link and then add the new discount code to get the 10% discount on their purchase.
The process is showing at the moment, there is one email in the system (see screen) which is valid for this type of discount voucher or for this type of cancelled cart notification.
In the top here (see screen), there is a long link, and this is for con jobs and you can talk to possibly your server or your host manager to add this con job into the system. What this does is it actually automatically on a period of say the end of the day or at the beginning of the day, it will send out the emails which are already in the process here (see screen).
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It will send those out automatically, so you don’t have to come into the system and action this every day. But if you prefer to do it on a daily basis and manually, all you need to do is copy this link here (see screen) and place it in your browser and press enter and that will fire all of the emails which are here waiting in the system.
So this is your abandoned cart email (see screen). The next one we look at − this is a reorder email which we can send to customers. This will go to customers who have a valid order, who’ve generated an order, so after they’ve had an order, they will then receive a 10% discount voucher which will be valid for another say 14 days. So the customer’s gone in, they’ve created an order end to end and they’ve paid. Once this order’s gone through, automatically, maybe the following day, we would send out another email to say thank you for your order, here’s a 10% discount on your next order.
So it encourages the customer to come back again and remind them where they’ve been, where they bought from, and maybe the next 14 days, if you put a 14-day validity on that voucher, in the next 14 days, they’ll try to come back and use it.
You can also email your best customers within this module. These are customers who reached a threshold of spend, so we can do the same thing with a 10% discount here and we can put validity on here (see screen), but we also put a threshold on this particular voucher. So I could say all the customers who spent over $1,000, they will get this email once they reached that threshold. So we in the customer account system (see screen) will add up the spend of each customer and once they reach that threshold, they will be eligible for this discount and then we put into the outbox for this particular email.
TIME – 8m:13s
And finally, bad customers. These are customers who haven’t ordered with you and you can put on a certain period of time, so if they’ve not ordered from you, let’s say 30 days, hey why not send them a voucher 10%, come back to my store, come in now. Place another order or you can set that to 60 days, 90 days for how long as you like. And again, you can put a validity on that for let’s say 14 days, and you obviously put the discount amount on that particular voucher. This is to encourage people to maybe come back, especially if you’ve got types of products which need to be replenished on a regular basis. This encourages your customers and reminds them to say in 60 days say “Guys, you know, you’ve you bought something from us 60 days, it must be run out by now, come back and repurchase”.
So there’s four ways of contacting a customer, as well as the abandoned cart option which is what we’re talking about today. Within this module, there’s another three options you can use to encourage your customers to come back to spend more.
Finally, at the bottom here (see screen), it will give you some statistics on the reorders and your best customers and bad customers and cancelled cart vouchers which are sent. So there would be within these columns here the amount of cancelled cart vouchers sent, the amount used and the conversion rate on your particular voucher. So it may well be your cancelled cart, you sent out a 10% discount voucher and that doesn’t inspire people to spend so maybe you put the discount up to 15% and see whether the amount used is a better ratio with a slightly bigger discount which you would assume would work.
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But you can keep an eye on your best converting sanctions within these sections here (see screen). So it’s a good module – it’s already installed, it’s free. You don’t have to go and buy it from the addon’s. It’s already within the installation of PrestaShop. You just may need to enable this module, but it is a very good way of maybe saving customers leaving your store and possibly increasing your spend on a monthly basis if you’re sending out these on a daily basis.
I hope this helps, and I hope it increases sales for you. And I hope you return for our next video tutorial. Please share the video, comment and subscribe, and we’ll see you on the next one.
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