Ep 247: Predicting and Preventing Abandoned Carts With Jon Tucker, Helpflow

Abandoned carts mean lost sales. No one wants that. Did you know that there’s a way to prevent that and, more amazingly, to predict when a customer is going to abandon their cart?

In this episode, Jon Tucker, CEO at Helpflow, divulges the amazing strategies that his company uses to predict and prevent store cart abandonment. He talks about how his software observes patterns and strategically partners potential abandoners up with live chat agents to increase conversions instead of losing the customer. This is a mind-blowing episode, so be ready!

KEY TAKEAWAYS FROM THIS EPISODE

• Attribution is tough, but chat is harder. It’s more complicated than other channels.
• Focus on live chats as a sales channel.
• Helpflow predicts if somebody's going to abandon their cart based on their patterns throughout the site and engages with them through a live chat before they abandon. 
• A chat invite bubble should be low-pressure, informal, and have perfect timing. Focus on helping the customer instead of pushing marketing.
• People abandon because of questions they have. There’s something that holds them back or confuses them.
• Send an SMS or E-mail that would generate another engagement after a customer abandons a purchase. Ask if they have questions.
• Poor chat experiences will cause the conversion rate to go down. Response time matters a lot.
• Every business is complex. You should have your processes dialed in.

Today’s Guest:

Jon Tucker is the CEO at HelpFlow.

HelpFlow provides 24/7 live chat and customer service teams to 100+ eCommerce stores. HelpFlow's team of agents maximize conversion by recovering checkout abandons, integrating with cart recovery e-mails, and helping engaged website visitors overcome what's stopping them from entering the checkout process.

Connect and learn more about Jon and HelpFlow here:

Website: HelpFlow.com
Linkedin: https://www.linkedin.com/in/jontuckerusa/
Download HelpFlow's Free Resource - How to Predict and Save Cart Abandons with Live Chat at https://helpflow.net/mindful

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