Common pain points in the online customer journey and how to overcome them.

2. Tweet with us @VeUnitedStates @bluesnapinc #Display2Sale
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3. Today’s Agenda
 The eCommerce Challenge
 Shopping Cart Abandonment
 Checkout Abandonment
 Q&A
#Display2Sale

4. Terri Mock
Chief Revenue Officer
Ve Interactive
Scott Fitzgerald
Senior Vice President, Marketing
BlueSnap
Today’s Speakers
#Display2Sale

5. Spent on paid media
Revenue left in shopping carts
Abandonment rate varies by sector
Based on data from over 10,000 Ve clients
$545 Billion
Sources - Business Insider 2014, eMarketer 2014
$4 Trillion
$$$
69%
Finance
70%
Software
86%
Travel
75%
Retail
Natural Return Rate
5%
$$$$$$$$
$$$$$$$$
$$$$$$$$
#Display2Sale
The eCommerce Challenge

6. Risks Throughout the Buying Process
PaymentsShopping
cart
CheckoutWeb UI
Checkout
Abandonment
Shopping Cart
Abandonment
#Display2Sale

7. Cart Abandonment Pain Points
Site
Abandonment
Cart
Abandonment
#Display2Sale
Unconverted
Visitors

8. #Display2Sale
55% of visitors spend fewer than 15
seconds on your website
-Media Post
Pain Point: Site Abandonment

9. #Display2Sale#Display2Sale
Solution: Onsite Engagement
Best Practices
• Real-time proactive triggers
• Personalized incentives
• Basket bookmarking

10. #Display2Sale
The average rate of cart abandonment in
2015 was 68.95%. That means two-thirds of
the time online shoppers add to their basket
only to leave items behind.
-IBM
Pain Point: Cart Abandonment

11. #Display2Sale
Best Practices
• Timely Reminders
• Tested Content
• Immediate Relevance
Solution: Email Remarketing

12. #Display2Sale
Email 1
Send 20 min post-
abandonment
Email 2
Send 24 hours
post-abandonment
Email 3
Send 48 hours
post-abandonment
Best Practice: Cascaded Email Campaign

13. #Display2Sale
Best Practices
• Timely Reminders
• Tested Content
• Immediate Relevance
Solution: Email Remarketing

14. #Display2Sale
97 percent of online consumers do not make
purchases on their first visit to an eCommerce site.
3 out of 4 consumers who abandon online shopping
carts plan to return to the site or visit a store to
complete the purchase.
-Ripen eCommerce
Pain Point: RetargetingPain Point: Unconverted Visitors

15. #Display2Sale
Solution: Dynamic Retargeting
Best Practices
• Refine your
audience segments
• Set frequency and
recency caps
• Use fresh creatives
• Provide clear CTAs

16. Risks Throughout the Buying Process
PaymentsShopping
cart
CheckoutWeb UI
Checkout
Abandonment
Shopping Cart
Abandonment
#Display2Sale

17. Checkout Abandonment Pain Points
PaymentsFriction Confidence

18. Pain Point: Friction
Payment Types
Extra steps &
fields
Currency
Local
Language
Product Reviews

19. Solving Checkout Abandonment
Friction
Present & process in
local currency
(Save 10% of sales)
Present consumers with payment
options they expect
(15% of US shoppers expect PayPal
40% of German shoppers use
Sofort!)
The best sites take
<130 seconds to
checkout
The worst take >260
Every 2 seconds can be
worth 7% of sales

20. Pain Point: Confidence
Live help
Security
logos
Coupons
Local
Language

21. Solving Checkout Abandonment
20% of Shoppers will
abandon if they can’t
read the page their
native language
Without a coupon, 30%
of consumers report
they will abandon
Confidence

22. Pain Point: Payments
Retries &
failovers
Currency
mismatch
Aggressive
fraud rules
Acquiring banks

23. Solving Checkout Abandonment
Processing payments
locally (avoiding cross-
border transactions) can
save up to 20% of
transactions
Employing simple
retries and failovers can
save 3-5% of
transactions from a
false decline
Payments

24. How Do You Measure the Problem?
Checkout Conversion Calculator

25. Key Takeaways
“3 out of 4 consumers who abandon online shopping carts plan to return”
>> Don’t lose sight of your customer #Retargeting #Display2Sale
Send email cascades for users that don’t convert. 20 min post abandonment
-> 24h -> 48h & w/increased offer #Display2Sale
Measure your #checkout experience to identify causes of
abandonment with the online calculator #Display2Sale
3 keys to solving checkout abandonment? Reduce friction, build confidence
& manage payment conversions #Display2Sale
@BlueSnapInc@VeUnitedStates

26. Questions?