Most common reasons for Shopping Cart abandonment

Mandatory account creation

Creating an account requires additional effort, which may not be appreciated by consumers who are only interested in making a single purchase. However, businesses often require account creation to utilize email marketing and increase potential customer leads.

Customers who are making their first purchase may be reluctant to share their email addresses or allow the company to store their credit card information. From the customer's perspective, creating an account also means having to remember an additional password. 

Long and confusing checkout process

The desired checkout experience is one that is seamless and free from obstacles. The usual sequence of steps in a checkout process includes the shopping cart, billing information, shipping information, shipping method, order preview, payment, and confirmation.

A checkout flow that deviates from a logical progression of steps can discourage customers. Similarly, requesting excessive information to complete the purchase, such as the customer's phone number, date of birth, or gender, can also discourage customers. 

Unexpected shipping cost

Unexpected fees added at the checkout stage are extremely off-putting for shoppers.

According to a study conducted by Baymard Institute, 48% of shoppers who genuinely intended to make a purchase (as opposed to those who were just browsing) abandoned their shopping carts due to excessive additional costs such as shipping fees and taxes.

In an effort to compete with Amazon, major retailers like Target, Walmart, and Best Buy have made two-day, free shipping a norm, which has resulted in customers expecting similar benefits from other retailers. 

Longer than expected delivery time

In certain eCommerce stores, the estimated delivery time for an item may not be disclosed until the checkout stage. The expected delivery time typically depends on the customer's location, especially for businesses that ship internationally.

It is important to note that customers have increasingly shorter acceptable delivery timeframes. According to a survey conducted by Alix Partners involving over 1,000 consumers in the U.S., customers now prefer a maximum delivery time of 4.5 days, compared to 5.5 days in 2012.

However, the delivery time also varies depending on the type of item. Custom-made items naturally require a longer processing time as they are made to order. Perishable goods and household items should be delivered quickly to ensure food safety because customers often need them urgently. On the other hand, delivery windows for consumer durables like furniture are more flexible. 

Lack of desirable payment option

Due to concerns surrounding data breaches and the popularity of contactless payment methods such as smartwatches and digital wallets, customers now have a strong preference for a variety of payment options.

Digital wallet services like Apple Pay, Google Wallet, and PayPal allow customers to make online purchases without disclosing their credit card information to potentially untrusted retailers.

In addition, many ecommerce stores provide interest-free buy now, pay later options through third-party providers like Klarna. This enables customers to afford larger purchases more conveniently. 

Payment security concern

Signs such as outdated website design, the absence of an SSL certificate, an unfamiliar brand name, or an unfamiliar payment gateway can discourage customers from completing a purchase.

According to Baymard Institute, 18% of consumers hesitate to provide their credit card information to ecommerce websites they are not familiar with or do not trust.

The absence of social proof, such as reviews, testimonials, and other user-generated content, makes it challenging for customers to establish trust in your brand. 

Churchillmemorials.co.uk - High-quality memorials for your loved ones.

Coming to Churchill Memorials, where they are known for providing beautiful memorials made of high-quality granite and marble. As a family-run business, they prioritize delivering professional service and exceptional craftsmanship to honor your loved ones in the most meaningful way.

Churchill Memorials understands the importance of creating a lasting tribute that truly reflects the memories and life of those who have passed. With their commitment to excellence and meticulous attention to detail, they offer a wide range of customization options and designs to ensure that every memorial is unique and personal.

Guided by care and compassion, the professional team at Churchill Memorials is dedicated to assisting you through the memorial selection process. They offer a diverse selection of high-quality granite and marble memorials that are crafted with precision and artistry.

Recognizing the emotional journey that accompanies memorial planning, Churchill Memorials strives to alleviate any additional stress by providing their services at respectful prices. They believe that everyone should have access to a memorial of the highest quality without compromising affordability.

On their website, you can explore their extensive range of options, from traditional headstones to modern and bespoke designs. With their expertise and commitment to customer satisfaction, Churchill Memorials promises to bring your vision to life.

Choose Churchill Memorials to create a lasting memorial that beautifully captures and honors the memories shared with your loved ones, ensuring the legacy lives on for generations to come. 

About NetBase JSC/CMSmart

Netbase JSC is a software outsourcing company based in Hanoi, Vietnam. They were founded in 2005 by a group of software and internet experts, and they have been providing high-quality software development services to clients all over the world.

Netbase JSC specializes in e-commerce solutions, and they have a team of experienced developers who are experts in open-source CMS platforms such as Virtuemart and Magento. They also offer a wide range of other services, including web development, mobile app development, and IT consulting.

CMSmart is a leading and forward-thinking eCommerce solution provider, dedicated to empowering businesses with cutting-edge technology and comprehensive services. With a strong commitment to excellence and a passion for driving online success, CMSmart offers a versatile platform that caters to a diverse range of e-commerce needs. As a trusted name in the industry, CMSmart specializes in providing a range of e-commerce solutions, including building dynamic online marketplaces, multi-vendor platforms, and personalized online stores. Whether you are a budding entrepreneur or an established enterprise, CMSmart offers the perfect blend of features and flexibility to meet your specific requirements.

How we start a partnership

After discovering our company online, like many other customers, they were searching for a printing website solution. Specifically, they required an online designer tool for their customers to personalize headstones.

Initially, they showed interest in our NBdesigner plugin. This plugin enables consumers to design products online. The admin has the ability to create pre-made templates, incorporate custom fonts, and add clipart for the design process. Consumers have the option to choose from the available pre-made templates, edit text, and upload images. Additionally, the admin can invite individuals to join as designers and earn commissions for each order that utilizes their artwork.

However, after purchasing our NBDesigner plugin, they encountered certain issues that did not align with their business model. As a result, they are seeking our assistance in customizing the plugin to better suit their needs. 

Due to the inherent limitations of NBDesigner's original interface in accommodating the intricate and specific requirements for designing a tombstone, our team proactively undertook a comprehensive revision and transformation of the essential designer elements to better cater to our esteemed clients' needs. As a result of these intentional modifications, significant enhancements have been made specifically in the text and Cliparts section, where a comprehensive revamp has taken place. Consequently, a discerning selection of items has been meticulously curated and thoughtfully incorporated, while eliminating any unnecessary elements or features that may hinder or dilute the overall design aesthetics. This meticulous endeavor ensures that only the most relevant and purposeful components remain, empowering our clients to seamlessly and effortlessly bring their desired tombstone designs to fruition with utmost satisfaction and precision.

And this is when it was done.

But wait, there's more! 

In addition, our valued clients sought our assistance in refining their checkout process, with the primary goal of minimizing the occurrence of customer cart abandonment resulting from a cumbersome and convoluted checkout experience. Understanding the significance of a streamlined and user-friendly checkout, we worked diligently to optimize the process, ensuring it is intuitive, efficient, and hassle-free for customers. By addressing potential pain points and simplifying each step, we strive to boost completion rates and enhance overall customer satisfaction. 

We have condensed the process into a concise sequence of only four steps:

 

In the initial step, customers are prompted to provide their fundamental information, encompassing details such as their names, phone numbers, and email addresses. It is imperative to note that these fields are mandated and cannot be bypassed, as they are deemed essential for completing the transaction successfully. Ensuring the completion of these required fields guarantees the accuracy and completeness of customer information, enabling smooth processing and facilitating effective communication.

The following step involves gathering the address details of customers. This address will be used for shipping the product.

Moving on to the next step, customers will be presented with various shipping options to choose from. It is worth mentioning that the shop's owner extends the generosity of free shipping to all valued customers. This commendable offering ensures that customers can enjoy the convenience of having their purchases delivered without incurring any additional costs. By providing this complimentary shipping option, the shop aims to enhance customer satisfaction and create a seamless and rewarding shopping experience.

The final step in the process entails the payment stage. Customers are presented with a range of options to select from, including traditional card payments, secure PayPal transactions, or the convenient Klarna payment method. Once they have chosen their preferred payment method and reviewed all the necessary details, they can simply proceed by clicking the "place order" button. This action confirms and finalizes their order, marking the completion of the transaction. With this user-friendly and comprehensive payment process, customers can swiftly and effortlessly complete their purchases, bringing the entire shopping experience to a satisfying conclusion.

Some words from CMSmart team

With the evolution of online design technology, the realm of tombstone design has witnessed a significant transformation. In the bygone era, tombstones were limited to a handful of standard designs. However, in the present day, customers are empowered with the ability to unleash their creativity and individuality by crafting numerous distinct designs. This newfound freedom not only allows them to stand out amidst the sea of conventional options but also serves as an expression of heartfelt gratitude towards their departed loved ones. As the concept of tombstone design evolves, it becomes a unique and meaningful avenue for commemorating and honoring those who have passed away.

The more user-friendly and intuitive your tool for creating custom designs is, the more appealing it will be to your customers visiting your website. In today's fast-paced world, people value simplicity and ease of use. At CMSmart, we constantly strive to enhance our software to ensure convenience for both consumers and shop owners. We understand the importance of time and aim to provide our partners with efficient tools that minimize administrative tasks, allowing them to dedicate more time to strategic business planning. With our extensive expertise of over 9 years in this industry, we possess the knowledge and resources to fulfill all your printing business needs. Allow us to assist you in launching your printing business successfully. 

Rose Helen

Shop Owner
Rose Helen is a highly accomplished Ecommerce Project Consultant with a strong background in managing and guiding successful e-commerce projects. With her exceptional expertise and strategic mindset, she helps businesses achieve their goals in the digital marketplace.
With years of experience, Rose Helen possesses an in-depth understanding of e-commerce platforms, technologies, and best practices. She works closely with clients to analyze their needs, develop tailored strategies, and execute effective project plans that drive growth and success.
As an Ecommerce Project Consultant, Rose Helen excels at overseeing project lifecycles, from inception to completion. She ensures projects are delivered on time, within budget, and with the highest level of quality. Her exceptional project management skills enable her to effectively communicate with stakeholders, manage resources, and mitigate risks throughout the project journey.
Rose Helen is a strategic thinker who leverages her extensive knowledge to identify opportunities for improvement and innovation. She provides valuable insights and recommendations to optimize e-commerce processes, enhance user experiences, and increase online sales.
With her strong communication and collaboration skills, Rose Helen builds strong relationships with clients and key stakeholders. She fosters a collaborative environment, working closely with cross-functional teams to ensure seamless project execution and alignment with business objectives.
Beyond her technical expertise, Rose Helen is dedicated to delivering exceptional client service. She goes above and beyond to understand her clients' unique requirements and provide them with personalized solutions that drive tangible results. Her commitment to client success is evident in her approach and the long-term relationships she builds.
Rose Helen's passion for e-commerce, coupled with her extensive experience and project management skills, makes her a valuable asset for organizations looking to thrive in the digital landscape. With her guidance, businesses can navigate the complexities of e-commerce projects and achieve their objectives with confidence and success.