Back to all articles
How to's

E-commerce: How to recover more abandoned carts using WhatsApp

In the digital marketplace, abandoned carts are a silent signal of customers' hesitation — a moment where interest hasn't fully translated into action. How can you get them back?

Kiosk CEO - Paul Lafforgue - Expert in WhatsApp Marketing
Paul Lafforgue

Co-founder & CEO @Kiosk

Kiosk - E-commerce: How to recover more abandoned carts using WhatsApp

They've explored your products, considered the possibilities, and even initiated the journey towards purchase. But something prevents them from taking the last step. WhatsApp, with its direct and personal communication style, offers a unique opportunity to bridge this gap, turning hesitation into conversion through WhatsApp Marketing.

Tip 1: Re-engage them, fast

Engaging customers on WhatsApp soon after they've abandoned their cart is crucial. This strategy works because it capitalizes on the residual interest and warmth the customer has for the product. By reaching out via WhatsApp, a platform known for its immediacy and personal touch, you remind the customer of their initial interest at a time when they are most likely to reconsider their decision.

Kiosk - Engage Abandoned Cart Automation

How to re-engage

Kiosk Tips
Timely messages: The effectiveness of re-engagement diminishes over time. Promptly reaching out ensures that the product and the decision to purchase are still fresh in the customer's mind, increasing the likelihood of conversion.
Personal touch: Personalizing the outreach demonstrates to the customer that their interest and preferences are noted and valued. This can significantly boost the customer's engagement and likelihood to complete the purchase, as it feels like a continuation of their shopping experience rather than a cold sales pitch.
Alternative suggestions: Offering alternatives directly addresses one of the common reasons for cart abandonment: uncertainty or dissatisfaction with the initial choice. It’s a WhatsApp marketing best practice to offer similar items, to not only provide additional options but also demonstrate a commitment to meeting the customer's needs.

Tip 2: Offer enticing incentives

Incentives are a direct way to add value to the customer's purchase decision. They work by reducing the perceived risk or increasing the perceived benefit of completing the purchase. In the context of WhatsApp Marketing, where messages feel personal and direct, incentives can be presented as tailored offers, making them more appealing and effective.

How to incentivize your customers

Kiosk Tips
Exclusive discounts: By offering discounts that are exclusive to WhatsApp users, you create a sense of special treatment and exclusivity. This not only makes the offer more attractive but also strengthens the customer's connection to the brand.
Urgency: Creating a sense of urgency through limited-time offers taps into the psychological principle of scarcity. Customers are more likely to act quickly to take advantage of an offer if they believe it won't be available for long.

Tip 3: Smooth out the customer experience

A seamless buying experience is critical for converting interest into action. Complexity or inconvenience at any point in the purchase process can deter customers. By leveraging WhatsApp marketing to streamline these interactions, you reduce friction and make it easier for the customer to move forward with their purchase.

How to smooth your customer experience

Kiosk Tips
Interactive conversations: Transforming the purchase process into an interactive conversation via WhatsApp keeps the customer engaged and makes the experience more enjoyable. This approach also allows for immediate clarification and support, addressing any questions or concerns in real time.
On-demand support: Immediate, on-demand support reassures customers that they are not alone in the buying process. This availability can significantly impact the customer's confidence in their purchase decision, knowing that any potential issues can be swiftly addressed.

Tip 4: Walk them to the checkout

The checkout process is the final hurdle in converting an abandoned cart into a sale. Simplifying this step is crucial, as any complications here can easily deter a customer who was on the fence. Using WhatsApp marketing to guide the customer through checkout reduces these barriers, directly addressing any final concerns or hesitations.

How to nail the checkout experience

Kiosk Tips
Direct links: Providing a direct link to the checkout or cart via WhatsApp minimizes the steps the customer needs to take to complete their purchase. This convenience is key in converting customers who may have abandoned their carts due to a perceived hassle.
Instant support: Offering support during the checkout process can alleviate any last-minute doubts or technical issues the customer may encounter. This immediate assistance ensures a smooth transaction, reinforcing the customer's decision to purchase.


Understanding the nuances behind each step of re-engaging customers who have abandoned their carts is key to effectively leveraging WhatsApp marketing as a tool for conversion. It's not merely about reminding the customer of what they left behind but providing a personalized, convenient, and reassuring shopping experience that addresses the reasons behind their hesitation. By employing strategies centered on timely engagement, personalized incentives, streamlined experiences, and simplified checkout processes, e-commerce businesses can transform abandoned carts into valuable opportunities for sales and customer satisfaction.

If you’re wondering how WhatsApp marketing can help you recover more abandoned carts, give us a shout (link). If you like, we'll give you a free demo on a quick call with the sales team.

If you intend to use this component with Finsweet's Table of Contents attributes follow these steps:
  1. Remove the current class from the content27_link item as Webflows native current state will automatically be applied.
  2. To add interactions which automatically expand and collapse sections in the table of contents select the content27_h-trigger element, add an element trigger and select Mouse click (tap)
  3. For the 1st click select the custom animation Content 27 table of contents [Expand] and for the 2nd click select the custom animation Content 27 table of contents [Collapse].
  4. In the Trigger Settings, deselect all checkboxes other than Desktop and above. This disables the interaction on tablet and below to prevent bugs when scrolling.