You’ve just finished a personal video call with a customer and you – or your team – have nailed it. Depending on several factors – the strength of the call, the seriousness of the shopper and more – you might be in one of  four stages of securing conversions and building long-lasting repeat customers:  

1. No Items Added to Cart
2. Abandoned Cart 
3. Abandoned Checkout 
4. Order Complete 

When it comes to sales there is no waiting game – having an airtight and optimized follow up strategy is essential for increasing sales. The best approach here uses personal clienteling and marketing tools such as abandoned cart flows and other triggered emails to not only recover the shopping cart and checkout but create a unified, personalized and curated experience for your customer. Boutiq is ready to help you and your sales team at every step along the way. Here are the best ways to follow up post-video calls and lead your customer through checkout.

An Empty Cart? Continue the Conversation

When a video call ends and no items are added to the shopping cart – not all faith is lost. Perhaps there was a conversation about other products, upcoming needs or wants for something specific, or context clues that gave you insight into what that customer was looking for. Your sales associate is your greatest resource as they are the most familiar with details from the call and know what might suit your client; that’s the beauty of personal touch in a digital setting.  ‍

When the call is over, your sales associate can create a Shopping Cart for your customer via the Boutiq Host App - based on the items that were shared in the Showroom and/or based on the conversation they just add. They can then include a link to the Shopping Cart in their follow-up email.

This scenario has two potential follow ups:

1. Send a personalized thank you note – post-video call – that creates a strong customer connection between themselves and the brand, while also allowing the sales associate to make more suggestions in the thank you email. This is also a great time to schedule a second call to see if your team can close the deal. 
2. The second option is automated. Depending on the volume of calls your team is hosting, not every salesperson will be able to personalize a note. Instead send an email and invitation to schedule a follow up call whenever a cart is left empty. This reminds customers of their options, while saving the sales team the manual labor of personalizing each email.
   

Checkout Started? Close the Sale

If the customer began checkout but hasn’t completed their order, you’re looking at an abandoned checkout. According to Baymard Institute, 69.57% of ecommerce shopping carts are abandoned. Capturing that extra revenue by recovering those orders could result in significant sales. 

Fortunately, recovery at this point is fairly simple. The customer has entered personal information (including their email) while beginning the checkout process. This signals to Klaviyo, or another email marketing provider, that it can work its magic, triggering an automated abandoned checkout flow. While an automated email has been sent, your sales team still has the opportunity to send an additional personalized note to close the sale.