ad Automation is a trending topic, especially in the world of eCommerce.
When you manage your own store there is just so much to do. You need to communicate with customers, display the right content on the site, and interact on a variety of platforms. The top eCommerce stores out there use marketing automation to automate all of these processes.
Studies show that 49% of eCommerce businesses are using some form of marketing automation. The main benefit is that it saves you and your marketing team countless hours every month. Another benefit is that you could better optimize your marketing campaigns and dramatically increase your revenue.
For example, you might not have time to send your customers or leads SMS, email, and chat messages manually. But with automation, you are able to interact with each user at the best optimal time and in the most optimal way. Studies show that interacting with a user on 3 or more platforms results in a 287% higher purchase rate.
So how do you do this?
In this post, we break down the secrets of the art of eCommerce marketing automation.
Let’s dive in.
1. Send order confirmation emails
The first touchpoint post-sale is the order confirmation email and it’s a super important step to automate. It’s really the first interaction that your customer gets to have with your brand so it’s really important to get this right. Order confirmation emails get the highest CTR and open rates on average, so it’s really important to use them wisely.
You can do a lot with the confirmation email. You can put a little flair and include some customer reviews, UGC images, or complimentary items that the customer might be interested in purchasing.
2. Send shipping confirmation emails
The second thing you should automate is your shipping confirmation. Shipping is a really important issue and it could break or make a relationship with a customer. Automate a shipping confirmation email that goes out as soon as you mark the order as shipped.
This way you won’t forget to send it, and every customer will get it on time. You can also use an app like Route that displays the package in transit visually, on a map.
The great thing with Route is that it connects to all of the top eCommerce platforms and lets the merchant control the user experience all the way to their doorstep. Users can also file claims and get their money back in case their item was lost or damaged in transit.
3. Send cart abandonment emails
Cart abandonment is a HUGE issue for eCommerce stores. The average cart abandonment rate is 70%, which means that 7 out of 10 users that add something to their cart leave without purchasing.
How do you decrease it?
It’s really simple.
First, you should set up an exit popup that opens right as a user is about to exit your store. The popup should display a discount or a promotion in exchange for the user’s email.
Here’s an example from Xero shoes where they offer a $100 gift certificate and added a 3-minute expiration to the offer. Consider adding a timer to yours and test the results.
Then, you should automate a cart abandonment flow using Klaviyo or the email tool of your choice. This flow should consist of 2-3 emails. The first one should be sent within 30 minutes of the customer leaving your site, the next one within 1 hour, and the third one should be sent in 24 hours.
Here’s a great example of a cart abandonment email from Adidas. Notice how they kept it nonchalant by asking “is your internet ok?”. That’s instantly disarming.
4. Send automatic SMS messages
Another great way you could decrease cart abandonment is by sending automated SMS messages. On average, SMS campaigns earned a 14.2% CTR and an ROI of 27x in 2020. Now, not all of your customers are going to register with their phone number at the beginning of the checkout process, but a good chunk of them should.
You could use a tool like SMSBump to set up an automatic cart abandonment flow via text messages.
You could also use a tool called LiveRecover that sends automatic text messages and has real people reply to your customer in real-time. They can be trained to answer customer questions, offer discounts, and much more.
Here’s an example of another sale saved by LiveRecover:
5. Display similar and complementary products
Besides for customer communication, you could set up eCommerce marketing automation on your site. One easy way to do that is by displaying similar or complementary products on your product pages.
You can use any of the eCommerce apps like Bold to display similar products. A lot of them use AI and user behavior to automate the entire process.
6. Use upsells and cross-sells
Another great way to display similar products is on the cart and checkout pages. Recom is a tool that uses AI to maximize your revenue using upsells and cross-sells. Here’s an example from Whoosh that displays an upsell offer on the checkout page.
It looks like ice-cream but it’s actually a tub of shower jelly!
7. Personalize the user experience
Another way to automate your marketing for your eCommerce store is to use personalization. Studies show that 80% of customers are more likely to purchase from brands that offer personalized content to them.
You can use a tool like Proof to build a personalized experience for each web visitor. You can display different headlines, content, and images on your site depending on who the site visitor is.
Proof also lets you segment your audience to target the lowest hanging fruit first. And you can do all of it without any coding.
8. Launch retargeting campaigns
Retargeting campaigns are perhaps the most effective way you could use advertising.
We call it the lowest-hanging fruit of the advertising world.
When a user visits your site, their data is recorded and you can actually target them with an ad on Facebook, Pinterest, Instagram, or on large publisher sites using the Google Display Network.
Here’s an example of a Pinterest ad:
9. Create landing pages for Youtube influencers
Automate influencer marketing?
How in the world would you do that?
It depends on the channel that you are using.
If you are using Snapchat or Instagram then the videos on there live on for only 24 hours. Instagram posts don’t have links in them, so nothing to automate there. But if you’re using YouTube or LinkedIn, then your videos will live on pretty much forever.
This particular strategy works really well with YouTubers.
Once you secure a partnership with a YouTube influencer, make a special landing page for their audience. Include a picture of the influencer, mention their name, and offer a personalized discount with their name for every customer.
Make sure to include a tracking link, and once the video is up just watch the leads and sales come in. One brand that we’ve worked with has been getting sales 12 months after the first video launched.
If you’re an eCommerce store owner or marketing manager, you should take these marketing automation strategies and mix and match based on your audience and industry.
A good rule of thumb is to launch on one marketing channel at a time. So if you have only been using email marketing it’s time to try some SMS automated flows. You should also try different forms of personalization on your site.
And remember, base all of your decisions on data. Get as much data as you need and then present it to your team. Never just go based on your gut feeling, back up every assumption with the data to support it.
Go out there and be successful!
Photo credit: Shah Alam from Dribbble