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All online retailers experience shopping cart abandonment. Do you understand why your shoppers who start the checkout process leave before completing it?

Here are 2 factors to consider: technical aspects and buyer purchase barriers


1. Technical aspects

Your customers may be experiencing difficulties when purchasing on your website. Usability issue can impact on the online shopping cart abandonment. Key factors to investigate, identify & rectify:

  • Which page or pages have technical difficulties?
  • Which elements on this page are creating the difficulties?

Your web development team will be able to identify these and work on the solutions to reduce the abandonment rate.

Steps to consider:

Desk Research:

Analyse the data from your website, check Google analytics and see where the “potential online buyers” are dropping.

Online market research:

Create an online market research campaign. We can help you to set up a questionnaire and e-mail it to the shoppers who are leaving the shopping cart. Alternatively, a pop-up window could be displayed on your site when the buyer attempts to abandon the cart. Collect this data and analyse it. If there is a technical fault it can be detected and fixed.


2. Buyer Purchase Barriers

Shopping cart abandonment may occur for numerous reasons: change of mind, too much information required, shipping enquiries, not enough product information, etc.

The best way to reduce the buyer’s purchase barriers is to provide an online customer care service. You can do this easily by providing:

24 by 7 live chat support

Visitors to your website can use Live Chat to get information from a real person about your products and services.

24 by 7 telephone customer support line on the cart website

Website users can phone to get assistance during the buying process and place the order online at the same time.


Arema Connect is currently providing an integrated service for customer care and market research service to our Ecommerce clients. When a client contacts us with an enquiry we perform a “market research conversation survey”. Our aim is to answer the client enquiry and at the same time collect enough information to detect trends of website elements. In this way, it is possible to support current client’s requirements and future ones.

For more information please contact us, Call us now at +44289 57 57 275 (UK) / +35321 482 4300 (Ireland) or email to discuss your requirements with us.

In this blog we have talked about:

eCommerce Read more
Market Research Read more
Customer Care Read more

We recommend the following E-commerce whitepaper:

whitepaper online ecommerce sites and challenges of customer care banner

Other resources:

Also, you can check our case studies here or click on the tags to read more posts.