Abandoned Browse vs. Abandoned Cart: What’s the Difference? (2022)

We’re all familiar with the cart abandonment email. Whether as marketers or as shoppers we all know the classic “you’ve left something in your cart!” subject lines. Because abandoned cart emails get all the glory, we want to focus on the lesser-known sibling of the cart abandonment campaign: the browse abandonment campaign.

Abandoned browse messages are usually sent after shoppers have been bouncing around your site (or app), from product page to product page, but then, before they actually add anything to their cart and checkout, they leave.

From the jump, it’s clear that abandoned cart and abandoned browse campaigns are reaching shoppers at different stages in their buying journeys. To better understand when to send one or the other and what they should look like, we have to dive deeper into what causes someone to abandon browsing and abandon their cart in the first place.

Why They Abandon Us

A user who abandons their cart is much farther along in their shopping journey than a user who abandons browsing an item. Someone who has built a cart is close to purchasing while someone who is just browsing is often in the research stage or even just “window shopping” without the intent to make a purchase.

To fully understand the why, we as marketers have to get inside the heads of the users when they close the browser window.

Manychat highlights the reasons between abandoning browse and abandoning a cart:

Why Shoppers Abandon Browse

  • Just looking for ideas
  • Comparison shopping
  • Product doesn’t meet needs
  • Too expensive
  • Slow loading site (slow-loading sites increase the abandonment rate by 75%)
  • Read a bad review

Why Shoppers Abandon a Cart

  • Checkout process too long
  • Action timed out
  • Issue with payment processing
  • Are unsure of purchase
  • Worried about price
  • Registration requirements
  • Lack of site security
  • Shipping is not fast enough

Because shoppers who have abandoned their cart are farther along in the buying process and their abandonment may point out more actionable site fixes or user experience enhancements, many marketers dedicate more resources to building abandoned cart campaigns over abandoned browse campaigns.

In fact, a quick Google search for abandoned browse campaigns results in a lot of abandoned cart campaigns. But, the less popular abandoned browse campaigns are super valuable for turning those who are “just looking” into buyers.

(Video) Ecommerce: Abandoned Cart vs. Abandoned Checkout: Don't confuse these...

The Impact of Abandoned Browse Campaigns

According to Salecycle, “Browse abandonment emails have an 80.9% higher open rate and 50.5% higher click through rate than traditional emails, while 26% of all browsers that open these emails will click through and return to the site.”

What differentiates abandoned browse emails? By nature, they’re personalized. They contain customer-specific information (what they looked at, when they looked at it, etc.) and that alone positively impacts the customer experience. Personalization builds relationships, promotes brand awareness, fosters loyalty, and increases repeat business.

Personalization in Abandoned Browse Campaigns

To step-up the level of personalization, your brand can implement progressive profiling to start building a customer profile based on the little information you may have collected. Every time a customer interacts (or doesn’t interact) with your brand, you have the opportunity to learn something new about them.

For example, your marketing team can make educated guesses, based on the actions of customers that are similar to this new customer, as to what the new customer may be interested in going forward. This initial data can be worked into abandoned browse messaging to make sure your customers are getting content that’s as individualized as possible in the early stages of their journey.

Connect Cross-Channel

It’s also important to remember that abandoned browse messages don’t always need to come in the form of an email. If a user has downloaded your app and registered, you could send an abandoned browse push notification. If they’ve added their phone number, send them an abandoned browse SMS. But, because an email address is usually the contact information brands collect first (think about all of those popups asking for your email in exchange for a 10% off coupon), it’s often the easiest way to contact a user.

While they don’t necessarily need to contain coupons or urgent deadlines like abandoned cart messages, abandoned browse campaigns are a nudge in the right direction. They’re a reminder of what the shopper has looked at and can encourage them to convert. Let’s take a look at some examples.

Examples of Abandoned Browse Campaigns

Vans, the footwear and apparel brand, understands where the shopper is in their journey when they abandon a browse. Rather than being pushy with last-minute deals, this email invites the shopper to check out new styles and offers suggestions in addition to featuring the abandoned item (Sun Waves Tie Dye Midi Dress).

(Video) Browse Abandonment. What is it? How to set-up in Klaviyo

Abandoned Browse vs. Abandoned Cart: What’s the Difference? (1)

With “Shop Now” CTAs and “might” in their copy, Vans is delicately guiding users back to the site.

In their abandoned browse email, ASOS, an online retailer, very clearly calls out the fact that the shopper was browsing. They label the initial session as a “first impression” and invite shoppers to return to the site for a second look.

Learn more about how ASOS integrates browse abandonment into their customer experience.

Abandoned Browse vs. Abandoned Cart: What’s the Difference? (2)

(Video) Shopify Update!! - New Automations for Abandoned Carts & Browse

This is a gentle reminder of the user’s session, with a light invitation to continue browsing. Source: SmartrMail.

Lastly, we have Hydro Flask, a water bottle brand. Not only does this abandoned browse email contain the abandoned product, it also has the shopper’s name for an extra layer of personalization. Then, Hydro Flask goes another step further and shares some products that have been frequently purchased with the abandoned item.

Abandoned Browse vs. Abandoned Cart: What’s the Difference? (3)

Hydro Flask uses clever copy with customer personalization to entice the browse abandoner back to the site to make their purchase. Source: iZooto.

These examples are all playful, light, no-pressure reminders that aim to bring the browser back to the site rather than scaring them away. These messages may look a lot different than abandoned cart emails and it’s because of where these customers are in their shopping journey.

Shopping Journey Stage Matters

We’re by no means knocking abandoned cart campaigns in favor of abandoned browse campaigns. It all depends on where customers are in their shopping journeys. There are times when it doesn’t make sense to send an abandoned browse, but it all relies on how the customer might receive said messages.

(Video) Beyond Cart Abandonment | 5 Types of eCommerce Abandonment

From the examples provided, it’s evident that abandoned browse messages have a softer, less urgent tone. Abandoned browse campaigns are basically suggesting that the user comes back to the site. Abandoned cart campaigns, however, are urgent and recognize that the shopper is right on the cusp of purchasing. If you push too hard with abandoned browse messages, you’ll scare shoppers away. But, if you take a more aggressive approach and highlight scarcity and deadlines with abandoned cart emails, customers with items in their cart may be more likely to convert.

Both abandoned cart emails and abandoned browse emails are great additions to any marketing strategy. In fact, it’s likely you’ll include both. The key is understanding when to send which and how to develop the right tone to appeal to your customers.

To learn more about the ways your marketing channels can be connected to guide shoppers through their buying journeys, request an Iterable demo today.

Abandoned Browse vs. Abandoned Cart: What’s the Difference? (4)

Iterable

Iterable is the powerful customer communication platform that helps organizations like Zillow, DoorDash, Calm, and Box to activate customers with joyful interactions at scale. With Iterable, organizations drive high growth with individualized, harmonized and dynamic communications that engage customers throughout the entire lifecycle at the right time.

(Video) Understanding Browse Abandonment & Cart Abandonment | CXL Institute E-Commerce Email Microlesson

FAQs

Abandoned Browse vs. Abandoned Cart: What’s the Difference? ›

With cart abandonment, the shopper has expressed more intent. They've added potential purchases to their shopping cart but left without completing the purchase. Browse abandonment is when a shopper visits your site, browses, and leaves without adding anything to their shopping cart or proceeding to checkout.

What is abandoned browse? ›

Browse abandonment happens when customers view product and category pages on a website without going on to add items to their shopping carts. Our stats show that an average of 14.5% of sessions on retailer's sites result in items being added to baskets, but there are plenty of sessions where people view products.

What is an browse abandon email? ›

What Is a Browse Abandonment Email? A browse abandonment email is typically sent after a visitor views a product or category page and leaves the site without adding an item to their cart. Browse abandonment emails are a type of behavioral email, similar to abandoned cart emails.

What is the difference between cart abandonment and checkout abandonment? ›

The difference between checkout abandonment and cart abandonment is that checkout abandonment involves abandoning the cart after the customer has entered their information in the checkout process, while the cart abandonment simply means abandoning the cart at any stage previous to checkout.

What are abandoned shopping carts? ›

What is shopping cart abandonment? Shopping cart abandonment is when a potential customer starts a check out process for an online order but drops out of the process before completing the purchase.

How many abandoned cart emails should I send? ›

Experts say that for a loyal/long-term customer, one email after one hour of cart abandonment is enough to push them to take action. But this can be a stretch. So, most marketing experts recommend sending 3 to 5 abandoned cart emails at a specific frequency to yield better conversions.

How do you browse email? ›

Using a Web Browser. Go to your email service provider. Open a new tab on your web browser and go to the address of your email service provider. Email accounts accessed online are called "webmails." This is the most commonly used kind of email because it's free and almost anyone can use it.

What is browse abandonment in Klaviyo? ›

Browse abandonment emails are an email automation, set up in your email marketing software, that re-engage your visitor when they leave the page. These promotional emails lead visitors back to your ecommerce website and increase your conversion rate by reminding your subscribers to take a second look.

Why do people abandon at checkout? ›

80.68% of retail shoppers abandon purchases after adding items to their cart. 34% of shoppers abandon checkout because they are forced to create an account. 23% of shoppers abandoned carts due to issues with shipping. 18% of shoppers abandon carts because they wanted to compare prices.

What does abandoned checkout mean on Shopify? ›

An abandoned checkout (also called an 'abandoned cart') occurs when a customer adds an item to their cart and doesn't follow through with a purchase. Setting up Abandoned Checkout on Shopify is the equivalent of a quick win. By making this small change, you could recover potential sales.

Why is checkout abandoned? ›

Lack of payment methods

The less options available to your customers, the more likely they are to abandon. If customers add items to cart only to learn they can't buy using the payment option they want, they may leave. Solution: Give customers as many payment options as you can.

How do you find abandoned carts? ›

How is abandoned cart rate calculated? Shopping Cart Abandonment Rate is calculated by dividing the total number of completed transactions by the number of initiated sales. (adds to basket) . You then subtract the result from one and then multiply by 100 to find your abandonment rate.

How do you deal with abandoned carts? ›

12 Ways to Reduce Cart Abandonment
  1. Show Clear Calls to Action.
  2. Provide a Choice of Delivery Options.
  3. Offer Guest Checkout.
  4. Be Clear About Total Costs.
  5. Show a Persistent Reminder of Cart Contents.
  6. Use Analytics to Monitor Abandonment.
  7. Smooth Checkout Forms.
  8. Offer Help Where It's Needed.
Jun 21, 2022

How many carts are abandoned? ›

According to Baymard Institute, 69.57% of online shopping carts are abandoned. Think about that. For every 100 potential customers, 70 of them will leave without purchasing.

What is cart and checkout? ›

If a customer is signed in, items in the cart are preserved between sessions. In this way, the customer can continue to shop from multiple devices. From the cart, the customer can proceed to checkout. A customer can initiate checkout as a guest user or as a signed-in user.

What is checkout abandonment rate? ›

The checkout abandonment rate is the percentage of customers that are leaving checkout after initiating the checkout process. It is calculated by dividing the total number of completed transactions by the number of initiated checkouts that are abandoned, subtracting this value from 1, and multiplying by 100.

What is abandoned basket? ›

Shopping cart abandonment (or basket abandonment) is when an online shopper adds items to their cart but leaves the site before they can complete the purchase. The average cart abandonment rate across all industries is 75% – that means 3 out of 4 visitors on your eCommerce site never turn into customers.

Videos

1. How to Track Shopping Cart Abandonment with Google Analytics
(MonsterInsights)
2. How To Recover Abandoned Carts On Shopify with Recapture
(Justin Cener)
3. How to Create Shopify Abandoned Product Browse Reminder in ManyChat
(Chatimize)
4. S03, E03 Email Automation Series: Cart and Browse Abandonment with Kerrits
(Omnisend)
5. HOW TO: Abandoned Cart & Abandoned Checkout Klaviyo Flows for Shopify Stores
(Monica Grohne)
6. Creating Personalized Abandoned Cart Journeys with Salesforce Marketing Cloud
(Devs United)

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