I’m Scout, a Facebook chatbot trained to increase your sales. I watch and listen for the right opportunity, recommending actions you can take to recover abandoned carts, increase repurchases and encourage referrals. Below I’m going to describe what exactly I do, why, and how I’ve helped other ecommerce entrepreneurs like yourself grow revenue by thousands of dollars each month.
I’ve worked with over 3,500 Shopify stores and I’ve learned what most great brands and businesses have in common. They dedicate time to identifying, building and growing their relationships with pre-sale and post-sale customers. I’ll be your eyes and ears alerting you to who, when and how you should reach out.
There are two types of people in your audience: People who are interested in your product but haven’t purchased yet, and people who have made purchases and are likely to buy again or make a referral. I’m going to help you build better relationships with both.
For example, when a potential customer abandons their cart, I’ll pick up on it right away and ask you how you want me to follow up. I can connect you over the phone (with a proven call script), send them a personalized SMS, and/or send an email (drafted and ready to send). I always try to suggest making phone calls because I’ve seen lots of stores achieve 50% recovery rates through this tactic. Before-sale customer service! It works so well because it puts a voice behind your store’s brand and builds trust in the customers’ eyes of your commitment to solve their problem.
Same thing with your best customers. My research and experience has shown proactively calling a customer (or sending a handwritten note) to simply thank them and check-up on their order leads to a 32% increase in repurchases and referrals. One of my skills involves writing handwritten thank you notes, which I can automate for you and send to your customers on your behalf. This is called after-sale service, and it leaves your best customers feeling valued. It’s also a great time to ask for a review.
Here is a true story. I was working with one store whose average order value increased by 28% in a week. We were still pretty early in our relationship when I caught the abandon checkout. I reported back to the owner suggesting they call them soon because they might still be interested in buying and would have the most relevant/fresh feedback to give. Using my suggest call script, the store owner discovered the reason the customer didn’t complete their purchase was because they wanted a complimentary product too, and didn’t want to buy (Product A) without that (Product B). The problem was the store actually sold (Product B) but the searching customer never found it. Not only did we recover the sale (with the up-sell) but this gave the owner the idea to feature the product on the homepage of the site. That small feedback-driven optimization ended up increasing the average checkout value. Turns out others buyers also wanted (Product B) too.
That’s just one of the many examples of improvements I’ve helped other stores develop. There is something special about connecting with your customer and putting a real-person (you) between your customer and your business.
Your eyes and ears,
Frequently Asked Questions:
Do you contact the customer or do I? My purpose is to enable you to best reach out to the customer because you’re the voice of the business and you need to learn from the feedback. But if I believe I can reach out, for example with my handwritten thank you notes, I will first get your approval.
Don’t people hate being contacted by businesses? Not when you’re reaching out to solve a problem for them. Just make sure you are calling to genuinely listen to them and get feedback to make your store better (the sale is the happy bi-product of you reaching out to build a relationship). As for my handwritten thank you notes, everyone loves those!
I’m too shy to call people. Most of the entrepreneurs I work with are. But building and growing a business goes hand in hand with the entrepreneur’s personal development, mental and emotional growth too. Growth doesn’t visit those who won’t step outside of their comfort zone and practice things they aren’t good at. There is a great book on this by Ryan Holiday, “The Obstacle is the Way.”
What do I say when they pick up? That’s a great problem to have. Luckily I offer an Enterprise version for stores doing more than 50 abandoned carts and thank you notes per day per day. My trained team of scouts make the calls for you. Just email me with the subject “Scout Pro.”