Converting cart abandonment to sales
Providing a seamless payment experience is crucial in the digital transactions space. One of APAC’s most renowned hospitality programs, recognising the importance of this, has embarked on a journey to modernise its payment solutions. With a staggering 60% of users abandoning their cart during sign-up, the need for a revamped payment process was evident.
With members spanning multiple regions, languages, currencies and requiring support for diverse local payment methods, the organisation needed a modern payments solution to simplify transactions, reduce friction and boost conversion rates.
Cart abandonment is a common issue in e-commerce, often stemming from a cumbersome checkout process. With over half of potential customers leaving their carts before completing a purchase, this affects revenue but also customer satisfaction and brand loyalty.
Implementing a modern payments solution
To address this, we implemented a scalable platform supporting multiple regions, currencies and payment methods. Region-specific options were introduced, from Australia to Vietnam, along with new features like telesales payment links and an express checkout for manual renewals.
A redesigned registration flow ensured all new members were automatically enrolled in an annual subscription, while a new self-service portal allowed members to manage preferences, renewals and payment methods independently.
The impact was immediate. Conversion rates rose by 2.07% compared to the same 30-day period the previous year, while cart abandonment dropped by half. Page load times improved by 40% , and in the first 30 days alone, over 17,000 payments were processed. These improvements modernised the payment experience for members, strengthened retention and positioned the organisation to better serve its growing community across APAC.
The benefits of this process were:
1. Increased conversion rates: By simplifying the payment process, more users are likely to complete their purchases, directly boosting sales.
2. Enhanced security: Modern payment systems offer robust security features, safeguarding customer data and building trust.
3. Improved user experience: A smooth, hassle-free checkout process enhances customer satisfaction and encourages repeat business.
As the organisation continues to innovate and improve its offerings, the modernisation of its payment experience is a crucial step. By focusing on user needs and leveraging advanced technologies, they are setting a new standard in the hospitality industry.
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