Cart abandonment recovery is an art you can master over time by investing in tools (like Hotjar 👋) to help you understand what your customer says and does over time—and why.
According to Sue Duris, Director of Marketing & Customer Experience M4 Communications, Inc., every customer will have their ‘zero moment of truth’: when they realize they have a problem and start searching for a solution.
By meeting customers where they are, product teams can figure out what’s most important to them. After all, analysis isn’t only about the tools you use; it’s also about how you use them, and why.
Be diligent about addressing customer issues as they come up: use heatmaps, session recordings, and regular customer feedback to improve your content, make design tweaks, and simplify your website navigation.
Invest attention and effort into understanding user behavior, and you’ll not only realize who you’re serving behind every click but also uphold the value that what’s right for your customer is often what’s best for business.