Form Abandonment: Follow Up Comms Best Practices

[Nikki_Aurelio]

I'm looking for some advice on best practices on how to follow up with a lead after they abandon a form. Anyone have any resources or insights they can share on when to schedule the triggered follow up email, how frequently to contact them in a stream or any other tactics to recapture the lead? 

[John_Westley]

Hey Nicole great question!

How are you identifying them as abandoned?

By using the "clicked link in email" or "viewed web page" with no "form filled out" status or is there another way?

[Michelle_Tizian]

My trigger is clicked link or viewed web page but didn't fill out form, but I do to look at the list of the people who did fill out the form carefully and check against the names of the people who viewed the web page to make sure that they didn't use a personal email.  Or that they didn't use an alternate version of their work email.  It happens!

[Nikki_Aurelio]

We are identifying them in both ways actually - people that clicked to our landing page from an email but didn't fill out the form as well as known leads who viewed the page but did not complete the form. 

Thanks for the recommendation of scrubbing the list again those that did fill out the form, Michelle - great idea!

So now we are going to send follow up emails to those who abandoned, but I am looking for some guidance or suggestions on how soon after they abandon we should follow up as well as frequency of contacting them.

[Josh_Hill13]

Ecommerce forums are probably the best places for info. Search for cart abandonment ideas. Whichtestwon might have some ideas. I'll check later.

My sense is you want to follow up in 2-24 hours with a secondary offer w/o sounding too creepy about it.