Turning Browsers into Buyers: How Tabs Chocolate Mastered Checkout Recovery
In this article, we explore how Tabs Chocolate elevated their customer experience and increased conversions by using OneText to launch targeted text-based checkout recovery strategies.
Tabs Chocolate, known for its bold chocolate and strong social media presence, was one of our first partners at OneText. We're proud of their growth. From the start, Tabs wanted to make their customers feel valued, and they worked hard to turn first-time buyers into loyal customers.
Challenge: Recovery Abandoned Checkouts
Tabs started with a challenge that is familiar to many e-commerce businesses: a high volume of checkout abandonment. Despite their high-quality product and strong brand appeal, they noticed a significant percentage of potential sales were lost at the final hurdle.
Tabs had two major goals: closing the gap on abandoned carts and turning one-time shoppers into lifetime buyers. To be successful, they needed to capture the attention of customers they were losing in the final stages of the sale.
Solution: Engage at the right time, with the right channel
By integrating a checkout recovery via text, Tabs was able to convert customers who left their online carts without completing their purchases and closing orders. By simply replying with a 'YES', customers could finish their purchases and become repeat shoppers. This process is designed to capture nearly converted customers, offering them a seamless, direct method to complete their purchases with a simple text reply.
On the campaign side, Tabs launched highly engaging and responsive marketing SMS campaigns. The ‘Reply YES to Buy’ feature lets customers make their first purchase effortlessly and sign up for non-subscription-based text refills.
Tabs also engaged with customers through text to receive feedback. By sending custom messages asking for feedback on new products, they were able to use those answers to improve their products. This helped them strengthen their relationship with their customers while providing the product they truly wanted.
Results: Growth and Customer Loyalty
- Tabs' strategic use of OneText for checkout recovery turned out to be highly successful. On a monthly average, it achieved an impressive 84X ROI, indicating the strong impact of timely and targeted communication. This effort was vital in converting left-behind carts into finished purchases, showing that customers respond well to nudges via text.
- Today, tens of thousands of active subscribers enjoy the easy and convenient reordering experience through text-based refills.
- Text orders now make up over 10% of Tabs’ total revenue.
