Okay, today's... Today's video, it is... Let me get my white balance.White balance.Yeah, you did it.Okay, guys, today, it is November 12th, Tuesday.This still feels cold.It still feels... Not quite white balance, oh well.
The theme in the last couple of videos have been email, but I really want to focus on four emails that you are probably not sending that are costing you maybe tens of thousands.
Now, people go on your website, they see your product, they see your pricing page, they get to the checkout, and what do they do?Sometimes they buy, sometimes they don't.
And for those people that don't buy, but they make it all the way to the checkout flow, they start to put in their information, name, email, maybe even start to type in their credit card, and then just something happens.
they don't complete the checkout.Are those people all those people?And do we have to get those people back through the entire funnel?
Or can we just send a few emails to them reminding them that, hey, they left their cart, they abandoned their cart, and here's the link to go check it.So today I'm going to walk through the four emails that you should be sending.
I'm going to tell you what to say, when to say it, why it's so important, and give you a couple of some tips and tricks along the way on how to make it the best four email cart abandonment sequence that you've ever written.
I want to talk about the most expensive button on your website.It's not your pricing page.It's not your contact sales button.It's the little arrow at the top left, the back button.
Every single day, potential customers start signing up for your software and then they vanish.But here's what most founders miss.Those aren't lost customers.They're actually your hottest leads.
And today I'm going to show you exactly how to bring them back. When someone abandons your checkout flow, they're not saying no.In fact, they've already said yes in their mind several times.They just got interrupted.
This is absolutely crucial to understand because it completely changes how you're going to win them back.Think about what just happened in their world. They found your solution.They visited your site.They read your features.
They checked out your pricing page.They decided, yes, this solves my problem.And then they started to enter in their contact information.That's five or six positive yes decisions before they dropped off.
So what really happened after analyzing thousands of card abandonment patterns?I can tell you this.It's usually comes down to four main scenarios.First, you've got the interruption.They get pulled into a meeting.Their kid needed some attention.
Their phone rang.They. fully intended to come back, but they just forgot.These are your easiest recoveries.Then there is the hesitation scenario.They hit the form field that they weren't quite prepared for.
Maybe if you ask for budget information that they need to go check, they're not saying no, they just need to do a little bit of homework. Next is what I'm calling the ask my boss scenario.They need to run this by their team or their boss.
They're actually your champion, but they need help selling it internally to their team.And finally, you've got the comparison shoppers.They're seriously considering you, but they want to check out one to two other options.
First, these folks usually come back if you handle it right.Most founders treat card abandonment like rejection.They take it personally.They either give up completely or they panic and start sending discount emails or coupon codes.
Both of these approaches are dead wrong.These people have already convinced themselves that they need your solution.So our job isn't to resell them.It's to help them finish what they started.So we're going to do all of this.
We're going to win back our lost leads and close the sale with email. So let's talk about the exact emails that you need to send.I'm going to give you four emails.You'll know exactly when to send them exactly what to write and exactly why they work.
Your first email needs to go out within 60 minutes of the card abandoned within one hour.Now here's why if they got interrupted, they might still be at their desk.If they hit that snag, the frustration is still fresh.
If they need to check something, then they haven't left work yet. Here's exactly what you're going to write.Keep it simple and short.Start with, hey, and insert their name.
If you capture that, then say, I noticed you started setting up your product name, but you ran into something need any help getting started.Just hit reply.I'm here.That's it.Put the checkout link and then sign your name.That's it.
No selling, no features, no fancy formatting, just a direct link to checkout. This email has one job, catch people who got interrupted or got stuck.Now, there are three rules you absolutely must follow with this first email.
First, send it from a real person, not from support, not from the team, not from hello at your company name, a real person's email address.So for me, it'd be Jordan.It wouldn't be from Nice Life Studio.Second,
Make sure that link to the checkout works perfectly.They shouldn't have to enter any extra information.And third, if they reply, you have to reply within five minutes.They're still in the moment.They are still in the buying phase.
Now let's move on to the second email.This one goes out exactly 24 hours later, and it has a completely different job from the first email. Now we need to bridge the gap between the original motivation and where they are right now.
So here's what you write.Demo number two.Again, start with, hey, their name.Then write, yesterday you were looking into name-specific problem with your product name.
Then say, just wanted to let you know your account is ready to finish setting up whenever you have five minutes.Then you're going to list three things, just three things.These are immediate benefits that they're gonna get.
Not future features, not your whole platform, just three things that they can use right away. Then simply close with, ready to give it a try, and then add the direct checkout link.Don't link them to the pricing page or any other distraction zone.
The psychology here is really important.You're reminding them of their problem.You're showing them how close they are to solving it, and you're keeping it focused on immediate value.Now let's talk about email number three.
This one goes out 72 hours after card abandonment. By day three, they haven't forgotten that you exist.They've forgotten why they were excited.This email rekindles that excitement.
This email should give readers the information they need, how to sell it to the boss, why the product is unique, and then give them a quick and speedy exit to the checkout.So for email number three, here's what you write.
Hey, first name, quick update about your product account.We've kept your setup progress saved, and I noticed you were particularly interested in blank, whatever feature they looked at most.
then say, would you like to see how other companies in the same industry are using this?I can share a quick example, if helpful.See what we're doing here.We're showing we remember them specifically.We're offering a value, not pushing a sign up.
We're opening the conversation and we're using curiosity instead of pressure. Now for your secret weapon, email number four.This one goes out on day six and it comes from you, the founder.This email takes a completely different approach.
Start with, Hey, your name.I'm the co-founder of the company.I noticed you started exploring our product last week, but didn't fully get it set up.We're always trying to improve our signup process.Would you mind sharing what got in the way?
Then offer help. Say, if you still are interested and you need something from us, just let me know.I can extend your trial period, set up a quick call to answer your questions, or help you evaluate if this is the right fit.
And note this, give them your direct email.And close with something like, either way, thanks for checking us out.Sign it with your name and the founder title.This email works like magic for three reasons.
First, it's founder outreach and it feels special.Second, asking feedback removes all the sales pressure.And third, giving them the options to make it easy to respond.
Now for all these emails, let's talk about subject lines, something that is very important, and it almost matters as much as the email content itself.For email number one, you're gonna use something like, quick question about your setup.
Simple, direct, personal.For email number two, you're going to use, your account is ready to finish.For email number three, you should add something like, Saw you were interested in feature and then add your feature.
And for email number four could be question from blank founder.Now let's talk about what to say when they respond to your emails.When someone responds to email number one, saying that they got stuck, you need three things ready.
One screenshot of the next steps, a backup checkout link in case the first one doesn't work and a calendar link for instant help.Have these templates ready to go.
For email number two responses, you'll often get technical questions, so give them answers, but also offer to hop on a 15-minute call or a five-minute call to show them personally how to do it.Don't try to close the sale, just be helpful.
When someone replies to email number three, you'll get comparison questions.Don't bash competitors.Instead, highlight your unique strengths.Say something like, while others focus on X, we specialize in Y because we believe blah, blah, blah.
And for that founder email, when people respond to the feedback, treat it like gold.Thank them personally, tell them what you're going to do with their feedback.And if they point out a real issue, tell them you'll let them know when it's fixed.
So all of this, all the card abandonment sequences, all four emails, how are we gonna know that this is gonna work?You'll need to track three numbers, recovery rate, response rate, and feedback rate.
Recovery rate is simply the people that were sent these card abandonments, how many of those converted back into customers. you should aim around 40% overall.Response rate means replies divided by sends.So you'll want about 15% or higher.
And for feedback rate, that is feedback divided by sends.Even 5% is pretty valuable.So here's how to optimize each step.For email number one, test send times.I said 60 minutes, but you could really try 30 minutes after the card abandonment.
Your audience might be different.For email number two, test leading with different benefits. see which one resonates the most.For email number three, you're gonna test different social proof points.
Test out different social proof videos, test out testimonials, test out reviews.And for email number four, test different offers of help.If email number one gets no opens, check your sender reputation.Are you hitting the spam folder?
If email number two gets open, but nobody clicks, then your benefits aren't compelling enough.And if email number three gets responses, but no conversions, then your followup needs some work.
And the final email, if email number four gets no feedback, then your tone might be a little too formal coming from the founder. If someone asked to be removed from the sequence, do it instantly and then send them a one line apology.
If someone reports sign up issues, prioritize fixing them over sending more emails.If you see a cluster of abandons on specific fields, then you should fix your checkout form first.Another thing to watch out for is your engagement patterns.
Do people open on mobile, but they never convert?And maybe double check that your mobile sign up actually works.Do they click through but bounce on pricing?That might mean that your presentation needs work. Or do they get stuck in the same field?
That might mean that checkout field needs to go.What you want to do is go up the checkout chain to see where people drop off.Here's something what most founders miss about timing.Your sequence isn't about the hours and days.
It's about matching your prospects buying cycle.Enterprise customers, for example, might need longer gaps in between card abandonment emails. Small business owners might need weekend emails.B2B might need just only during business hours.
And for B2C customers, you might be able to send those during the evening hours.But truly, the biggest mistake that I see is founders giving up too soon.This isn't just about recovery rates.
Every abandoned signup tells you something different about your process.High abandons on pricing, your value isn't clear, lots of hesitation on the technical requirements.That means your integration details need work.
And finally, let's talk about the ongoing optimization.Every month, I would review your abandonment patterns.Every quarter, I would update email templates.And every six months, I would revamp the entire sequence.This isn't a set and forget.
This is a continuous improvement.So you know how everything that you need to implement a world-class card abandonment sequence, you know exactly what to write, exactly when to send it, and exactly how to improve it.
And remember, those customers have already said yes in their mind.Now you just need to help them finish what they started.Let me wrap up with these seven things that will absolutely kill your recovery rates if you get them wrong.
Pay attention to this one. Number one, broken links.Test every single link in every single email, then test them again.A broken recovery link destroys trust instantly.Number two, slow responses.
If someone replies to any of these emails, they go to the top of the priority list.They're literally raising their hand, so don't leave them hanging.Number three are time zone mistakes. Send these emails during their business hours, not yours.
Nothing says automated email like a 3 a.m.email.Number four, going off script.The moment that you start adding urgency or scarcity or discounts or coupon codes to these emails, you've lost them.Trust the process. Number five, wrong sender.
These need to come from real people.These need to come from you, not from marketing or at hello or support, not a team, a real person that they can reply to.Number six, bad timing.Space these emails out.
No one needs three card amendments in a single day.Follow the timing that I gave you.And seven, giving up too soon.The sequence works because it's complete.Don't skip the founder email.It often gets the highest response rate.
And last, there are 10 emails that you should be sending every single month as a SaaS startup.And they're right here.I walk through every single one of them.Click this video right here.
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