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Shopify Abandoned Cart Recovery With WhatsApp: All You Need To Know

Shopping cart abandonment is one of the biggest challenges ecommerce companies face today. In this article, we look at the benefits of leveraging WhatsApp to recover cart abandonment on your Shopify store and how you can do so.


In 2014, retail ecommerce sales worldwide came in at $1.3 billion and experts had forecast this figure to hit $6.5 billion by 2023—a five-fold increase in less than a decade.

These projections were all pre-COVID-19. 

Today, retail analysts say the coronavirus pandemic and its subsequent lockdowns worldwide has accelerated the shift from physical stores to digital shopping by as many as five years.

One thing is clear—the pivot from brick-and-mortar stores to online is gaining pace, and ecommerce businesses have much to benefit from it.

The issue of shopping cart abandonment has always been part and parcel of running an ecommerce business. As online shopping activities skyrocket, even if abandonment rates were to hold steady, it would still mean an increase in potential sales and revenue lost (read: profit).

Coupled with the fact that more and more consumers are turning to WhatsApp to communicate with businesses, brands have been quick to turn to the chat app to increase their reach and along with it, recover abandoned carts.

We’ve previously covered how you can integrate WhatsApp into your ecommerce strategy. In this post, we’ll take a deeper look into a more specific aspect of it: how you can use WhatsApp to recover abandoned carts for Shopify-powered stores.

Leveraging WhatsApp to Recover Abandoned Carts on Your Shopify Store

Cart abandonment rates vary from product to product, store to store, and industry to industry. But in general, 69.57% of ecommerce shopping carts are abandoned. 

In other words, nearly seven out of ten shoppers who visit an online store add items to their shopping baskets and leave.

That’s a whole lot of sales to be missing out on.

Enter: WhatsApp.

Sure, there are many ways to recover abandoned carts.

Email marketing is one of them and certainly a popular and effective option; studies show that the average conversion rate for shopping cart abandonment emails is 18.64%. I.e., around one in five shoppers who receive an email reminding them about their abandoned carts return to purchase.

But why stop there? Why not also use WhatsApp to recover those carts?

Recovering abandoned carts with WhatsApp has its advantages. Let’s look at two hard facts that prove this point. 

WhatsApp & Shopify: A Powerful Ecommerce Partnership

Fact #1: With two million users, consumers around the world use WhatsApp more than any other messaging app.

It’s also an increasingly popular channel through which consumers are reaching their favorite brands: 175 million people around the world text a WhatsApp Business account every single day.

Fact #2: Shopify is one of the most popular ecommerce platforms on the market—nearly one out of every five online stores is powered by Shopify.

This means there are plenty of plugins available for you to choose from, which increases the likelihood of finding one that you like and that satisfies your business needs.

Now, setting up your cart abandonment recovery process with WhatsApp will require getting access to the WhatsApp API. We know you’re excited to get to it, but first, there are a couple of things you need to know about:

  • Collecting customers’ WhatsApp numbers: Messages sent through the WhatsApp Business API are opt-in only. In other words, you must get explicit permission from your customers to be able to send them messages. 
  • Messaging charges: WhatsApp charges businesses to send certain types of messages to customers. These include replies to messages received beyond a 24-hour window as well as template messages.

If you’re keen to learn more about what you can and cannot do upon integrating WhatsApp into your Shopify cart recovery process, we dive into these restrictions and more in our post on Five Things You Need To Know Before Integrating Your CRM With WhatsApp.

WATI’s WhatsApp Chat & Abandoned Cart Shopify Plugin

Can you use WhatsApp with Shopify?

How do you use WhatsApp chat for cart recovery?

What’s the best Shopify app for abandoned carts?

If you’re asking these questions and more, then read on because you’ve come to the right place.

At WATI, we’ve recently launched a new WhatsApp chat and abandoned cart plugin on the Shopify App Store.

Because it requires access to the WhatsApp Business API, it also includes all the perks that come with the API. This includes being able to access a shared team inbox, having a dedicated WhatsApp API-approved number, getting the coveted WhatsApp green tick verification, and more.

That aside, our plugin also offers the following additional benefits.

Adding a Whatsapp Chat Button To Your Shopify Store

From color and copy to the button’s location and the CTA text, everything about the WhatsApp chat button on your Shopify store can be customized to match your store’s theme, color, tone, and personality. 

Clicking on the button will take users to a WhatsApp chat with your business directly. If they’re using a browser, they’ll be redirected to WhatsApp web. If they’re on their smartphones, the WhatsApp app will launch automatically and open up a chat with you.

Message templates can also be customized so that they align with your brand’s voice and personality.

The best part about this plugin is that you’re able to see a preview of the button as you design it so you don’t have to save and load after each change. 

Setting up Automated Messages

Our plugin also allows you to set up automated messages to increase the number of touchpoints and the amount of interaction you have with your customers on WhatsApp.

Here are the types of messages you can automate:

  • Cart abandonment recovery messages encourage customers to revisit their cart and follow through with their purchase. Pre-set messages have been created for you but you’re free to edit and customize them as you wish. You can also schedule the messages and include discount coupons.
  • Order confirmation messages are sent out as soon as a customer places an order with you. Unfortunately, these messages cannot be modified as they need to be pre-approved by WhatsApp.
  • Order fulfillment messages are sent out as soon as an order is fulfilled. The information (tracking number and URL) is taken from your Shopify order data and filled in automatically so all you have to do is enable the feature.
  • Follow-up messages are sent to customers one day after they’ve purchased from you.
  • Return and exchange request messages are sent out after you receive a refund request from a customer.

Accessing WATI’s WhatsApp Chat App for Shopify

The WATI WhatsApp chat and cart abandonment plugin is completely free to download. We’ve also taken care of the technicalities, which means the interface is extremely user-friendly and it requires absolutely no coding from your end.

Itching to get started with integrating WhatsApp with your Shopify store? Get in touch with our team today so we can help you get set up with the WhatsApp Business API.

WATI is the proud product of Clare.AI, a digital assistant startup leveraging the best of artificial intelligence and machine learning to offer an innovative online tool. With it, Clare.AI provides award-winning customer communication experiences to its clients, which include multinational enterprises and Fortune 500 companies.

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