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Customer Agent

Conversational cart abandonment

Turns a static cart abandonment trigger into a live two-way conversation that answers objections, applies offers, and closes the purchase in a single exchange.

Nelson Haung — Sr. Director, Product Marketing, Klaviyo
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When a customer who has abandoned their cart reaches out — or when a cart abandonment trigger is fired — open a genuine two-way conversation rather than sending a static reminder. Ask what held them back. If they have questions about sizing, fit, returns, or the product itself, answer them in real time. If price is the concern, check whether an eligible promotion can be applied. Close the purchase within the conversation without redirecting them to the site. If they are not ready to buy, capture their hesitation and write it back to their profile.
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