Retailers tend to lose potential sales because customers can’t buy products that are temporarily out of stock. Implementing an effective out of stock email notification system can help you retain those customers and boost sales when items are restocked. This post will guide you through setting up these notifications for your eCommerce store and share best practices to maximize their effectiveness.
What is Out Of Stock Email Notification?
When a product is “out of stock,” it means that the item is currently unavailable for purchase because the inventory has been depleted. This situation can occur due to high demand, supply chain issues, or delays in restocking. An out of stock email notification is a message sent to customers who have shown interest in the unavailable product. This email typically informs them that the item is out of stock and may offer alternatives or provide an option to be notified when the product is back in stock. These notifications help maintain customer interest and engagement, and they can encourage purchases once the item becomes available again.
How to Set Up Out-of-Stock Email Notifications
Below are the top strategies on how to set up out of stock email notifications that you should consider to create the best customer experience:
Employ a Service that Automatically Sends Out Emails
Customize your email alert schedule to align with your business needs. Automating these notifications with a powerful BigCommerce Automation app like Atom8, allows you to focus on core revenue-generating activities.
Consider sending follow-up messages to customers who haven’t engaged with your emails after a set period. For larger customer bases, implement a system that monitors engagement patterns and alerts you to prolonged inactivity, enabling timely interventions to maintain customer interest.
Clear Subject Line
To differentiate yourself from competitors, personalize your out of stock email notification subject lines to give them character. You can achieve this by analyzing customer data, including purchase history and location, to determine what resonates most effectively with your audience.
Create unique and compelling subject lines for your out of stock email notifications to boost their open rates. Consider incorporating a touch of humor to forge a stronger connection with your customers.
Include Relevant or Hot Selling Products
With BigCommerce back-in-stock notifications, feature complementary products that pair well with the restocked item. Including multiple product suggestions can increase average order value and simplify the shopping experience for customers, eliminating the need for extensive browsing. This strategy not only informs customers about restocked items but also encourages additional purchases by presenting a curated selection of relevant products.
Deliver a Sense of Urgency
Leverage the power of FOMO (fear of missing out) by creating a sense of urgency in your messaging. Incorporate compelling calls-to-action (CTAs) that prompt immediate action, such as:
- “Get it before it’s gone”
- “Don’t wait”
- “Don’t miss out on this chance again”
These urgency-driven phrases encourage customers to make a purchase quickly, reducing the risk of the item selling out before they can act.
Add Clear Calls-to-Action
When a customer opens your back-in-stock email, what’s your main message? Include clear links to products, services, or contact info to keep them engaged. Make purchasing easy directly from the email by adding prominent “Buy Now” or “Shop Now” buttons. Link these CTAs directly to the product pages, simplifying the buying process for your customers.
Notify Customers When the Product is Back in Stock
Notify customers promptly when products are restocked, especially those who’ve subscribed to out of stock email notifications. After sending the initial notification, follow up with a reminder email to encourage purchases. This two-step approach helps capture attention and motivate buying decisions among interested customers.
Keep Your Tone Consistent
We apologize to your customers for the disappointment and inconvenience caused by the product shortage. This will show how responsible you are toward them and help build a trusting relationship with them.
Remember that even if you use the same language in every out of stock email notification, your audience will expect certain things based on how you speak to them. Your tone should always reflect the business at hand, maintaining consistency and reinforcing your brand’s identity to effectively resonate with your audience.
Best Practices to Send Out-of-Stock Email Notifications
In this section, we’ll explore best practices for out-of-stock email notifications. These tips will help you maintain customer satisfaction while maximizing the potential of your restock notifications.
Acknowledge and Apologize for the Inconvenience
While “the customer is always right” may not always apply, it’s crucial to recognize when you’ve fallen short of providing the best customer experience. A brief, sincere apology goes a long way. In your out of stock email notification, take responsibility for the situation and aim to delight your customers despite the setback. Briefly explain that you’re actively working to resolve the issue and ensure it doesn’t happen again.
Be Transparent Without Making Excuses
Honestly, explain the reason for the stock issue, whether it’s a processing error, manufacturer discontinuation, or an order mix-up. Customers value truthfulness as long as it’s not presented as an excuse. People tend to favor brands that take responsibility for their mistakes rather than those that make excuses.
Offer Alternative or Similar Products
Recommend similar items that might satisfy the customer’s needs. This strategy serves two purposes: it helps prevent lost sales and maintains customer satisfaction. By offering alternatives, you provide solutions and demonstrate your commitment to meeting your customers’ requirements, even when their first choice is unavailable.
Clarify the Refund Process
Be transparent about how refunds work when items are out of stock. Clearly explain the refund procedure, and any available options for the customer’s money, and provide a specific timeframe for when they can expect to receive their funds. This clarity prevents confusion and frustration, ensuring customers aren’t left wondering about the status of their payment after learning an item is unavailable.
Include Clear Customer Service Details
Don’t overlook the importance of providing comprehensive customer service information. Clearly state all available contact methods, including phone numbers, email addresses, and relevant social media handles. Also, specify your hours of operation. This allows customers to reach out through their preferred channel and helps manage their expectations about when they can receive assistance.
Send Prompt Restock Notifications
When an item returns to stock, inform interested customers immediately with an out of stock email notification. Their desire to purchase may still be strong, even weeks after their initial attempt. Timely back-in-stock emails demonstrate attentive customer care and create new sales opportunities. This proactive approach can effectively re-engage customers and convert their initial interest into actual purchases.
By integrating the BigCommerce BackOrder app, you can go further than that, showing customizable labels on your products for buyers to know which items are available for purchase.
Communicate Product Discontinuations Clearly
If an item is permanently discontinued, inform customers promptly rather than leaving them waiting for a restock that won’t happen. This transparency aligns with maintaining customer trust. For example, one effective out-of-stock email our shoppers received stated that the product was no longer available and confirmed that a full refund had been issued to the buyer’s card.
Offer an Incentive to Come Back
Encourage disappointed customers to return by offering a small perk for their next purchase. This could be a modest store credit, complimentary shipping, or a discount code. While customers may feel let down by the unavailable item, a thoughtful incentive can help smooth over the experience and motivate future purchases.
Keep Customers Informed About Their Entire Order
In your out-of-stock email notification, provide an update on the rest of their purchase. This reassures shoppers and prevents unnecessary concern.
Go the extra mile by including:
- Shipping carrier information
- Tracking number
- Estimated delivery date for the available items
Even if you’ve shared this information before, repeating it alongside the out-of-stock notice is helpful.
To Conclude
By implementing these strategies, you can turn a potentially frustrating experience into an opportunity to showcase your excellent customer service. Remember, clear communication, personalization, and proactive solutions are key to keeping your customers informed and engaged.
Contact us today to learn about the best out of stock email notification software solutions for your eCommerce store. GritGlobal is here to help you streamline your processes and enhance your customer experience.
