How to make abandoned cart calls, only with the customer’s consent
Sado AI team · · 4 min read
In short
Call a customer who left items in their cart only if they gave a phone number and agreed to a call. Call the same day, one to three hours later, and not after 9 p.m. Don’t sell, help: ask what stopped them, such as the delivery price, a failed payment or doubts about size or model. Stop after one call and one retry, and never call again someone who said “don’t call”. An AI operator can make these calls in Uzbek and Russian within the hours and limits you set.
Who you may call
Not everyone who left something in the cart. Having the number doesn’t mean you may call it. You may call:
- A customer who entered a phone number in the order form and ticked the consent box themselves.
- A regular customer who agreed to order calls in their account settings.
- Someone who filled the cart and pressed “call me back”.
A sample consent line: “I agree to be called if there are questions about my order.” The box must not be pre-ticked; let the customer tick it. Uzbekistan has a law on personal data: keep a record of consent and ask a lawyer about the exact requirements.
When and how often to call
- The same day, one to three hours later, while they still remember the item.
- Daytime and evening, for example 10:00–21:00. At night, send a message and leave the call until morning.
- One call and, if there’s no answer, one retry. Then stop.
- If the customer says “not needed” or “don’t call”, thank them and remove the number.
- Don’t call about the same cart again and again over a week: that’s pestering, not help.
What to say: help, not pressure
Start simply: “Did a question come up?” Then answer the reason the customer gives:
| What the customer says | What you offer |
|---|---|
| “I wasn’t sure about delivery cost and timing” | State the terms clearly: price, day, whether you deliver to the regions. |
| “The card payment didn’t go through” | Another way: cash or card to the courier, or a different card. |
| “I wasn’t sure about the size” | Explain the difference and your exchange rules. |
| “It’s a bit expensive” | A cheaper model, or instalments if you offer them. Mention a discount only if your rules allow one. |
| “I was just looking” | Thank them and end the call. |
Sample: a payment that didn’t go through
Sado: Assalomu alaykum, is that Nodir? This is Shohruh from Bolajon. You picked a stroller on our website, but the order wasn’t finished. Did a question come up?
Caller: Yes, I tried to pay by card and it failed.
Sado: I see. You can pay the courier on delivery instead, cash or card. The stroller is 2,450,000 so‘m and delivery in Tashkent is free.
Caller: Good. Do you still have the grey one?
Sado: Yes, grey is in stock. Shall we bring it tomorrow between 10:00 and 14:00?
Caller: Fine, same address as on the website.
Sado: Done: Yakkasaray, Shota Rustaveli street, building 15. The courier will call before setting off. Thank you!
What to measure
The key number: carts that became orders after a call ÷ carts you called about. For example, 80 carts called in a week and 14 became orders: 14 ÷ 80 = 17.5%. These numbers are only an example. Count the “don’t call” answers too: if there are many, change the timing or the opening line. Note the most common reason: if payments often fail, for example, the problem is on the website.
Handing cart calls to an AI operator
Your website sends Sado an abandoned cart of a customer who gave consent by API (for developers), or you upload the list as an Excel file. The AI operator calls within the hours you set; the daily limit and the stop button are yours. A number that says “don’t call” isn’t called again.
The operator speaks in your shop’s name in Uzbek or Russian, asks the reason, answers from your terms and records the order in fields. The recording, transcript and outcome are in the portal. More: AI operator for online stores. Try it live or call 78 778 01 23.
Questions
May we call everyone who abandoned a cart?
No. Only people who gave a phone number and agreed to a call. For the rest, a reminder on the website or in the app is enough.
Should we offer a discount on the call?
Not necessarily. Often an answer is enough: the delivery price, a way to pay, the size. Mention a discount only if your shop’s rules include one.
How much does an abandoned cart call cost?
Sado charges only for talked minutes: 800 so‘m a minute, no monthly fee. For example, 20 two-minute calls a day: 40 × 800 = 32,000 so‘m.