u/Flaky_Site_4660

One small thing changed everything for us:

we stopped treating abandoned carts like “lost customers”

and started treating them like “unfinished decisions”

We used to send the same sequence to everyone:
email after 1 hour
discount after 1 day
last chance email after 2 days

Pretty standard stuff.

Recovery sat around 3-4% forever.

Then we started testing Markopolo and realized most people weren’t abandoning for the same reason at all.

Some were stuck comparing products.
Some kept reopening shipping info.
Some visited 4 times before buying.
Some literally added to cart at 2am and bought the next morning after a WhatsApp reminder.

Once the follow ups changed based on behavior instead of generic flows, recovery climbed past 11%.

Honestly felt less like marketing and more like understanding intent.

Something I’ve been rethinking lately.

We say “personalized marketing” a lot, but most of the time it’s just:

if user = segment A → send flow A
if user = segment B → send flow B

That’s not really personalization. That’s grouping.

Real behavior is way messier than that.

Two people can abandon the exact same cart for completely different reasons:

one is price sensitive
one is still researching
one got distracted
one didn’t trust something

But they all get the same “you left something behind” message.

Recently started testing a system where each visitor gets their own AI agent that decides:

when to reach out
what to say
which channel to use

based on how they actually behaved on the site

It’s a very different way of thinking about it

not segments → messages
but behavior → response

Feels like this might be where marketing is heading

Curious if others are moving away from flow-based automation

For the longest time our cart recovery just… plateaued.

Did all the usual stuff:

better subject lines
discounts
timing tweaks
A/B testing flows

Nothing really moved.

Everyone was still getting the same sequence, just slightly optimized.

Eventually realized the problem wasn’t the emails.
It was the approach.

We were treating all customers the same.

Someone comparing products for 20 minutes and someone impulse adding to cart were getting identical follow ups.

Recently tested a different setup where instead of flows, each visitor gets their own AI handling outreach based on behavior.

Channel, timing, message, all decided per person.

Some people got WhatsApp instead of email.
Some got reviews instead of discounts.
Some got nudged immediately, others later.

Cart recovery didn’t just improve a bit. It jumped way past anything we had seen before.

Still early, but it feels less like automation and more like actual interaction.

Curious if anyone else hit this “flow fatigue” stage with tools like Klaviyo.