No matter what commerce tool you use, every company has a problem with abandoned shopping carts. Hopefully your tool gives you the ability to react to this “event” and attempt to get the customer to complete the order.
Some tips on making sure you get the customer to complete the order is maybe do some A/B testing on your checkout flow. I have seen some customers go from a three step screen to a single step screen with some great success. Getting customers to complete orders as quickly as possible is key. This is why single click buying on devices like iPhones and iTunes are so popular. With WebSphere Commerce and Coremetrics you can actually use the Abandoned Products report and key a coupon on specific products. This may tell you your pricing for a given product may be too high and needs adjusting.
However, if you do get an abandoned cart then you should attempt to contact the customer and find out why, or even offer them a discount if they complete the check out.
In WebSphere Commerce you can create a Dialog Activity to handle this. In the activity below you see I key off the abandoned shopping cart rule and set the threshold to 2 days. Meaning the cart has been abandoned for two days. We then issue a coupon to the customer, which automatically gets put into their coupon wallet and then send them an email stating we will give them 10% off and make it valid for the next five days.
This is a pretty basic rule and you can put all kinds of logic in there. For instance, only do this if the cart value is over $100. Or only do this for a specific customer segment. Either way, I think this is an easy way to help get those abandoned shopping carts to go away!