E-Commerce has shown marvellous development in the last decade. Selling products online promises small businesses a bright future. However, a complete shopping experience starts with customers finding the right product and ends with their feedback after receiving the product.Provide multiple means of contact while displaying your information in the most obvious places to ensure the customers are dealing with an authentic store and won’t get cheated.
If you have an e-commerce website or you are looking forward to starting one, check out this list of 14 problems to ensure maximum customer satisfaction.
1. Product Images
If there isn’t an option to zoom in the superior quality images, customers won’t be convinced to buy that product. On the contrary, multiple images shot from different angles in well-lit conditions with detailed shots of crucial features can make the buyers feel comfortable as they will get a clear idea of what they are getting. Also, include a platform that allows you to include related products on the bottom.
2. Payment Options
Lack of payment options often leads to cart abandonment and hence results in loss to the business. The business owners need to provide as many payment methods as possible, from credit cards to PayPal, to extend your customer base.
3. Product Reviews
Lack of product reviews and ratings often leads to cart abandonment. Spam product reviews are easily identified by regular shoppers and hence impact the credibility of your business. Along with product reviews, accurate and detailed product descriptions can help generate high revenue for your business.
Navigation is a critical aspect of user experience, and it becomes particularly tricky while maintaining thousands of products on an e-commerce website. To tackle this problem, your web designer needs to showcase his creativity with the site structure and make the navigation as smooth as possible.
You can take help from multiple third-parties for shipping, but a mistake by the shipping company will hurt the business instead. You can minimize the mistakes by being smart about packaging, the material used, size and weight can make a huge difference in possible wear and tear. You can also advance the shopping experience by sending instant notifications about shipment status.
6. Shopping Cart
The shopping cart needs to be designed exceptionally, with the options of deleting, changing size/quantity, adding to wish list, and so on while allowing them to preview the shipping charges before the checkout process to ensure a complete shopping experience. Also, offering a progress bar can work in your favour.
7. Search Bar
An e-commerce website without a search bar is simply unacceptable. However, having only a search bar is of no use, if the search results are irrelevant to the searched keyword. If the customers get exactly what they were looking for in the first place, they are more likely to refer your business to others.
8. Social Media Sharing
If there is an option to share your products with friends via multiple social media platforms, the customer base will be automatically expanded. Without this option, you lose the opportunity of customers marketing your products without spending a single penny. However, the lack of official social media accounts of your business can make the visitors question about the legitimacy of your business.
9. FAQ Page
A lack of information leads to higher bounce rates in e-commerce businesses. To build trust and earn the loyalty of your customers, you need a dedicated FAQ page containing every possible question they might have. Apart from this, create blogs to win their trust and increase engagement time. Include your store and shipping policies on a separate page, or at the top of the FAQ page. Use a ticketing system to deal with customer service inquiries, if the option of live chat is not available on your website.
10. Search Engine Optimization
Search Engine Optimization(SEO Toronto) is the biggest game-changer in e-commerce businesses, as most of the websites tend to have similar images, product descriptions,categories, and pages. To tackle this most common issue, you need to ensure that you are using unique product page titles, product descriptions, and descriptive image alt tags. Along with this, use image compression tools to ensure that your website loads within a few seconds.
11. Online Identity Verification
Being an owner of an e-commerce website, you must be familiar with fake cash on delivery purchases made with spam numbers and addresses. This problem can be tackled by sending verification links to emails and one time passwords to mobiles to validate the identity of customers. Along with this, look for suspicious activities such as particularly bulky orders from an account. This little precaution can save your business from huge revenue losses. You can also create loyalty programs to maintain your existing genuine customers.
12. Shopping Cart Abandonment
Every e-commerce business, no matter small or big, suffers losses from abandoned carts. The culprit behind it can be a tedious check-out process with unnecessary form-filling formalities. To solve this problem, you can offer coupons via emails, but in limited quantity. There is a possibility that users might have abandoned the cart due to faulty/spam shipping or return policy, make sure to add a live chat option to answer such questions.
13. Returns and Refunds
The chances of random visitors converting into customers increase many folds if you have a transparent return as well as refund policy. These two options lay the foundation for great customer service. While writing these policies, do not confuse them with technical terminology. Every customer expects the products at the lowest price along with free and quick deliveries; make sure the returns and refunds are just as quick.
14. Data Security
If the users won’t get the feeling of a secure website, they are less likely to enter their card details to make a purchase. Malware, identity theft, and third-party distribution of their personal information make them worried. A verified SSL certificate ensures the customers that your website is trustworthy. Every e-commerce business needs to manage their own servers to tackle hacking issues.