The e-commerce space is very competitive. How do you make sure your website is able to keep up with all the rest?
Let’s go to number one. It should be easy to get help. Your customers want to know that you value their business and want to provide the best service possible. So it’s important that your customers can easily reach out to you for help. Similarly to how they could ask an employee for help in a brick and mortar store. This means your site should have an easy to find phone, no contact form and online chat. Imagine that you’re a new customer with items in your cart, but you need to get some questions answered before you want to check out.
Having a live chat directly on the site means you don’t even have to leave the website and your questions can be answered in a matter of seconds. Talk about a streamlined process. No to return policy. Roughly one in three products purchased online will be returned, and over 80 percent of consumers say they won’t come back to a store if they have a poor experience with the product return. You should keep in mind that many of your customers are going to compare your website experience to the likes of Amazon and other well-established e-commerce companies. That doesn’t mean you need to offer free return shipping. But the easier it is for your customers to return products, the more likely they’ll be to come back to your store. Number three, user generated reviews. People like to do their research before buying online products. In fact, almost all consumers will hesitate to make a purchase if they don’t see any customer reviews. For that reason, it’s really important that you have the option for customers to leave reviews for specific products on your e-commerce store. This can increase your conversions and build social proof number for high quality product images. Ideally, your customers want to be able to recreate the in-person shopping experience online. You can make this happen for your customers by using high quality product images, videos and an option to view products in a 360 spin. Research shows that products using three views have a 30 percent higher conversion rate than those without.
As a bonus, allowing customers to post their own images of products is a great way to include more photos and build brand trust. Number five, mobile friendly mobile purchases represent more than sixty five percent of e-commerce transactions, and that number is only going up. So it should be just as easy for users to check out on their phone as it is on a desktop. And that means you need to have a fast mobile website. The longer your site takes to load, the lower your conversion rate will be. For example, more than half of mobile site visitors will leave a page that takes longer than three seconds to load.
If your e-commerce site isn’t optimized for mobile experience and speed, you’re leaving money on the table and losing potential customers. That wraps things up.