Fourth Source

3 online trust issues your customers face and how to fix them

In the highly competitive world of eCommerce, trust and transparency are crucial if you want customers to part with their hard earned cash for the products on your website.

As a business, it is not always straightforward addressing the ever-increasing consumer wants and needs, so below are the top 3 issues customers are having and how you can adapt your site for success.

According to a report by The Guardian, 69% of consumers think that online channels will be their main source for shopping in 5 years’ time. In order for your company to convert those clicks into sales, certain steps need to be taken to ensure your customers’ experience is as clear and hassle-free as possible.

Ultimately, once these challenges have been overcome, eCommerce will hold significant advantages over the factors that currently tempt people to the high street.

A report by Forrester states that one of the most important aspects of online shopping is convenience. We all lead busy lives and if the online shopping process is quick, easy and reliable then you will have a much higher chance of closing the sale and to gain a repeat customer.

As a business it can be infuriating to see a lot of website traffic without much return. Here are the top 3 dilemmas facing your customers and the best ways you can help them out.

  1. “They have what I want but I don’t trust I’ll receive it on time”

Be transparent. Instead of using buzzwords or offering a refund for late delivery, explain to the customer why you guarantee their purchase will arrive on time. If it really is guaranteed, tell them why. It is important to show progress too, show the customer the delivery process from leaving your warehouse to arriving at their door. How will you choose the carrier? If they can see there is a logical process, there should not be a lack of trust.

The Guardian’s report also states that 1 in 5 people had problems with online home deliveries and that 61% would switch retailer because of an unacceptable online experience. Customers should be able to keep track of their orders, and there are simple ways to automate the processes that connect consumers to their products.

  1. “They have what I want but I don’t trust I’ll receive what I ordered”

Picture the scene.

Halloween is approaching, your children have demanded to be dressed as their favourite superhero for trick or treating. You order a Batman costume, and a Wonderwoman one. But the worst happens, Spiderman and Catwoman arrive. At least if you knew about the error, with simple and concise updates from the retailer the situation could be rectified quickly, before it’s too late.

Keep the customer in the loop. Let the customer feel involved in the picking process. Many businesses send out automated emails when an order has been received and despatched. But you can go further and you should. Tell the customer when the order is being picked, who it is being picked by, how does it get picked, when is it packaged. Tell the customer this information is available so that when they order, they know exactly what to expect. They’ll sleep easier knowing that Batman and Wonderwoman are flying their way.

  1. “They have what I want but I’ve never heard of the company.  I’ll buy it from elsewhere”

This must be the most frustrating scenario for business owners – especially the up-and-coming niche retailers that find their home online. The customer has scoured the web, found your website, read about the item but bought it from a more ‘trusted source’ somewhere else. To stop this, let people see your story and the story of your product. Inspire them and create trust.

These are the top 3 dilemmas facing your customers, and how you should look to fix them. As a business you should be transparent about the delivery process, keep the customer in the loop so they know what to expect and create trust and connection by sharing your story. With some very simple changes you can increase trust and transparency on your website and drive sales.