You’ve built your new online business, but the customer haven’t come. You may feel like you’ve got the products, added a lot of fancy look pictures and good descriptions, already spending ads marketing for your product. But still not selling as much as you thought?
Let’s go through step by step some of the reasons why people don’t buy from your online store
- Your customers don’t trust you
If you want to convince people to buy your product, they need to trust you, your store, your products. Your customers need to know that you’re going to deliver the value that you promise. Some of hints that you better not present at your online shopping.
No product review, Industry experts are convinced that customer reviews and ratings can help you sell more products. Encourage people to leave one right after purchasing. Send them an email. You can even offer them a reward such as a small discount on their next purchase to encourage more people to leave reviews.
Get more testimonials from past customers. Then, display them on your homepage, product page or even make an entire page dedicated to this topic.
Hidden contact information on your website, That includes your company name and a physical address. Customers who can see that a business has an address and real telephone number are much more likely to feel secure enough to make a purchase.
- Concerns about payment security
Your customers are entrusting you with their sensitive information, so you need to take all the necessary steps to ensure it will be kept safe. To do this, you can Include a visible ‘safety logo’ on your website.
You should also buy a SSL certificate and incorporate secure browsing.
Last but not least, be sure to list the payment methods that you support – PayPal, Visa, MasterCard, etc.
- Lack of delivery options
Its importance of providing choice for consumers. Let’s face it, not everyone has time to wait around for deliveries, so more certainty is required. Standard delivery will suit for some customers, and many would prefer to wait longer and have free or cheaper delivery. Here’s are the options services customer would love:
Providing Cash on Delivery as an option, Cash On Delivery (COD) is currently one of the most popular mode of payments among Indonesian online stores. The major reason for its popularity is that the buyers do not have to pay anything before the goods are delivered to them. This helps in giving some confidence to new buyers as ecommerce is still a growing concept in Indonesia which is fairly nascent at this stage.
Offering premium delivery option, The common theme here is unlike the ‘standard’ delivery within two or three days, these options provide more certainty for customer and enable them to plan around delivery dates and times. Well, a fixed date is the most popular choice (31%), closely followed by next day delivery and the ability to collect from stores (both 24%).
- Bad Support
Worst customer service, 86% of consumers quit buying because of bad customer experience. What do customers want are competent staff who can answer their needs about the brand and better interactions is their key driver for spending the money for the brand.
Long delivery time and untrackable, Delivery is a key factor in customers decisions to buy online, but many online business are failing to meet expectations and customers’ expectations around delivery are changing, the survey results suggest that retailers need to provide greater choice around delivery options. Clear, accurate tracking online are also important, this can save a lot of wasted time and frustration for customers, as well as reducing pressure on call centres.
Don’t make it hard for people to buy from you; make it easy.
Work hard to improve your service and customer experience. In the end, you will see an increase in revenue. It won’t happen overnight, but, if you’re committed, you will reach your goal.
written : Ignatius Dwi Indra