Shipping and handling related costs are some of the reasons for shopping cart abandonment behaviour in online shoppers, but have you considered fear, or luck of trust, as a possible reason for customers leaving your site without making a purchase?
Shocking or non-existent customer service, phishing scams and malware are some of the most important reasons why customers are not as confident about online shopping as we’d like them to be. There is a lot you can do to improve customer trust and confidence, however, and in this article we will give you some points to consider to help you improve customer confidence and increase your conversion rates as well as your sales. camiseta gospel
Does your ecommerce site look professional?
The more professional your website looks, the more trust you will gain. Make sure your website contains your business logo, has a clean and clear design and is easy to navigate. Another important factor is that your business needs to be easily contactable, so provide telephone numbers or live chat options, instead of just a contact form. Provide a FAQ section as well as returns policy pages. Research has indicated that the more comprehensive your FAQ section is – the more confident customers will feel about purchasing from you.
Does your website have a human factor?
If there is no human element to be found on your website, you can be sure that your customers will have trust issues. They want to deal with people, not websites. Try to incorporate names and faces, perhaps include some photographs and a message to your customers in your ‘about us’ section. Another good idea is to mention something about your team, again with photographs, of course. You could also incorporate a blog where you post personalised articles related to your industry, your business and your products.
Can your customers immediately see how secure your website is?
Most online shoppers know what the ‘S’ in the address bars of their browsers stands for. Padlock icons are something the savvy online shopper looks for as well, as they know it means that your website is safe. Dedicate a separate page to online safety and security and mention that you make use of SSL – secure sockets layer technology, which is a security protocol also used by major banks. This technology ensures that data is encrypted so that sensitive information does not fall into the wrong hands. Make sure your SSL Certificate is prominently displayed on your website, on each page if possible. Most payment gateway providers have these certificates implemented as a standard feature.
Does your website feature customer testimonials and/or product ratings?
Customer testimonials and product ratings have been proven to be more effective than any well-written content that may be present on your website, in fact, according to recent studies, as much as a thousand times more effective. Another great option to consider is embedding video testimonials or sound clips. Having dedicated ‘press’ or ‘news’ sections on your ecommerce site will also do wonders for customer confidence. Interviews, editorials and articles about your business should all be posted in that section.
Famous last words
Remember that you only have a few seconds to make the right impression. Customers will land on your home page, look around and immediately make a decision whether they like or trust your business. Try to incorporate all the tips in this article and you will see a marked improvement in conversion rates and sales in a very short space of time.