E-Commerce is perhaps one of the easiest ways to get your product into the market without the hassles of the traditional distribution channels. However, the low barrier of entry means huge competition and in this competitive field, there is no space for mistakes. Let’s look at the common mistakes made by online sellers and how you can avoid them.
Poor Customer Communication
This is one of the biggest mistakes that many online sellers commit and in turn creates bad “word of mouth” publicity. Timely updates in all stages of the shopping process as well as quick responses to customer concerns will go a long way in creating a loyal customer base. Some of the elementary updates customers expect from an online store are:
- Purchase Confirmation and Invoice
- Shipping Information with associated tracking codes
- Product Delivery Confirmation and request for feedback
Encourage customers to get in touch with support for any clarifications and mention the support phone/email in every communication with the customers.
Not Enough Product Information
Your e-commerce portal is your showroom to the customer. Many online sellers make the mistake of not providing enough information on the product. Using low resolution images of the product or not providing any description will create a negative shopping experience. Customers are always bombarded with choices and will not think twice on passing your offer and buy from a competitor.
Some of the most important elements of a good product page are
- Product Images
- Product Description
- Shipping Charges and Shipping Times
- Price and other Charges
- Return Policy and conditions if any
Difficult Checkout Process
Most people prefer online shopping for its ease of use and for this reason the customer should not have any obstacles in their shopping experience on your online store. Some common complications to the checkout process include
- Hidden Shipping/Handling Charges
- Compulsory Registration
- Having to add billing and shipping address for each purchase
Lack of Consistent Branding and Digital Presence
If your online store is your showroom, it should be a place where your professionalism and commitment to the customer is prominent. Consistent color schemes across all your online touch points and a uniform digital presence will make a great impression on your customers.
- Consistent shopping experience on mobile, desktop and tablets
- Have a predefined color schemes in all your outreach channels like email, social media, blog
- Prominently display your unique selling points and information on secure shopping process
- Use the same brand name on all social media channels
Lack of Store Analytics and User Behavior Tracking
Analytics is your best friend to measure and improve the shopping experience of your customers. Google has a strong suite of analytics product called – Google Analytics which helps online sellers track key metrics like
- Unique Visitors and Page View Counts
- Visitor Demographics
- Website Bounce Rate
- Traffic Sources and Landing Pages
As online commerce grows, the above mistakes will prove expensive for online sellers as shoppers are willing to take their business elsewhere. But armed with the above mentioned fixes for each problem, you can take your online store to the next level and build a database of loyal customers.