The last decade has seen nothing short of a revolution in the way that we shop, with the number of purchases from online stores rising with each year.
According to the Office of National Statistics (ONS), in 2013: “72% of adults bought goods or services online”
As an e-commerce store owner, the online marketplace is becoming an increasingly competitive environment, where turning clicks into profit is an art form in itself.
Here are my top ten survival tips to help you enhance your users’ experience, increase conversions, and ultimately boost overall revenue.
Tip 1: Keep Delivery Charges Minimal
Everybody wants to feel like they’re getting a good deal, and there’s nothing more dispiriting than finding that perfect purchase, only to discover it will cost the earth to ship it. For e-commerce store owners, shipping charges may be one way to increase margins on each sale, but it is also a sure-fire way to see abandoned shopping carts and lost sales.
E-tailing Group released details of a survey which revealed that unconditional free shipping is the most important element in making a purchasing decision on a website. With more and more web retailers offering free shipping, applying an extra shipping fee – especially with the intent to increase profits – is effectively pricing yourself out of the market. If you are unable to offer free shipping, then it’s simply a case of keeping shipping to a minimum, or alternatively you could follow Motel’s lead and offer customers free UK next day shipping on orders over a certain amount:
Tip 2: Know Your USP – and Tell the World
As a business, your first point of call is to know your demographic, and by association, your niche and your Unique Selling Point (USP).
A USP not only helps to describe and align your brand, it also allows you to target your audience effectively, and attract more buyers that are likely to result in sales.
If you haven’t established your USP, then you need to ask yourself two fundamental questions. First: what sets you apart from your competitors? And second: why should a customer choose your store over your competitors? Nail these two questions and you’ve got your USP that will help to carve out that all-important niche and capture the market — and convert clicks into sales.
Of course, when figuring out your USP, it’s good to always keep the customer in mind – what is it that you offer that is of benefit to your potential customers? How will your products or services enhance or benefit them? Is it your website’s super-fast delivery service? Perhaps you offer only the best quality products or services in your field. Or maybe it’s simply offering the lowest prices.
On their website, Kiddicare provide a great example of how USPs can be turned into tangible customer benefits:
The lesson here is to really know your USP, and make sure your customers know about it, too. Don’t be afraid to make your USPs a feature across your online assets
Tip 3: Be Transparent and Offer Reassurance
The laws that govern online shopping stores ensure important details such as business contact information are always displayed, and product information is accurate. But many people still have anxieties about purchasing online.
You can increase buyer confidence by including content that answers many questions – such as queries around returns, delivery and cancellations – that might be asked before making a purchase. The aim is to demonstrate that you are an open, honest, and upfront business. This can easily be done by creating a dedicated Frequently Asked Questions (FAQs) page that is seen or quickly navigated to from your website’s landing page.
Collectif Clothing are a great example of how to actively reassure and empower buyers to complete their order:
Tip 4: Safe, Secure and Seen
Whether it’s by credit card, PayPal, or entering bank details, safe and secure payment options are a must for any online business. Customers are more inclined to make a purchase if they are able to see their trusted options before they commit to buy. Displaying payment options alongside a secure payment banner reinforces the message:
Clearly displaying your secure payment options will give your website visitors peace of mind. Since many customers having a preferred method of payment, it’s important that you offer a variety of payment methods to make sure nobody misses out.
Tip 5: Streamline to the Shopping Cart
Capturing visitor details with account registration has many benefits to your business, but for some customers this extra step takes too much time and effort and could result in a lost sale.
When it comes to online shopping, it’s all about allowing your website visitors to get where they need to go in as few clicks as possible. So offering an express checkout or ‘guest’ option is one way to capture important user information for marketing, whilst giving the customer a streamlined experience.
My Train Ticket offers a hassle-free guest checkout option for those who are in a hurry to collect their tickets:
Tip 6: Follow Up Abandoned Shopping Carts
We’ve previously mentioned shopping cart abandonment – where customers drop out and fail to commit to a sale, despite having placed items in their cart.
Fashion and lifestyle brand, Quicksilver, has tackled this very problem with an automated but personalized follow-up email:
The follow-up email should be sent out as soon as possible after shopping cart abandonment, to help capture the sale while the customer is still looking to buy.
It’s also crucial that the email is customized, containing specific products or services and special offers with highlighted benefits (i.e. free shipping rates) to encourage the customer to go back and make that purchase.
Another way to reduce shopping cart abandonment rates is to provide a direct link back to the abandoned shopping cart, so that the customer only has to click once to get back to where they were before they jumped ship.
Syncing your follow-up emails with your Customer Relationship Management software, as well as Google Analytics, will help you to measure the success of the emails. It will also help you to understand your customers’ preferences and behaviours on your website – valuable data that could increase future conversion rates.
Tip 7: Live Chat
With a lack of face-to-face interaction, online businesses are at risk of seeming impersonal and out of reach. But a live chat and prominent contact section on your website offers a direct line to a real person.
Best practice is to display your business’ email and telephone number clearly, as it reinforces the message that you’re more than happy to be contacted by customers if they have any queries or feedback regarding their purchases. If possible, it’s also worth setting up a live chat function on your website so customers are just a click away from a real person. Here’s an example from Harvey’s Furniture Store:
Live chat should only be implemented if you have the resource to offer the facility between set hours each day.
Tip 8: The Best Possible Product Photos
One of the most significant cons of buying online is the inability to hold the product in your hands and try before you buy. From clothing to jewelry or white goods, product quality is often discerned through touch alone.
To tackle this issue, using high-quality images of the product from various angles to provide the best overall impression, helping customers to make a more informed purchase.
Here’s how alternative clothing and footwear brand Vans has implemented a photo gallery on each piece of footwear, that showcases the product from a number of different angles:
The gallery allows the user to click on a thumbnail to get a better look.
For products with particular details or decoration, offering a photo zoom function to view the features up close is another great tip – customers are able to get a real life impression of the product and study it in even finer detail than if they were holding it in their hands. Many brands such as Watchco.com are fans of this zoom feature:
Tip 9: Don’t Keep Customers Guessing – Estimated Delivery Times and Returns
For a customer, it can’t get much worse than ordering a product and sitting around for days with no idea of when (or if) the item will arrive. Help your customers feel confident about purchasing from your store by displaying an estimated delivery time.
You can provide this information based on your standard delivery service, or if applicable, recommend a number of delivery options that allow your customers to choose the speed and cost of shipping, for example express courier service, first class tracked, or super saver delivery.
It might feel counterintuitive, but reinforcing the message that customers are able to easily make returns once an item has been received will actually help to bolster confidence in buying in the first place, and could even increase your sales. BMX.co.uk offer a perfect example of how delivery and return policies can be displayed on product pages:
Tip 10: Encouraging Customer Reviews
Along with shipping costs, reviews of products and services by other customers is one of the biggest factors in online purchasing decisions. Customer reviews are now regarded as an essential element of e-commerce sites, and substantial numbers of positive reviews help eradicate any anxieties about purchasing a product and often steer product selection.
Customer reviews also have another benefit, in terms of search engine optimisation (SEO). Customer reviews create fresh and unique content (loved by Google) and can feature in search engine results pages, whether paid or organic, which in turn boosts click-through rates (CTRs).
Bold make-up brand Urban Decay, allows customers to publish both reviews and comments upon individual product pages:
Publishing genuine reviews shows prospects that you feel confident in the quality of your products and sends out a strong buying signal that can literally be a call to action. Remember, you can make reviews show up in organic search results by implementing rich snippets on your webpages.
The only way to get customer reviews to display in the search engine results is by adding sitelink extensions to your paid listings. Receptional recently published a guide about using sitelink extensions, if you want to learn more.
And last, but not least…
Your website is the face of your business. Since first impressions can make the difference between a purchase or a bounce, you need to get everything right first time around to inspire confidence and return business.
Featured image courtesy Brian Barnett