These days, the ecommerce industry is truly growing at rapid speed. Just about every time you surf the web, there’s a new business popping up that you’ve never heard of. Though this is a good thing because it means the ecommerce industry is probably here to stay, it definitely comes with its own set of challenges.
Here are five ways to overcome common ecommerce challenges:
Provide omnichannel customer support.
Providing an exceptional customer experience is key to retaining customers and gaining customer loyalty. An omnichannel customer experience is when a company offers customer support at every level of interaction with your business, and each of these interactions are connected in some way. For example, if a customer goes to your site and browses your products, then heads over to social media and sees a similar gallery of user-generated content that links to tagged products to buy directly from social media, this is an omnichannel experience. By allowing customers to reach you through several touchpoints: website, live chat, email, social media, etc. this boosts brand loyalty and ultimately increases customer satisfaction.
The most important aspect is to figure out the channels that your customer visits the most. Using modern software and tools focused on serving your customers will allow you to reach customers across an array of channels and touchpoints. Whether by email, web, phone, social media, or live chat, integrate and optimize these channels to offer personalized support to your customers. When a customer discovers a brand that provides exceptional customer service throughout the entire buying process, they are more likely to return.
Eliminate shopping cart abandonment.
According to a study from Baynard Institute, 69.57% of customers abandon their carts when shopping online. There are several different strategies to overcoming shopping cart abandonment:
- Provide a smooth and seamless checkout process. Shrink the process to the least number of steps possible.
- Make creating an account with your website an option, not requirement for checkout.
- Offer live chat solutions during the checkout process to answer any questions customers may have while checking out.
- Send an automated email to circle back around to customers who have abandoned their carts. This helps to recover purchases.
Providing thorough descriptions of your products helps to cut down cart abandonment as well. If a customer doesn’t understand what they’re getting with your product, they are more susceptible to exiting your site and abandoning their carts. The better you describe your products, the easier it will be for customers to want to buy.
Build a strong returns/refund policy.
Communication is key, even in ecommerce. It is critical to have a clear, concise returns policy so that your company’s expectations and guidelines are transparently outlined. Be sure to include a link to the return policy on your product sheets within the description as well. This helps to build brand trust with customers, because UPS consumer surveys indicate that 88% of shoppers review a retailer’s return policy throughout their online shopping experiences, with 66% doing so before purchasing. Also, 15% abandon a cart when the returns policy is unclear.
At Fulfyld, we implement a flexible, transparent and efficient returns management process in addition to accurately fulfilling your orders. Our system handles each step of the reverse logistics process and has the capability to share real-time updates about each return and how it’s being handled.
Optimize order fulfillment.
As your business grows, so should your processes. Ecommerce store owners can’t afford to slow down the supply chain because they can no longer handle the demand of their orders. This is where we come in. By outsourcing your order fulfillment to a top ecommerce fulfillment company like Fulfyld, your order efficiency, shipping times and customer satisfaction is sure to increase. Gone are the days where you have to handle everything alone as a small business owner. We handle all of your fulfillment needs, so you can focus on other aspects of business like building your brand.
Increase cybersecurity protocols.
Unfortunately, the threat of cyber attacks has grown tremendously over the years. For this reason, it is vital to have the proper cybersecurity framework in place to keep your customers and your companies’ data safe and secure. By adding seals of quality and trust, two-factor authentication, SSL (Secured Sockets Layer) and TSL (Transport Layer Security), which are protocols to help authenticate and encrypt links between networked computers, this helps fight against potential cyber-attacks.
At Fulfyld, we personally take extra steps to ensure our clients’ company information is safe by using a password manager, changing passwords often and enabling two-factor authentication within all of our company’s software.
With each of these techniques in place, ecommerce owners are sure to overcome any challenges that may arise. We are here to handle any need you have as it pertains to ecommerce order fulfillment, so contact us today and we can get you started!