In many ways, the internet is bringing people closer, but there is a growing concern that it’s actually driving people further apart. Downtown shops are struggling because of the convenience of online shopping, so many shop-owners are moving to the internet, to keep their business alive. However, the customer service that says “we care what you want, and we want to help you find it” is disappearing, and internet bounce rates are on the rise.
It’s about human to human – people to people
People are loyal to people. People want to buy from people. Wouldn’t it be great, if you could have that personal touch added to your webshop?
Your customer’s online shopping experience should be similar to shopping in-store. If you’re there, ready to answer a question, or point to an item that would go well with the one they’ve already chosen, you’re far more likely to get happy customers – and create conversions.
What if you could engage the right people at the right time?
What if you could have it both ways? If the customers that are ‘just browsing’ could be left to browse your webshop, and not have someone there to poke at them, potentially frightening them off? What if, at the same time, your potential customers that are actually hot leads had that person there, ready to say, “Hey, I see that you’re interested? Can I help you find anything?” With bmetric, that’s entirely within your reach.
The last thing a shop owner wants is to have a hot lead get confused or irritated by their website, or to go to the website, select an item they want, and then never make the purchase. Far too often, without that extra added touch of personally contacting your customer, that’s what is going to happen.
If your customer service reaches across several platforms, however, and enables you to contact the customers that are most likely to be successfully converted, that’s a whole new story.
Help is needed!
Kinjal Adeshara of sitepoint.com reported (here) on the top ten reasons why customers abandon their shopping carts, before making their purchase. According to her story, the top 10 reasons are:
- The checkout process is annoying
- Shipping is either too costly, or too slow
- Shipping costs are listed late in the checkout process
- Purchase requires an account, and no option to purchase as a guest
- Lack of options for making payment
- Fears about poor online security
- Coupon codes are difficult to find
- They can’t find information about the product they’d like to buy
- The product costs too much
- “Just looking”
The forms that customers are required to fill out before purchasing anything online is the fourth highest cited reason for customers abandoning their cart without making a purchase.
They are getting annoyed with the sale being their responsibility.
You’re pushing the difficulty of buying on to the customer – take it back!
When a customer is buying online they are taking responsibility and difficulty upon themselves that used to belong to the shop – such as checking out and even during decision making. Having a customer service representative ready to contact them, and speak with them about their purchase, will increase the likelihood of a sale, based simply on the fact that it takes the responsibility back onto you, the company.
If you can prevent a customer from abandoning their shopping cart, by being there to point them in the right direction, answer questions, or help them find the information they’re looking for, your conversion rates will be a lot higher than if you are leaving the complexity of your sale up to your customers.
Stay loyal to your customers
When customers feel catered to, that will develop a sense of loyalty. The internet is taking that out of people’s shopping experience. Let’s put it back in, with genuine customer service, aimed at the people who are there to be served.
You can read more about bmetric at www.bmetric.com.