With more and more people choosing to shop online, many brick-and-mortar establishments have been forced to provide their products and services on the internet to stay competitive. This move adds a lot of extra moving parts to daily operations, causing many business owners to make mistakes along the way.
Below, we’ve outlined several eCommerce errors new business owners make and what you can do to avoid them when taking your store online.
1. Not Offering Enough Shipping Options
Online shoppers like free shipping. They will often pay more for the products they want if they know free shipping is available. Further, most people don’t opt for expedited shipping, but they like to know it’s an option all the same.
Along with multiple shipping options, consumers want to know that shipping insurance is available, especially if the item they are buying is valuable. Shipping insurance covers loss or damage during shipping, and most 3PL fulfillment companies offer the option, depending on the dollar amount spent.
When deciding what shipping options to offer your consumers, consider this point to prevent loss of future sales.
2. Providing Poor Customer Service
One of the biggest mistakes eCommerce business owners make is not providing great customer service. Many online shoppers agree that good customer service is lacking when they buy online, stating that a lack of available representatives, denial of refunds for bad experiences, slow response to inquiries, and poor rep attitudes are common when dealing with online retailers.
The solution to this problem is simple: ensure that all your customer service reps are thoroughly trained to handle any situation and give them clear guidelines for addressing complaints with respect and professionalism. Consumers just want to feel heard and valued, so listening to your customers and handling their concerns promptly is the quickest way to provide the kind of service they’ll tell others about.
3. Not Taking Advantage of Free Online Marketing Tools
We know you’re busy, but not taking the time to interact with your customers online is a big mistake. Many consumers turn to social media when they’re looking for something, and if you’re not there, you’re missing an opportunity to gain new customers.
If you don’t have time to manage your own social media accounts, hire a creative agency or social media expert to do it for you. The cost of such a service will pay for itself tenfold in no time.
4. Not Sharing Customer Reviews
You may offer great products, but if your customers can’t see that others think so, they will be leery of ordering from you themselves. Consumers love to read customer reviews, so sharing the positive testimonials you receive on your website and social media accounts is a great way to encourage people to buy your products and become loyal customers.
5. Not Collecting Customer Data
As annoying as it is to ask each customer for their information, this is the data you need to understand customer demographics and market to your target audience. Among other things, the information you gather can be used to send out newsletters that offer valuable advice and inform your customers of upcoming sales and events.
As a new eCommerce business owner, you’re bound to make mistakes. Thankfully, the information provided above should help you avoid making some of the most common eCommerce mistakes. From offering multiple shipping options to providing outstanding customer service, these steps will help you run a profitable online business.