More and more people are beginning to shop online these days. This has given many new business owners an opportunity to set up a store and start making a decent income online. Although there are many advantages to online shopping, there are still some online shopping problems that customers encounter along the way. As a reliable, trust-worthy e-commerce business owner, it is your job to be able to address these issues and help your customers have a satisfying experience with you so they will keep coming back again and again.
These online shopping problems do not happen very often but when they do, they can cause a lot of grief and irritation. for the online consumer. In the following article, we will look at some of the general problems online shoppers can encounter.Once you know these issues, you can take the steps to help your customers feel confident in doing business with you.
Wrong Item Purchases
When one shops in a store near their home, the ability to ensure that the right item is selected with the correct size and color is an easy straight-forward process. When shopping online though, mistakes can be made when a product is not physically seen until after the order has been delivered. A customer can click on the wrong item number, or if making a phone request, can tell the operator a wrong product number or quote an incorrect color code. Having a system that is easy to navigate and uses a simple color code will help to reduce these online shopping problems.
The Wrong Item Received
From time to time, orders can be mixed up at the warehouse when preparing for shipping. This is not the customer’s fault so the expense would land on the store owner to take the necessary steps to send the proper item free of charge, and in some case, tell the customer they can keep the product that was shipped by accident. If you are using a drop shipper when you first start up with your e-commerce store, there are some benefits. The drop shipper will take care of all of the shipping, re-shipping, and concerns. You just need to email them or call and talk to your account rep on the phone, to discuss the situation. If your customer needs this item for a special event and does not have the time to wait for a new item with the standard shipping time, you will need to go out of your way and order the right product and pay for express shipping. This may seem like it cuts into your profit margin, but it is the only true way to treat your customers as people you value and not just dollar values.
Not being able to return an item
Sometimes shoppers choose to purchase online because they live in rural areas where they can not get to the store easily, or they work odd hours when stores are not open. Having to try to return an item when you either do not have the time or ability can become a frustrating aspect for some shoppers. If you create a strong relationship with your customers through email or on the phone, your customers can come to trust you and will feel that you really care about their situation. Once a customer contacts you with a problem such as this, try to find a way in which you can both come to a solution where you both can be satisfied. Sometimes, this means giving the odd item away as a freebie, in order to retain a customer for future sales. This will keep the customer coming back to you because they appreciate your customer service.
If you have been collecting the email addresses of your customers, when you send them out an email for your sales or new products, you could also include a survey or poll to get an idea of the problems they are having both at your store or any other online shopping experience. Using this advice will help you to create a more enjoyable, and smooth customer experience they will want to tell their friends all about.
Running your own online store can be one of the most rewarding businesses you can start online today
Tags: customer concerns, e-commerce, online shopping, running your own online store, sell online, selling online