What is Ecommerce?
Ecommerce is a process of buying and selling products and services online. According to the reports, ecommerce is the fastest-growing element of the economy. The statics show that in 2020, eCommerce sales were around $791.7 billion, with 34% from 2019. But, still, the process is improving to provide a better user experience. As for now, there are many ecommerce customers issues that hesitant people to engage with a business. So, first, let me explain to you the basics of ecommerce.
Ecommerce employ the following:
- Online shopping via chatbot, mobile app, and websites.
- Engaging in retail
- Online financial exchange
- Using demographic data through contacts and social media platforms.
Ecommerce is important for the development of a business and marketing strategy. These are a few reasons that explain the importance of ecommerce for a company:
- Ecommerce is more accessible and convenient than a brick-and-mortar retailer, as it’s available to serve service all day along to the customers. Due to hectic schedules, people don’t get time for physically shopping. That’s why online shopping is their first choice.
- It offers to scale the business accordingly by adding different payment options. It even allows growing the business without changing particular locations.
- According to ecommerce website development services, Ecommerce is an effective method to expand business globally as it offers service 24/7 of selling products to the audience. In addition, the online presence of your business eliminates the need to move locations to grow your business.
- Ecommerce provides better marketing opportunities. Besides SEO skills, marketing approaches like pay-per-click advertising, social media marketing, or email marketing can include links to your site to improve reach.
- Ecommerce is the best way to get feedback from the audience for the progress of the business.
- It gives a customized shopping experience to the consumers.
7 Common Ecommerce Customers Issues
Online shopping allows customers to buy products or services easily from their homes. It eliminates the need to go to markets and deal with the salesman. It also allows comparing the price of the products conveniently and shows customers feedbacks of the product. The advance in ecommerce has changed our perspective. But, as we know, life is no a bed of roses.
Similarly, online shopping isn’t made of all roses. Besides all the advantages, there are many ecommerce customers issues that clients still need to confront. Here is the list of 7 ecommerce customer issues that consumers faces while online shopping.
1- Quality issues
Most ecommerce customer issues are related to the quality of the product. Unfortunately, while buying online, there is no assurance about the product’s quality. Surveys and reports sometimes are fake. Feedbacks can’t guarantee you product quality. In the urge to make more money, fake dealers sell defective or disappointing products online.
Moreover, getting the right size stays a genuine issue while buying clothes and footwear online. Sizes vary from brand to brand. Since you can’t evaluate the products before getting them, choosing the right size is always a problem.
2- Customer experience
Customer experience refers to the impression of customers towards your business. It helps them in decision-making to engage with a brand or not. That highly impacts the business revenue and sales. So, customer experience is important for business growth. A positive customer experience promotes loyalty and helps leverage customers to take a specific action. But, yet many brands fail to offer a better customer experience, and the website is difficult to navigate. That’s why many ecommerce customer issues include customer experience, as poor customer experience frustrates them to find the product. And drive them to the competitor’s site.
To make a great customer experience, make a customer journey map. Or try to establish a positive connection with customers by asking for feedback. You can also improve customer experience by creating helpful content and build a community.
3- Help and support
Many ecommerce customer issues are poor customer service. Customer service is important to run a successful business. Marketing and customer service have a harmonious relationship. In which both work to drives business growth and success. According to professional website designers, customer service is a great marketing tool to leverage customers. But yet many companies fail to provide customer service. According to the statistics, 47% of consumers have switch brands due to poor customer service. To avoid these problems, you can do following steps:
- Be friendly.
- Respond promptly.
- Know your product or service.
- Listen to your customers.
- Say thank you.
- Get to know your customers.
- Ask for feedback.
- Use the feedback you receive.
4- Return services
Ecommerce customer issues include return policy, as 64% of people review the brand’s return policy before buying. Due to many issues like size or faulty item, a customer wants to return the item. But many brands compromise on this, and it’s become one of the biggest problems for online shoppers. For a successful business, it’s important to provide good quality products. Or if they have any issue with the product, listen to them. And if they are right about their concern, you should offer a return policy efficiently to establish a strong relationship between a brand and customer. And this act will encourage the customer to connect with you again.
5- Slow loading times
Slow loading sites are exactly like long queues at the supermarket. According to a survey, every second of loading caused Amazon to lose 1.6 billion dollars. That’s the reason Amazon is the fastest platform. The slowness of a site is the ecommerce customer issue. Customers search for few minutes before buying a product. If navigation isn’t smooth, the user will get frustrate and bounce back to another site. So to avoid this problem, you can optimize speed by following steps:
- Use a Content Delivery Network (CDN)
- Move your website to a better host.
- Optimize the size of images on your website.
- Reduce the number of plugins.
- Use website caching.
- Implement Gzip Compression.
- Database optimization in CMS.
6- Long delivery time
Long deliveries are ecommerce customers issues faced by many consumers. Mostly, the customer waits for 2-3 days for the product delivery. But many businesses take 10-15 days for delivery. Customers hate to wait for that long for a product, and in the end, they get frustrated. 23% of consumers abandon their shopping carts for shipping reasons, proving that they are not doing too well. And the situation gets worst when shipping costs exceed at the end of the process. I guess a brand should deliver the product within 5 days. And for shipping price, there are two ways.
- Offer free shipping at a certain price.
- Incorporate shipping costs to the price, so that customer doesn’t receive an increased price at the end of the shopping process.
7- Nonsensical Requirements For Completing A Purchase
Around 34% consumer abandons their shopping carts when they are forced to create an account. So we can say that nonsensical requirement are ecommerce customer issues that they face while online shopping. Remember, this one of the steps that shouldn’t impose on first-time customers. For example, Amazon highlights the importance of registering on the platform but doesn’t impose registration on its customer.
These are some ecommerce customers issues that need to be solved. Entrepreneurs should need to build good technology for a successful business. They need to choose the right shopping carts and management software to avoid these issues. And offer great services to the customers for revenue and growth.