eCommerce
6 ways to gain an online shoppers trust
By Warren Knight, founder of Gloople H
aving an eCommerce site will be a difficult transition for those who have never worked in this unique retail
environment. There is always a lot to think about when your focus becomes less about the physical store and more about the customer. To make sure your business is an online success, you need your shoppers to trust your business. Here are 6 ways to do that.
1. Online Conversations in
Real Time There are various ways you can use real time tools available to show your shoppers you are a trusted business. Using a live chat tool like Zopim, which is free of charge, is a great way to not only increase online communication, but reassure consumers that you are there to help. You should also think of Social Media as a customer service outlet and treat it as such. Using a free tool like Hootsuite allows you to monitor conversations around your business and reply to those who have mentioned you, specifically on Twitter.
2. Show Consistency Time and time again, I see businesses online being inconsistent across their platforms. Having one message on your website being completely different to the message on your Twitter, Facebook or Google+ account will not help your business. This will only put doubt in your consumers mind about the messages you are sharing online. My suggestion would be to come up with a tagline, in 140 characters or less that you can use across all of your channels.
3. Keep your Store
Updated and Attractive For an online shopper to trust your
16 entrepreneurcountry
“Most consumers will not feel 100% safe when buying online from small merchants”
business, you need to not only make sure your products are up to date in regards to new collections and stock control but also in regards to the look of the website. Your site needs to move as technology improves.
4. Use a Trusted Payment
Gateway Service One of the biggest ways to ensure you can be trusted as a business is using a well known payment gateway to deal with the transaction side of the website. Companies like Paypal and Sagepay ensure trust with consumers as they are well known companies that most people use on a daily basis when purchasing goods online.
5. Authentic Testimonials Most transactional sites have a testimonials page. This however is
not enough to gain your shoppers trust. For all they know, it could be someone from your company making up a fake testimonial. To make sure they can trust that your business has real testimonials, let the user leaving the review offer their Twitter handle or email address so that people can see its not just a robot.
6. SSL Certificate
Most consumers will not feel 100% safe when buying online from small merchants as opposed to those recognised brands like Amazon or eBay. A recent study showed that around 93% of consumers say it is important for an eCommerce site to include a trust mark of some kind. Most shoppers are savvy and will look for an SSL certificate, third party logo or another indicator telling them your store can be trusted.
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