These are some of the most pressing issues that online store owners may face in 2022, ranging from the lack of online identity verification to the obstacles of providing a multichannel client experience:
First, there’s the issue of online identity verification.
When a visitor registers on an eCommerce website, the information they provide may not be accurate, so you have no way of knowing if they are truly interested in making a purchase.
As a result, it’s critical to conduct online identity verification for each potential consumer.
The answer is simple:
Keep an eye out for any unusual behaviour. An extremely high volume of orders or zip codes that do not correspond to a state or city can cause this. Customers that join up should always receive an automated verification link to confirm that they are real.
For a cash-on-delivery purchase, make an automated call. Then, request that the buyer confirm the delivery address.
Make use of software. Using multi-layered authentication, these solutions should be able to detect fraudulent attempts. SSN verification, identity checks, and fast authentication are just a few of the capabilities that these solutions offer, allowing your eCommerce firm to stay one step ahead of scammers.
Cybersecurity Issues (Problem #2)
Cyberattacks can infect your eCommerce website with viruses, jeopardising its security and, worse, jeopardising the security of your registered customers’ data.
Hackers may be able to acquire access to this sensitive information, including credit card numbers.
This scenario is one of the most difficult to overcome in the eCommerce industry, and it is undoubtedly one of every eCommerce owner’s worst fears.
The answer is simple:
You are in charge of your own servers. Ensure that your eCommerce website is hosted on a separate server that is only dedicated to you. Sharing server space with numerous other websites poses a risk; if one of those websites is hacked, malware files could infect the entire server, including your business.
Backup your files on a regular basis. In the eCommerce industry, making a backup of your complete database and all of your information is critical. You can’t go wrong with the frequency, though the general rule of thumb is that the larger the website, the more frequently it should be backed up. All of the websites we maintain at Digital Silk are backed up every day.
Install security plugins and components to ensure your safety. There’s a thriving internet market for security plugins for many systems and platforms, including firewalls, two-factor authentication, and other features.
Regularly update your eCommerce platform. Make sure you update your eCommerce website’s platform or CMS on a regular basis with official patches, plugins, and other software provided by the platform’s creators. Their teams are always discovering new risks and devising strategies to halt them in their tracks.
Abandonment of Shopping Carts is the third issue.
Shopping cart abandonment is one of the most serious issues that eCommerce businesses face, regardless of their size.
According to statistics, online buyers abandon their shopping carts 68 percent of the time, with abandonment rates as high as 80 percent in some stores.
The answer is simple:
You should redesign your shopping cart. Difficult checkout processes are one of the most prominent reasons for cart abandonment.
Use live chat to nurture your customers. Having a support person who will reach out and connect with a buying customer at crucial moments of their buyer journey can help them avoid leaving without making a purchase.
Besides, make your site mobile-friendly. Mobile devices account for 70% of all internet sales worldwide. On mobile sites, faster loading speeds, improved pictures, and eliminated pop-ups mean fewer barriers for customers to complete their transaction.
Most importantly, use retargeting marketing to your advantage. Retargeting is a marketing tactic that involves promoting products to customers who have already visited your eShop and looked at them. Customers that have been retargeted have a chance of converting in the range of 50% to 60%.
Remind people by email. You probably have their email address in your database if your eCommerce website requires users to register in order to make purchases. Make a detailed email campaign to remind them that they haven’t finished their transaction.
Problem #4: Customer Loyalty Nurturing
Firstly, even with the best-designed eCommerce websites with a large selection of products and smooth functions, customer loyalty is a fickle thing.
Secondly, increasing client retention rates by 5% can boost profits by 25% to 95%.
Thirdly, customer loyalty is based on a seller’s brand integrity and mutual trust with the customer.
Lastly, due to no face-to-face offline store, building trust takes more time.
The answer is simple:
“Your brand is your culture.” . On so many levels, this adage rings true. Customer loyalty is a result of excellent customer service. Therefore, you must ensure that your consumers are happy with the entire experience of shopping online. No matter from casual browsing to ordering and shipping. Therefore, develop your customer care strategy based on a competitive edge you have over other online merchants.
Add a live chat option once more. Having a live customer service representative who can respond to your clients’ questions in a friendly and reassuring manner develops trust and establishes your brand as trustworthy and reliable in the eyes of customers.
Therefore, be open and honest. Display your business’s address, phone number, client testimonies and reviews about your employees. This removes the mask from your eCommerce firm and gives it a human face, making it no longer anonymous.
Take advantage of loyalty programmes. They will reward returning clients with points, discounts, and coupons in a multi-tiered programme, which develops their loyalty and keeps them coming back.
Publish blog posts. Insightful blog entries that are relevant to your target audience. This will increases trust and trustworthiness.
Product Returns and Refunds (Problem #5)
Before making a purchase, more than 60% of internet customers check a store’s return policy.
In other words, customers would buy more if stores offered less complicated returns, according to 48% of customers, and an inconvenient returns policy deters 80% of customers.
In addition, 89 percent of internet shoppers have returned at least once during their purchasing experience.
This raises a difficulty for online retailers: how can you give your consumers peace of mind by allowing them to return things they don’t like without jeopardising your business’s reputation and shipment?
The answer is simple:
Make your return and refund policy as clear as possible. Make sure that customers can quickly discover extensive information about this in your Terms & Conditions and FAQs pages, and that the policies are easy to understand.
Therefore, in your policy’s phrasing, avoid using imperative expressions. Customers may be intimidated by phrases like “you are needed” and “you must.” When it comes to return policies, try to use softer language.
Above all, provide alternatives. Consider offering a variety of shipping, payment, and refund options, as well as incentives such as coupons and discounts for customers who are unhappy with their purchase.
Returns and refunds are an important component of providing excellent customer service. In conclusion, keep in mind that your company’s customer service is a representation of its brand and a path to consumer loyalty.
Source: ecommerce business , ecommerce store
