Common Problems Customers Face & How to Avoid Them
Solve Your Customers’ Biggest Issues
Shopping online is a great luxury for many people, but that does not mean it is always a smooth experience. Every once in a while shoppers deal with annoyances that can make it difficult for them to buy the things they want. As an online seller, you have to make your customers happy so they stick with you in the future. If you would like to learn how you can help your customers have a smoother shopping experience, please continue reading.
Vague/Unclear Return Policies
Return policies are important for online sellers, because your customers may need to return products they bought. There will be times when products are damaged during the delivery process, and other times customers may buy the wrong items by mistake. Having a well-defined return policy is crucial, because your customers should be able to easily return products if they are having issues with them. Customers are more likely to shop from you again if you help them with any issues they have as soon as possible.
If you do not put a lot of effort into crafting your return policy your customers may have trouble figuring out how to send products back to you. When you are writing your return policy make sure you write a detailed and fair return policy that customers can easily understand. Also, make sure that your customers can easily find your return policy so they can read it over before making any purchases.
Not Enough Information on Product Page
One of the biggest challenges of selling products online is getting someone to buy something he or she cannot physically hold. Product pages are extremely important for online sellers, because they contain all the information that customers would want to know about the items you are selling. However, customers can get frustrated quickly when they cannot find useful information about products they want to buy.
When you are writing copy for a product page you should talk about all the important details, including available sizes and colors. On top of this, the page should have high-quality images and demonstration videos so you can properly show off the product. Try to include as much information as you can on the product page, as this will increase the chance that shoppers will buy your wares.
Another common issue that online shoppers face involves navigation. Customers should be able to easily navigate your online store on both a desktop computer and a mobile device. If shoppers have trouble figuring out how to navigate your site they might get frustrated and click off.
Simplicity is key, so when you design your storefront make sure your customers do not have to work too hard to get around. Try to keep your website from getting too cluttered, because customers will have a hard time getting around if they presented with too many images on one page. You should design your website in a way that minimizes the amount of clicks your customers have to make to reach a certain page.
Connection Issues and Digital Payments
Online shoppers are able to use many different payment options when they make purchases. However, if an online store suffers from a server error while someone is finalizing an order the payment may have issues going through. In some situations, customers may be charged without the seller receiving the payment, and when this happens it can be troublesome for the buyers to get a refund.
When an online transaction is made it has to go through a few different digital entities so it can be completed. If one of these entities suffers from a technical issue the transaction may have problems going through. You should always test your servers so you can ensure that your website is running properly at all times. If your website is suffering from connection issues you should speak with your web host to get the problem fixed as soon as possible.
Poor Customer Service
Customer service is one of the most important aspects of operating an online business. Not all customers want to immediately return products when they have issues, mainly because they believe that someone at the company can help find a solution. Sellers who have mediocre customer service skills will not be able to help their customers with their problems, so you should make customer service a high priority.
Create a “Contact Us” page on your website so customers can quickly contact you if an issue comes up. Always respond to your customers as quickly as possible, because if you wait too long they might take their business elsewhere. If you are too busy managing other parts of your business you might want to hire someone to manage customer service for you. If you see that people ask a lot of similar questions, write up a FAQ section so people can have their questions answered without having to contact you.
Making your customers happy is the key to having them return to your store in the future. Keep this information in mind and you should be able to help them avoid major issues while they shop.