Today’s consumers have high expectations of the type of customer experience they believe they are entitled to receive online. Customers are increasingly online savvy, confident and like choice and control. Enabling your customers to have the convenience of choice and flexibility enhances their overall online experience with your business , in turn increasing the likelihood of conversion and repeat visits.
Increase choice to reduce the barriers to purchase
However, I’m not suggesting that you overwhelm your customers with a smorgasbord of choices – too many options can actually deter customers. Rather, focus on offering customers increased choice in a few strategic places along the purchasing journey to help reduce some of the barriers to purchase.
Shopping cart abandonment is part and parcel of any online businesses. The current rate averages at 67.4% so any changes you can make to help reduce your shopping cart abandonment rate can only be a good thing. We take a look at how offering customers choice in some key online areas can help you increase those all important conversions.
Simple ways to implement more customer choice
Offering your customers a choice of payment options at checkout can have a significant impact on conversions and help reduce shopping card abandonment. Figures show:
- 59% of respondents would abandon a transaction if their preferred payment method was not in place.
- 40% of respondents would have more confidence in an online shop that had more than one payment method.
It is important to be able to offer customers both online and offline payment options as it means you are more likely to be able to provide the customer with their preferred payment choice. Being able to take payments by credit or debit card is becoming increasingly important. According to the UK Card Association the majority of online purchase are now made using cards. In the UK during 2013;
- 175.6 billion cards were in issue
- Online spending by credit or debit card equalled £74 billion.
When initially setting up in business, many small businesses begin selling online using the basic shopping carts provided by their existing website platform. It is a quick and simple way to get up and running. However it can mean that as your business grows you are limited to a single payment system such as PayPal. A simple, cost-effective way to improve your shopping cart capabilities without changing your existing website platform is to use a hosted third-party shopping cart solution that is quick to integrate and can offer your business a wide range of pre-integrated payment processors and offline payment options.
Increased delivery options
Underestimating the importance customers place on shipping and delivery options is a potential disaster for your conversion rates. Customers take online delivery very seriously, with 42.5% of customers looking at delivery pages first. Research also show that 50% of customers have abandoned an online purchase due to unsatisfactory delivery options.
It is important that customers fare able to plan for delivery. I’m sure we have all experienced the frustration of not being at home when a package requiring a signature turns up. Offering more delivery choices makes the customer feel in control and goes along way towards providing an all-round positive customer experience. Research shows that in terms of e-commerce delivery,
- 31% of customers would like the option of a fixed delivery date
- 24% of customers would like the option of collecting from their local stores
- 24% of customers would like the option of next day delivery
- 13% would like the option of a two-hour delivery slot.
So think about introducing some flexible delivery choices such as:
- Next day delivery
- Nominated day delivery
- Pick up from a local store (such as Click and Collect)
- ‘If out please leave…” options such as : leave with neighbour, behind bins, in garage and so on.
Be multi-device friendly
Your customers should have the choice of being able to view your website equally well on their preferred device – be it desk top, smart phone or tablet. By limiting your customers access to a standard desk-top version of your website, you may lose out on potential sales. M-commerce such as tablets and smart-phones play an increasingly important part in your customers purchasing journey.
“With over half of all e-retail traffic coming via smartphones and tablet devices the latest results reveal a huge landmark in the growth of mobile commerce” Guardian.com
Significantly, online shopping on mobile devices has overtaken desktop traffic for the first time in the UK with 52% of online visits made via a mobile and an impressive 36% of UK online sales completed on a smartphone or tablet device. So let your customer choose how he or she wishes to view your site in the most convenient way to them, at any particular point in time, by making sure your site is multi-device friendly.
Choice of communication channels
“The attention of modern individuals is fragmented and in this hectic communication reality they want to decide for themselves how and when and with whom they speak, both in private and with business communication” Social Marketing Forum
There is no doubt that the last ten years have seen a huge change in how we choose to communicate. The whole social landscape has changed and as a business this needs to be reflected in the way you communicate to your customers. By offering a choice of ways for your customers to interact with your business you are more likely to be able to provide the preferred channel communication to a wider range of customers. This communication choice can be applied across the board from customer services to marketing. Simple ways to do this is to think about using an integrated both offline and online. For example:
Customer services: let customers choose how they wish to interact with you – whether it is by email, phone, or via social media.
Marketing: Market your product or services in a variety of ways, communicating traditionally through direct mail and advertising and digitally through email, social networks, PPC and SEO. In integrated approach reinforces the message and gives customers a choice in how they chose to respond.
Purchasing: Make sure customers have an options to make the final sale in the way that suits them – this could be over the phone, through your website’s online checkout or even via your social media. For example if you have a large majority of customers who interact with your business on Facebook, then think about how you can better use that to your advantage. Try offering them the choice of purchasing your products directly through a Facebook Store.
So to reiterate, it isn’t about overwhelming customers with an overabundance of options but rather implementing customer choice strategically to give customers more control and an improved customer experience. This can help remove some of the barriers to purchase and help you increase your conversions.
We’d love to hear your thoughts and experiences on this topic, so do please leave a comment.
Online shopping concept image courtesy of Naypong/FreeDigitalPhotos