Jan 27
Ecommerce has its ups and downs just like most other things in life. Knowing the ropes will help ensure that you experience more ups than downs when it comes to your ecommerce endeavors. Let’s take a look at a few common problems experienced by those who sell products and services via the internet:
- Customers can’t figure out how to pay— Is your checkout process confusing or complicated? Low-cost website hosting plans sometimes come with limitations that are hard for the not-so-tech-savvy entrepreneur to overcome. These limitations sometimes contribute to a poor buyer checkout process. As one frustrated buyer puts it, “I finally gave up on contributing to my favorite charity online because it’s just too hard to give them money!” If your website technology limits you, do a simple fix like placing a shopping cart icon or a “buy” link on essential pages. You could also include a text box or quick audio or video that walks a visitor through the buying process.
- Your buying process is too long. A checkout process that seems to take forever is as disastrous as one that confuses the buyer. Visitors expect to fully complete the checkout process within one to two minutes of their start time. If your checkout process is more like an inquisition, you’re bound to have more visitors who abort the buying process than those who complete it. The person who is buying a one-time gift may not want to become a “member” or receive emails from you for the next two years. Give them the quick checkout option. If they love what you offer, they’ll be back.
- Your shopping cart doesn’t provide enough payment options. You could be losing sales if you only allow your buyers to pay one way. Study the buying trends of your market so that you’ll know what buying terms and methods suit them best. It won’t benefit you very much to limit your payment method to American Express cards if you serve a market that primarily uses Visa and MasterCard debit cards. You’re better off providing your visitors with more than one way to complete their order.
- Your purchase confirmation process is generic or incomplete. Your “thank you” page or confirmation email should be detailed enough that the buyer will not feel the need to call you right away. You will also want to do everything you can to eliminate the fear that they have just become a victim of fraud. It’s easy to know if you’ve made this mistake. Take a look at the number of canceled or disputed transactions you have. Disputes from unhappy customers could jeopardize your status with your payment processor. An easy ecommerce rule to remember is “tell them what they’re buying and then tell them what they bought.” This way you can be certain that they understand what they get for the money. If you are selling a seminar or digital media, be sure to provide additional details that clearly explain what the buyer can expect or will want to do next.
- Broken links – Nobody likes to click on a link and have it go nowhere. Worse yet is the experience of clicking on a link and being taken to the wrong place. Take a moment to test and then re-test every page or link you publish. If you communicate via email frequently, set up a test account on every major email account client so that you have a chance to see what your list sees. An email that looks great on Cox may not look so good to an AOL recipient. Knowing this in advance will allow you to choose a format that works well for all email clients.
The world of ecommerce can be fun and exciting when you know what to do. Making the time to take note of what is working for the ecommerce veterans in your industry, may be just what you need to keep your head in the game
April 12th, 2010 at 2:45 pm
Hey! I appreciate you for the truly amazing blog post. Keep writing!