Operating an online store isn’t simply a matter of adding products and sitting back to wait for sales to roll in. At each stage of the customer journey, from discovering your site to making a repeat purchase, there are hurdles to leap.
Hidden costs drive customers away at checkout. Poor website design tanks conversions. Payment misses and fraud disputes hit revenue.
In this post, we’ll break down the 10 most common of these e-commerce challenges you’ll have to face and – more importantly – suggest how you might solve each one so you can grow without losing your customers in the process.
Increasing Website Traffic
How do you increase traffic to your website? Search engine optimization is a great place to start. You can optimize your site by following these steps. Use keywords in your URL, title tags, meta descriptions, and page content for best results.
You may also want to consider social media marketing or pay-per-click advertising as additional strategies for driving traffic to your website.
Creating a User-friendly Website
Making a user-friendly website sounds simple, but often the simple things are more complicated than it meets they eye. Brands can work on their website to make them more user-friendly.
There are certain things that you can do to make your website more user-friendly.
- Give personalized options for customers while they browse through various products.
- Make sure your website loads quickly.
- Use customer testimonials on your home page or with different product categories.
- Give visitors an idea of what your website is by adding drop-down menus for easier navigation.
- Provide high-quality images of products on each product page so shoppers know exactly what they are getting before they buy it.
Low conversion rates
Low conversion rate is another challenge for e-commerce owners. Conversion rate simply refers to the ratio of site visitors who make a purchase compared to those who leave without buying anything. Conversion rates vary from industry to industry, but the average usually ranges from 2.5% – 3%. This can be due to a number of reasons, like a bad website, a poor shipping provider, or just because they’re not sure what they want. Take steps as soon as you notice this problem by figuring out how you can change it.
Generating Sales
Ensuring you have enough inventory is one of the most prevalent e-commerce concerns. It will affect your profits if you run out of products to sell.
Effective inventory management for any online store plays a vital role, but it can be difficult with the number of products and variations that are available. Therefore, you can keep your inventory organized by type, size, color, and material. You can also use an Excel spreadsheet or other organizational tool to keep track of orders and items in stock.
Using inventory management software can be a great step. Upgrading to an inventory management software can help you save time and money, which will allow you to focus on what’s important – growing your business.
Customer Retention and Loyalty
Retaining customers should be your number one priority as an e-commerce business owner. The key to building customer loyalty is by constantly interacting with the customer and providing them with personalized information, specifically tailored to their interests.
- This means communicating via email, social media, or sending text messages on a regular basis.
- Providing customers with exclusive promotions will, in turn, increase their loyalty towards the store.
- You can introduce the e-commerce trends, such as Buy Now Pay Later, Loyalty Program, and Gift Cards, to urge the customers to shop again.
Good customer service not only solves problems, but it also drives repeat business. In fact, research shows that customers are willing to spend more with companies that respond to and fix problems efficiently, making service a leading driver of lifetime value.
High Shopping Cart Abandonment Rate
At present, the shopping cart abandonment rates are roughly 70.2% which is a huge concern for e-commerce businesses. This means that more than half of their potential customers are walking away before they make a purchase.
There are many factors that contribute to shopping cart abandonment. But there are also some things you can do about it.
- Many customers abandon their carts if the payment process is too long.
- If customers find themselves facing additional costs at the final stage of the checkout process.
- When customers are unable to find a payment option that works for them.
Lack of an Effective Payment Gateway
Absence of a strong payment gateway is the most frequent issue e-commerce companies deal with. As a result, the client may quit shopping if they encounter a faulty payment.
- Reliability and Speed: Emphasize that a solid gateway means transactions won’t fail and won’t slow down, especially during high sales times.
- Multiple Payment Options: Focus on providing credit card, wallet, and BNPL to avoid cart abandonment from the lack of options.
- Security and Compliance: Emphasize PCI compliance, encryption, and fraud prevention to safeguard merchant revenue and consumer confidence.
Fraud Protection Tool
Fraud is a pervasive problem for e-commerce companies. The most common type of fraud is credit card fraud, in which fraudsters may use stolen credit cards. Or provide false billing information.
Manual fraud checks can’t keep up with real-time online transactions, which is why automated fraud detection tools are critical. These systems flag suspicious behavior, like mismatched shipping addresses or unusual purchase patterns, without disrupting genuine buyers. Tools like RapidCents even alert you instantly so you can stop fraudulent orders before they’re processed, protecting both your revenue and your customers’ data.
Providing Excellent Customer Service
A good customer service strategy is an essential part of running a successful e-commerce business. It can make a world of difference for a customer to be satisfied with their purchase or not. It’s important that you keep in mind the following for providing excellent customer service:
- Be responsive: If a customer has a question, answer it quickly. If you don’t have an answer, give them an estimated time frame about how long it will take for you to get back to them.
- Resolve issues quickly: The longer customers wait for a solution, the more frustrated they are likely to become.
- Make wait times shorter: Putting customers on hold for a long time is not a good idea. Therefore, you should work on making the wait times shorter so that customers can reach you quickly.
Handling Returns
Returns are part of doing business online. How you deal with returns can prove the make-or-break point in customer trust. A smooth, clear return process can help turn around a negative experience and ensure a customer’s loyalty; a painful one can lose you a customer, and even create a detractor.
Below are some of the most common reasons people return items and how you can solve them.
- The wrong product was shipped – Check your inventory before shipping out an order. If your team is incapable of solving this issue, you have to integrate a third-party shipping company to ensure that your customers get what they ordered online.
- There is something wrong with my purchase. Make it easy for shoppers to contact customer service if they encounter any issues.
- Customers receive faulty products: If a customer receives a faulty product, it should be replaced as early as possible. The business should set up a quality check department if the problem persists.
Conclusion
Success in e-commerce isn’t about avoiding challenges; it’s about facing them head-on, at each stage of the customer journey. By addressing the friction associated with everything from traffic to returns, you pave the way for a better experience for customers and generate more revenue for your business.
While you fine-tune your online business, RapidCents will take care of your online payment gateway. We make sure that all your transactions are secure and provide your customers with an uninterrupted shopping experience.
Improve your payment experience with RapidCents.
