5 Ground-Breaking Strategies To Build Your Customers Trust When Shopping Online
A report published in https://www.mytotalretail.com/article/how-to-build-online-shoppers-trust/, the importance of retails serving online has increased more than ever since the COVID-19 pandemic. With lockdown, companies are closing their brick-and-mortar store. What came along with this revolution is the indicator that customers are looking for businesses that are trustworthy to invest in.
Establishing trust by businesses is both critical and challenging. The aspect of confidence is both critical and challenging. When people shop in a physical store, they see professional signage, a friendly store owner, a clean storefront, products in stock, and other customers browsing and making purchases. None of these aspects are available while shopping online except a website, an app, and some fancy interface. Customers doubt the payment process, authenticity, and quality of products and services paid for. Suppose consumers believe that a specific brand produces quality products or services. In that case, anything with their stamp of approval is likely to pass the basic trust test, says Copywriter and Web marketing expert Gary Bencivenga. He mentions that positive customer service interactions and high-quality sales act as proof which businesses to be reputable and trusted.
Apart from driving sales, inserting keywords, and getting better ranks are methods that businesses can improve their optimisation. So, here's a closer look at aspects the online companies can do to help build trust, both with potential and existing customers.
1. Make 24*7 Live Call Support A Reality
One of the most substantial reasons for customers to mistrust online businesses is that they are extremely hard to get connected with. Companies often lack seamless contact and support services when the customers are confused or want to clarify their queries before making a purchase. Leading online businesses and online shopping platforms get back to their customers within five minutes of initiating contact. Many decide to cancel their purchase and leave a site if this expectation isn't met.
So, to build trust, as a business, you trust on technology. Businesses can take up calls through a cloud call center software solution, which provides a centralised online platform for the live customer service agents to field service and support requests from any digital channel, including those generated online.
As the diagram above states, this method includes queries that come up via mail, phone, live chat, or social media, hence redressing becomes faster. A smooth and multi-channel cloud contact center enables the businesses to integrate live support with automated solutions like chatbots, allowing handling a higher volume of support requests and responding to customers more quickly.
2. Prioritise Digital Security
When businesses are well-connected via 24*7 live customer supports, concerns about online customer security are at its peak. A faulty customers’ data security can be a barrier in earning consumer trust. A study by https://www.business.com/articles/build-trust-with-ecommerce-customers/ has pointed out that consumers only shop on sites they know are secure. To protect e-commerce websites' customer data, businesses can adopt cybersecurity software and train employees on best cybersecurity and privacy practices.
Customers have to feel secure that the website they are in for making a business transaction is safe. Employing a secure e-commerce software platform, avoiding storing sensitive data, and using secure encryption to process transactions are to name a few of the significant security practices for businesses to engage in.
Encouraging customer reviews, ensuring your live support team is accessible, and prioritising e-commerce security are three keys to building online consumer trust. By taking proactive steps to establish trust, the businesses can create more rapport with website visitors, enabling them to build long-term relationships and generate repeat sales.
3. Provide Valuable Content
Brands have to create and publish valuable, timely, and different content to meet modern consumers' trust. Today, consumers can efficiently research a brand on the internet before they make a purchase. Spreading news and content that matters only helps make a purchase more effortless, so that the customers come back for more.
Positive and meaningful customer reviews are also part of valuable content sharing by businesses. Stats at https://vwo.com/blog/trust-in-ecommerce/ show that 61% of consumers read reviews before they complete a purchase. Reviews also open an untapped source of modern customer base on the internet. Reviews give consumers the reason to trust a brand before investing their hard-earned money for a product or service.
To create more engaging content, businesses should follow the 80/20 rule: 80% of the content should be non-promotional while the remaining 20% about the product/service.
4. Promote The Trust Seals And Security Certificates
In 2019, a report released by the National Retail Federation  had stated that online-only companies come across 30.2% of the frauds. Consumers dread online shopping for this reason as well. To build trust and engage customers in the business process, e-commerce sites can show their third-party badges about certifications and authentications.
Payment gateways, software versions, verified payment processes, SSL certificates, and license authenticity seals are necessary to retain trust. About 79% of online shoppers say that an authentic seal indicates that the information shared is secure. Only 1 in 5 shoppers dont have a clear idea about the purpose a trust seal serves. A secure connection between the browser and the web server and how they guard against network eavesdropping is equally essential.
5. Media Mentions And Human Connection
Businesses featured in media publications or have actual human faces, pictures of people purchasing or using an e-commerce product or service always ease the new customers’ anxiety. This helps establish trust and connection. Media publications and human connections are also effective marketing tools to boost CSR.
Sending details about products and services to the media houses is a purposeful act of improving media mentions' chances. Also, businesses need to track publications that are talking about them and displaying logos linked to those write-ups on your landing page. With these images and physical proof, people can relate to the business. A word of caution, though; human photos might negatively impact, conduct a heatmap analysis of the related page to analyze the impact of using images versus not using them.
The best part about these above techniques and measures is that they are relatively simple to implement. Most of these also double up as fundamental payment systems, customer support, and safety measures of e-commerce businesses. Businesses need to earn their users’ trust every day, over and over again. At the slightest hint of malpractice or doubt, trust can disappear. You can use various features within user insights to test these methods to ensure that your customers and visitors shopping online provide positive feedback on the website and word of mouth digitally.
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