68% of all people leave a business, because of 'perceived indifference' (Source:Bloomtools). Put your customers and visitors at the center of your business and see your sales increase. If you are only counting on your product description to sell your products, many potential customers will be lost in the conversion funnel. Find out how you can retain your visitors by replacing the good old shopping assistant with genuine customer reviews and live chat solutions, and efficiently guide your visitors to the checkout counter!
Listen to your customers
The comments consumers leave on a site and the ratings they give to a product or service turn out to be one of the most powerful trust building elements for consumers. In a recent study conducted by Bright local, 74% of consumers said that positive reviews make them trust a business more, and 58% mentioned that the star rating of a business is most important when choosing between shops.
To explain this trend, we must look at the way consumers shop off and online. When walking into a ‘brick-and-mortar’ shop, the consumer can touch a product, feel its quality, see how it works or try it on. Online reviews efficiently replace the shop assistant. The genuine reviews that your customers leave show your visitors an honest impression on the quality and how well the product matches the description on your site. The results are impressive: 84% of people trust online reviews as much as a personal recommendation!
Aim for transparency and allow users to leave their opinions. Don’t hesitate to ask for their opinion as 7 out of 10 consumers will leave a review for a business if they’re asked to and most of the comments will be positive reviews helping your shoppers decide your product or shop is the best!
Why do people leave reviews on your site? Probably the most altruistic motivation for leaving a review is that people want to help other people. In fact, this is the most common reason people cited for writing reviews. It also provides them with a way to express their gratitude for your outstanding customer service or the unmatchable quality of your product. People also feel they can help companies improve their product and services, as a way of making a small difference in the world. It is important that your customers feel you are listening and you are free to ask for a moderation of a review if the comment left on your site doesn’t reflect your business or service level but for example the delivery method.
Connect with your customers
Another important difference between an e-Commerce and a 'bricks and mortar' shop is the fact that an e-Commerce site lacks the helpful shop assistant that can instantly take away any doubt the consumer might have about the product by answering the consumer’s questions and redirecting him towards the product that matches best with the consumer’s needs.
Keep your visitors in your store and take away any doubt or uncertainty by offering a click-to-chat on your site. Your chat feature replaces the assistant and is in some cases even more efficient as the person behind the chat has a PC at hand to quickly look up specifications and other options. An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and an emarketer survey found that 63% were more likely to return to a website that offers live chat. Connecting with your customers through chat is also cost-effective! Your employees will spend less time on the phone as chat sessions are in general shorter than phone calls and the person handling the chat can answer multiple chats at the same time.
Being an active e-merchant who cares about its customers' opinions and helping them out choosing the right product is a sure-fire way to increase conversions, brand awareness, customer loyalty and sales!