Building Trust of Customers in E-Commerce Industry (5 Proven Ways)
You’re walking down the street and a man approaches you. Smiling, he asked you if you would be interested in a highly discounted Ralph Lauren perfume. Despite your desire to own it, you don’t buy it. Why? Trust. Trust is a most crucial element in influencing consumers’ purchase decisions.
Same as real world if you are selling your product online, many shoppers won’t buy it if they don’t trust you. Studies shows that people are more likely to shop on a website if they feel high levels of trust and low levels of perceived risk for it.
In an environment lacking face-to-face human contact, only that business will progress which know how to build customers’ trust.
Online market is very different from physical market. Customers have infinite options and comparability have made them picky, wary, and promiscuous, therefore building trust in customers is not an easy task.
Here are five proven ways to build customer trust online:-
1. Make It Easy For Customers
While shopping first time from a website, people have many questions that can impact their decision of purchase,What are the shipping policies? How are returns and replacements handled? What if product is not the same as shown on the website? And most prominent one; Where is their office situated? Make sure all these doubt are clarified and customers can easily access this information on your website. This will bring them a step closer to making their purchase decision.
Your product and services must be incredible; optimize your website to make your customers feel convenient while making a purchase.
Returns and replacements are everyday happenings in the online selling medium Don’t make it difficult for your customers to return or replace products. Easy returns and replacements brings your customers back to your website and make them your loyal customer.
Provide your details like phone number, office address, customer care email address, etc. This assures customers that they can always reach out to you in case of a problem.
According to a survey 46% of UK customers prefer shopping on websites that have their contact page clear and well defined without any doubt.
2. Show you are trustworthy
While buying products from online stores, major concern of a customer is “whether the product is genuine and from legit manufacturers”. Displaying security seals, dealer credentials and trust badges instill trust in the minds of customers. It eases their worry and makes them more inclined to shop on a website. Give customers a detailed view of the product they are interested in, like, large high-quality videos and images of product in action, 360-degree views of the product for more thorough product knowledge, details of material used.
In a study it was found that 71% of consumers only purchase from that website which displays trust seal or logo and use of “100% Money Back Guarantee” badge can increase conversions of viewers to customers by 32%.
3. Display Genuine Reviews from Real Customers
Survey suggests that 65% people go for shopping in a particular store only after they hear positive and trustworthy recommendations from their close friends, in a similar way, online reviews build your customers’ trust in you. They are the proof that your product is genuine and have already been purchased. Clear and unscreened review page sends positive signal.
Avoid displaying only positive review as it may seems suspicious.
With increasing frauds, hackers, data breach reports, it is not comfortable for everyone to pay online while shopping.
To counter this, use a reputed payment gateway service that is recognized by consumers and is seen as being trustworthy, especially when you deal with customers internationally. Being associated with a highly trusted company enhances your own image.
5. Have strong customer service team
Attracting customers is a difficult task but maintaining customers is also not easy. Customers who returns to the company decides its future and Customers don’t goes back to the company who breaks promises. Show your customers that you are really the one on whom they can rely.
Build a strong customer assistance team that can truly take care of your customers and can communicate quickly and professionally at any time.
Poor customer service, and broken promises, destroys the future of the company. So these strategies can help you to build strong base of loyal customers .
Getting someone to buy from you once doesn’t mean they’ll be long-term customers, adopt such customer service policies which not only attract new customers for you but also helps in maintaining the old ones.