eCommerce has taken over physical trade in the last few years, especially after the emergence of COVID-19. It is popular because it provides considerable convenience. But at the same time, you should know how to use it properly. Many non-tech-savvy business owners make mistakes while managing their online stores. Here is a brief overview of the most common challenges businesses face in online retailing.
Challenge #1: Lack of Communication
Lack of transparent communication with customers and slowing down response to their inquiries can make your audience lose trust in your website. If your website doesn’t contain a dedicated “contact us” page with complete contact details, your potential customers will find it tough to follow through and purchase your products online.
Solution: Transparent and Quick Communication
To earn the trust of your website visitors and customers, you have to maintain adequate and transparent communication. Refresh Ideas recommends that you provide contact information accessible by adding an email address, phone number, and other direct contact links. You must also mention the complete address of your organisation; many a time, there are B2B international buyers, and they want to get in touch for bulk orders. A complete company address with a legal name helps them research your business before sending the order enquiry.
Challenge #2: Security Issues
Adopting eCommerce means that you also have to deal with cyber threats. There is a looming threat of cybercriminals and fraudsters infecting your host server and stealing sensitive data. Usually, hackers target these sites to steal debit and credit card data, which ends up quashing customer trust.
Phishing is another security risk where cybercriminals pretend to belong to a credible authority and ask for sensitive information from users. Many eCommerce owners make light of this issue and don’t realise that modern customers take their privacy seriously.
Solution: Enforce Security Measures
Embrace a security-first approach and make it a priority to improve your brand reputation and attract more customers. Some of the steps that can help include enforcing HTTPS protocols, implementing third-party payment processing systems, and acquiring relevant accreditations like the PCI, DSS and HIPAA.
You can also use firewall plugins and software to tackle cross-site scripting and SQL injections – two common hacking ways to exploit eCommerce websites. Similarly, install a security solution to evade suspicious network and allow reliable traffic on the website.
Challenge #3: Inconvenient Search Functionality
Many users visit an eCommerce website but are unable to get to their desired product pages. That’s because the site contains flawed search functionality.
Solution: Optimise Onsite Search
Start working on your onsite search. Avoid a “no result is found” response. Try to avoid situations where a product is available, but inaccurate user queries prevent the user from visiting the relevant page, such as when they use abbreviations, jargon words, use of synonyms, and misspellings. Therefore, develop a flexible search box and implement autocomplete and filters to make product search easier.
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Refresh Ideas is a KASIT partner.