9 Tips to Lower Cart Abandonment Rates

Cart abandonment is one of the most common ways ecommerce sites lose sales. It’s a ubiquitous problem that happens to even the best sites. But fortunately, there are many features and preventative measures you can implement to improve sales and the customers’ experience.

Be clear on the final cost

Many ecommerce sites notice a huge bounce rate once a customer begins the checkout process and sees the final order total - especially if it has increased since the checkout process started. Since increases are usually due to shipping costs, include an estimated shipping fee as early as possible in the checkout process. Or, eliminate shipping charges altogether.

Don't force shoppers to create an account

Forcing a new customer to create an account with your website before completing a purchase has its pros and cons. While account creation helps you track user behavior and preferences, the process can be perceived as an inconvenience - plus, it adds another layer to what should be the simplest part of your website. In addition to adding "guest" or "express" features to your checkout process, try allowing shoppers to easily create an account via their social media login to ensure that your account base continues to grow.
    

Emphasize Security

In this day and age, customers want assurance that their financial data is safe. Highlight the security features of your site so customers can confidently complete a transaction.

Offer Multiple Payment Options

Alternative payment options like Google Wallet, Amazon Payments, PayPal, etc. help simplify the checkout process, come with built-in security features, and cater to shopper preferences.

Accommodate mobile users

Customers are using mobile devices more than ever before. If your checkout process is confusing or cumbersome on mobile devices, then your cart abandonment rate will likely increase. A responsive design that works on all screen sizes can solve this issue.

Highlight customers support options

Every action in the checkout should be easy to find – especially support options like FAQs, live chat, and other customer service features. Make sure they are clearly available during each stage of checkout.

Auto-apply Coupons

Shoppers become understandably frustrated when they get deep into the checkout process only to find that their discount code doesn’t apply to their order. If your store is having a sale or offering a particular discount, automatically apply the coupon code at checkout, or display coupon codes in a site-wide banner for customers.

Include options to modify orders

Make sure customers can change the quantity, color, size, and other attributes of the items in their order without having to leave the checkout.

Maintain site stability and speed

If your checkout process crashes or loads too slowly, it’s going to cost you sales. Make sure to test it thoroughly and account for potential user actions, like using the browser’s back button.

How to Enhance the Customer Experience

Ecommerce businesses have access to a humongous audience. But getting a hold of the attention and trust of customers (and keeping it) in an industry packed with competitors is nothing short of challenging. That's why focusing on the customer experience your company offers is critical for standing out from competitors and retaining customers. Below are some tips for enhancing the foundations of your customer experience efforts.
    

Start with staffing

As representatives of your company, customer service staff can be a defining factor in the customer experience your business is known for. Give your current staff the authority and flexibility to come up with novel solutions that satisfy customers, then grow the team by looking for candidates who can use their creativity and customer-empathy to make the most of that flexible environment.

Be proactive with information

Even if you don't have the fastest shipping or the best order incentives, the value that clear and easy-to-find information adds to the customer experience is paramount. Make sure that your shipping fees, returns policy, and other information that customers would want to know before ordering is understandable and available. The same principles should apply to your methods for data collection. Since personal and financial data privacy is so important to users, be as clear as possible with customers about the data you collect, how it is used, and how it is protected.

Make your return policy more convenient

A good return policy is a great way to emphasize your commitment to the customer experience while improving brand perception and customer trust. By easily accepting returns, you’re showing customers that you stand behind your products and that you’re willing to fix any issues that cause returns.

The Power of the Unboxing Experience

Unboxing — when shoppers document and share themselves unwrapping packages (in a way that maximizes anticipation and also provides a critique of product presentation) — can boost your brand recognition and word-of-mouth marketing on social media. According to Google, YouTube hosted 1.3 million unboxing videos with 10.3 billion collective views in 2014 – with 62% of users watching unboxing videos as product research. For all those reasons, you need to treat the delivery of an order as more than just the completion of a transaction. More...

Tips for Recovering Return Costs in Ecommerce

When it comes to returns, you want to make them as easy as possible for your customers. Over the long term, it can be good for your bottom line as you build a strong reputation among users. However, the short term could prove difficult. Last year, returned stock, overstocks, and out-of-stocks cost the retail industry almost 2 trillion dollars. Luckily, returns don’t always have to translate into a loss for ecommerce sites. Here are some ways you can salvage sales while keeping customers happy. More...

The Benefits of Premium Packaging

Premium packaging (i.e. custom or stylized packaging that is exclusive to your brand) can play a large role in customer satisfaction and brand perception. When done right, your packaging can create a memorable, positive experience for customers. And if they’re new customers, that first impression can go a long way. An ecommerce packaging study by Dotcom Distribution found that 61% of online shoppers think that premium packaging makes a brand seem more upscale and 49% of shoppers say they get more excited about opening an order delivered in premium packaging. More...