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You may think it’s a generational thing, but consumers of all ages (half to be exact) are still hesitant to make a purchase online.

Online shopping can save a lot of time and energy, and there’s no denying its convenience! But how do you persuade those buyers who are a bit uneasy about making an online purchase?

We’ve broken down the top four customer fears when it comes to shopping online and provided tips on how to overcome their concerns:

  1. “How will I know if the product will live up to my expectations?”

This is a big one. When it comes to making purchases online, customers don’t get to physically hold the product in their hands before buying, and that requires them to trust that the product they order online will actually be what they’re expecting when it arrives at their door.

What you can do:

  • Have reliable, high-quality, product photos and descriptions on your eCommerce store that allow the customer to get a feel for what they’re buying
  • If you’re selling clothing or apparel, identify what size the model in the photo is wearing as well as their body measurements so the customer has something to compare to.
  • Share customer reviews so that buyers can see feedback from those who have purchased the product(s) before.
  1. “What if I change my mind about the product once I receive it?”

Another common fear among online shoppers is that they’ll experience buyers’ remorse once they receive their product and will end up stuck with something they don’t really want.

What you can do:

  • Go above and beyond with your return policy. Reassure your customers that if they change their mind, they can easily return their purchase without hassle.
  • Provide a return shipping label with your delivery so that customers don’t have to hunt for a return address if they choose to send the product back.
  1. “Is my personal information secure?”

When doing anything online, people want to know that their personal information will be protected. This is especially important when it comes to online shopping because customers are typically providing sensitive information such as their home address, credit card number, etc.

What you can do:

  • Only ask for customer information that is absolutely essential for the purchase
  • Make sure your website is secure and protected with an HTTPS connection.
  • Use a secure credit card payment process. Verified by Visa or MasterCard SecureCode are two examples that will assure your customers their credit card information is protected.
  1. What if I have questions or concerns before, during, or after my checkout process?

The one disadvantage to shopping online is that customers don’t have a salesperson in store helping them make decisions and providing answers to their important questions.

What you can do:

  • Have a Frequently Asked Questions (FAQs) page on your website that answers common questions customers might have about the products and the purchasing process.
  • If you have the resources to sustain it, consider offering a Live Chat feature on your website where customers can speak to someone in real-time about their questions and concerns.
  • Have a contact email that customers can send their questions, comments, concerns, and feedback to—and actually respond!

 

Seeing is still believing.  Before the 3dcarts of the world, a consumer would touch the merchandise before they’d buy.  Make your webstore as close to this real experience as you can.  Your site is the sales person.  Your product is a grouping of pictures and text.  But your customer is still a real, live human.

Good luck!

This was a guest blog post by eBridge Connections. eBridge Connections delivers powerful, cloud-based ERP and accounting integration solutions that automate vital business processes while eliminating the need for manual data entry. Leveraging reusable connectors, data touch points and business rules instead of individual maps, eBridge Connections can implement and maintain integration solutions with greater efficiency, ultimately leading to a lower total cost of ownership for customers. Our universal platform supports over 30 accounting and ERP systems including products from Microsoft, Sage, SAP, NetSuite, and Epicor. With connections to the leading eCommerce carts and marketplaces, CRM applications, and hundreds of EDI trading partners, eBridge Connections has become the integration platform of choice for businesses worldwide. Learn more about eBridge Connections here.