Editor’s note: This is a guest post by Kenneth Sytian, CEO of Sytian Productions.
Ecommerce sites are prone to susceptibility for fraud and security risks, as more and more people buy their stuff online. This raises an important question among consumers; how sure are they that their credit card and other sensitive details won’t be compromised?
On the other hand, there are cases of online counterfeit sites that rake in big bucks for bogus sellers. Visitors are under the impression that they are buying branded products, only to find out that their purchased items are counterfeit.
In these worrisome times, how can you convince your users to trust your store? Remember, you cannot force anyone to trust your website, but you can influence your users to trust your website. By influencing your users that your site is trustworthy, it adds weight to their purchasing decision, eventually leading to a sale.
Here are five tips to raise trust for your ecommerce site!
SETTING UP A CONTACT PAGE
There are businesses who skip on creating a Contact us page, or if they do, they just leave a contact form without any proof that they do physically exist.
A contact page should contain details on how to contact you. Oftentimes, it has a contact form that receives inquiries, but phone inquiries and a physical visit would also work as you provide your telephone and business address. Nowadays, you can setup your business through Google My Business and have your business located properly on Google Maps.
Setting up a proper contact page will help increase trust in your business, as people know they can always contact you for any inquiry or comments, which leads us to…
SUPERB CUSTOMER SERVICE
Did you know that 89% of shoppers have stopped buying from online stores after they’ve experienced poor customer service? (RightNow)
This is definitely not the easiest on the list, but offering superb customer service increases the trust of your customers. The way you deal with customer inquiries will reflect on reviews and social media posts about your brand. This is stressful work, however what separates successful businesses from those who fail is how they care for their customers online and offline.
What makes your customers fall in love with your business? 73% of them say they love you for your friendly employees or customer service representatives and 55% just love the way you easily give them access to information and support. (RightNow)
Being able to reach out and connect with your audience help build trust as they meet your brand at a more personal level. Usually, how you provide customer service reflects on review sites. Take a look at one of Zara’s at Yelp:
Zara’s brand is known for its trendsetting, instant fashion designs. Zara also owns an ecommerce store aside from its physical stores across the globe. This is one perfect example of how customer service makes a difference in brand integrity. Although this is location-based, you can certainly see how it affects a specific location. If customer service were better in this location, more people will trust this location for their shopping needs.
LET’S GET TECHNICAL
We know people don’t know the ins and outs of website security, but when they see your checkout has logos of whatever security service you are in, they will immediately trust their transaction with your business. Why? Those security brands already speak for themselves.
Interestingly, in a study conducted by Actual Insights, these trustmarks outshone their competitors:
- McAfee (79%)
- Verisign (76%)
- Paypal (72%)
- BBB (37%)
- TRUSTe (28%)
It’s worth noting that only a few of these brands are patronized and recognized by many; however, it is up to you determine which works best for your ecommerce store. Doing an A/B Split testing can help you determine which brands will work, where to place it, and more.
Another technical issue you can address is adding an SSL certificate. An SSL certificate is used to establish a secure connection between the browser and the server. It’s highly recommended that ecommerce sites install an SSL certificate to secure the privacy of their customers’ information.
Always be cautious of your website’s security. Google itself has taken a big step in dealing with malware-infected sites via warnings even on the SERPs itself. This will negatively impact your site, losing all the traffic and in turn, they will eventually go to your competitors for the things they need.
GO FOR UX DESIGN OPTIMIZATION
As always, good design exhibits professionalism. One of the things that people look at when they go to a website is the design. Users have developed their gut feeling when it comes to checking out how a legitimate website looks like. Outdated web design is a big blunder for ecommerce sites. Adapting a clean, responsive look is the best choice to go if you’re looking forward to redesign your site.
The Paymill Blog has some interesting points that you can include during planning by reading their post on Optimizing Customer’s E-Commerce Experience. User experience is valuable and this keeps your customers attached to your brand. Delivering bad UX ¾ faulty forms, poorly executed menus, bad code resulting to bad web design ¾ alerts a user and raises a red flag in his impression.
CHOOSE A TRUSTED PAYMENT PROVIDER
The checkout process is the most integral part of the purchase journey. This is the make or break of the whole ecommerce process. Fraud is rampant in the Internet, and users are slowly educating themselves on how to watch out for fraud and phishing sites. They value their personal information more than ever. If you have the extra budget, we suggest that you choose a trusted payment provider in your site. An excellent payment provider makes it easy for an ecommerce website to integrate its solutions onto their site, as well as it has the capability to accept online payments, globally.
It’s easier to get in and select a trusted online payment provider, like PAYMILL! PAYMILL isn’t just easy to integrate, but all of its added anti fraud and security features makes it an all-in-one package deal for ecommerce sites. Not only that, PAYMILL provides a dashboard merchant center analytics tool that lets you check your revenue growth and you can even do refunds, all under the safety net provided by PAYMILL.
Author bio: Kenneth Sytian is the owner of Sytian Productions, a web design company in the Philippines. Kenneth has been designing websites and developing web apps for more than a decade. He is the owner and the driving force behind the company.