In today’s eCommerce, customers are used to watching reviews before making a purchase and pay for it with interest-free instalments. It’s a sad thing that genuine retail values have become seemingly less and less valuable, especially when it gets caught in the midst of comparison shopping.
But the good news is, detailed information drives better sales. Helpful and authentic information is a sort after ‘ranking factor’ by the search engine, which is also what online shoppers need to make informed purchases. The challenge for moving brick and mortar online is how to preserve rich customer service experience and product knowledge, then reflect them in their online shop.
So put your foot in customers’ shoes, especially those who have little to none awareness about your products or brands. Make a list of doubts your customer may have and address them accordingly. To help you get started, this is what we recommend to stay informative when serving online customers:
- Make your store trustworthy, such as:
- Have a clear branding guideline
- If you’re only targeting the domestic market, use domestic domain instead of international domain
- Display physical address
- Use SSL with business validation
- Use well know payment options
- Make refund policy product warranty prominent on home or product page
- Use professional high resolution product images/videos with plenty of details
- Write authentic product descriptions to cover most of the important aspects of your products
- Use how to videos to instruct customers
- Make your contact details easy to find
- Use help desk such as Live Chat
- Display genuine testimonials and product reviews
- Have an online marketing calendar so your marketing activity can stay consistent
