With the launch of a new brand, its corresponding social media accounts and an e-commerce website, the competition intensifies – not just for the startups but the giants as well, albeit on a different level for both. And this is not to count the scores of unethical ones that erode the customer trust from the overall ecosystem. In such a scenario, how can a rather new website build credibility and ensure that the trust is not lost.
Trust is one of the most significant components of e-commerce transactions. Due to the immediate impact of social media on every aspect of the lives of consumers, including their buying decisions and preferences, the need to create brand confidence is much more important now. The lack of trust leads to poor retention rates, high bounce rates, and a high rate of shopping cart abandonment. The power of trust is aptly reflected in the following data – 95 percent of consumers are most likely to be faithful to brands they know, according to a Salesforce survey, while 92 percent of them are more likely to buy additional products from reputable firms.
We are listing here a list of items that will help you build credibility and trust
1. Add trust seals and certificates
Around 50 percent of online customers consider a website more secure if a security badge or seal is shown, according to a survey by Statista (2017). Payment security concerns are the reason behind why online shoppers abandon their shopping cart. Taking steps to infuse trust and minimize potential danger at the checkout will make a huge difference to buyers.
The clients will be ensured of data protection measures by listing the security payment gateways in the footer of the website. To ensure safety, add different types of security badges such as:
- SSL Certificates – Stable Socket Layer (SSL) guarantees encrypted contact between the browser of a customer and the eCommerce site from which they shop. SSL is technical protection for the websites that will have “HTTPS” along with a padlock in the URL. Websites with no protection will be flagged with an alert for visitors.
- Payment processor logos
- Money-back guarantee seals and badges
- Security System badges- McAfee, Norton, or VeriSign
- Third-party endorsement badges.
2. Display social proof
Social proof is a psychological principle that gets activated when we feel uncertain, we look to others for answers as to how we should behave, what we should think, and what we should do. For home pages, social proofing is highly critical as they set goals, offer a measure of reference, improve your messaging, and verify your statements.
Examples of social proof are:
- Testimonials – Visitors are given an “outside view” of the company and its products by showing testimonials on the website.
- Reviews and ratings – The reviews and ratings convince customers of the consistency of your goods as well as the brand name.
- User-generated content – Reinforce the user-generated content, such as user reviews, photos, comments, etc.
- Give rewards to the consumers for writing reviews
- Create surveys and share results – share the real stats on social media.
- Customer referral program – getting a referral from someone you trust means they had a good experience with your product.
3. Build trust in the products separately
Consumers now can quickly compare online goods and prices and read feedback and see what real consumers think. You really have to build online credibility with consumers with your brand and sustain good customer relationships to succeed in such a competitive climate. Consumers encounter more uncertainty in terms of the actual product. The following tips will help us present the product clearly:
- Best first impression – the website should showcase your product in an informative way across all devices. Invest in high-quality images to look professional.
- Show off – To help push their purchases, people rely on engaging visuals. Showcase videos related to the product such as usage instructions, guidelines, etc. Present photographs and videos of the goods from various angles so that the product can be fully studied by the consumers.
- Inform customers with all details – make available all the details about the product to your customer to prevent them from leaving your website to explore other avenues.
4. Provide detailed and transparent policies
Companies with clear, straightforward operational practices that are easy to understand are viewed as trustworthy and fair, which in turn attracts investment. The business practices need to be visible and readily available by potential customers so that they can be reached efficiently. Take a look at the following areas for your website.
- Clear Pricing Structure – Displaying clear pricing for your product or service will make your business practice more transparent. It should display any additional cost and other details such as details of the order, quantity, cost, etc.
- Clear Payment Options – Customers are very cautious about unfamiliar payment methods for their online purchases. Hence provide detailed and clear information.
- Accurate Product Detail – To avoid any confusion, provide as accurate information about the product as possible.
- Relevant shipping information – Including detailed shipping information for your item, such as the precise time, date of arrival, and from where it will arrive.
5. Build emotional appeal across all touchpoints
Any decision the customer takes consists of many emotional triggers that are conscious and subconscious. There are many emotional triggers that you can use to raise your sales significantly.
- Tell stories about your product with facts and figures – Give a sneak peek about what you are as a business in the ‘About us’ section of your website. Include pictures of employees. To connect with your customer, convey your objectives and inspirations behind the business.
- The Loyalty points program will ensure a long term relationship with your customers.
6. Provide details about customer service
Customer support for eCommerce refers to the assistance that you offer to online customers. Include customer self-service features like live chat when customers have quick or fundamental concerns to save time and manpower. Clearly display customer service number along with timings on the website.
7. Add contact information
The most significant currency e-commerce stores have is trust. Physical addresses and contact details are the biggest proof of that trust. ‘Contact us’ form reassures the customer that someone is listening to their feedbacks and complains. For the seamless process of getting connected with the company, provide a clear and detailed contact number, email address, and office address.
Overall, building customer confidence across e-commerce websites can seem overwhelming, but to be successful, brands must rigorously concentrate on it. But look at the finer aspect of fostering a lasting relationship with your customers. Use the above tips to create a credible e-commerce website and remove barriers to conversions.