With the proliferation of smartphones and tablets e-commerce volumes have exponentially increased year-on-year, but so has shopping abandonments. This has resulted in a huge loss for e-commerce players. The reasons could be a non-responsive website, unexpected shipping costs, lack of personal assistance when required, or reaching customers at multiple touch-points. What the players really lack is effective technologies that bridges the gap between e-commerce sales and customer service, a technology that can nurture customers at their preferred channel fostering advocacy at all levels.
This blog post will help you do just that. We will discuss the major e-commerce challenges that players face.
Challenge #1: Lack of Verification Measures
Once a customer signs up in an e-commerce portal, the portal is unaware about the customer except for the information he/she entered. the credibility of the customer is questionable. This heightens when the customer issues a Cash-on-Delivery (COD) purchase because the business is unsure whether the customer is genuine or not. These have resulted in huge revenue losses for many e-commerce players.
Challenge #2: Product Returns and Refunds
When products are returned because customers are unsatisfied with the product, it scars the business with the heavy loss of shipment and reputation. Cost of logistics has always been an issue for e-commerce players especially for those who deliver for free.
Challenge #3: Lack of Integration
Order management system, customer support system, dispatch system, order tracking system, etc are applications that can streamline the experience of the customer across the buying journey. But if these systems are disparate it could ruin customer experience.
Challenge #4: Customer Issues Going Unnoticed
Being in an industry where customers can take their business elsewhere in a blink of an eye, customer service goes a long way. E-commerce business receives a lot of inbound interaction with more than 75% being complaints or concerns. When these concerns go unnoticed, it compromises the standard of quality of your business and tarnishes your image.
Challenge #5: Customer Loyalty
The e-commerce industry is an industry where the cost of switching is pretty insignificant. A lot of players have lost customers because their rivals have a better quality of customer service or better discounts. Knowing that 86% of clients stop doing business with a company because of poor customer service, you need to ensure customer service is always a priority for your online business and part of your retention strategy. Customers demand consistent and seamless experiences across all channels, and players that refuse to deliver fail to retain customers.