Adapting to the Amazon Era

Small businesses that fail to adapt to the way today’s buyers shop will feel the biggest pinch. As of 2019, online shopping accounts for about 12 percentof all retail sales. Even when shopping in-store, most consumers go online to find local businesses.

That means it’s more important than ever for small businesses to have a web presence. Even if your business doesn’t do e-commerce, a simple brochure sitegives customers a place to learn about services, locations, and contact information. If you are selling clothing, cosmetics, electronics, or another shippable product, a full-fledged e-commerce website can help you to grow your business’s reach and sales.

Websites aren’t effective when they’re not pleasing to look at or easy to use. Nearly half of all consumers say they gauge the credibility of a website based on its visual design. A smooth user experience matters too, and broken links or confusing navigation are enough to turn shoppers away. Don’t cheap out on this important business tool. Follow Upwork’s advice and hire HTML developers that have the right front-end and HTML coding experience to help you create a dynamic and engaging website that meets all your needs and serves your customers well. These developers should be experienced in web fundamentals (e.g., CSS, JavaScript) and in UI/UX design concepts. 

Can Free Shipping Be Affordable?

Small businesses that do have an e-commerce component have to compete with Amazon’s convenience, but they don’t necessarily have to mirror it. Fast and free shipping is important to customers, but small businesses worry it will cut into their bottom line.

Small businesses can compensate for slower shipping by providing accurate shipping estimates at checkout and emailing customers with tracking details as soon as an order is shipped. A package might take three to five days to arrive instead of Amazon’s one to two, but the prompt communication keeps customers in the loop and so they’re never left wondering.

As for shipping costs, the best approach is building them into product costs. Customers may be reluctant to pay an extra $10 at checkout, but they’re willing to spend 16 percent more on products at retailers who have superior customer experience. If you deliver in other ways, shoppers won’t blink at your slightly higher prices.

Delivering the Customer Experience

Businesses that want to charge a premium need to actually deliver on customer experience. Shoppers don’t hesitate to shun a small business when they have subpar service — one in three say they’ll stop doing business with a trusted brand after a single negative experience.

One service area where small businesses fall flat is efficiency. Consumers like shopping at small businesses for the personal touch, but they can get frustrated when they feel businesses don’t value their time. Improving order fulfillment and shipping speeds solves that problem in e-commerce, but shoppers are still dissatisfied with long wait times in brick-and-mortar stores. As tempting as it is to minimize staffing costs, an expedient, knowledgeable staff is the foundation of in-store customer service. Businesses can also show they value shoppers’ time by making returns easy and offering to ship items that are out-of-stock in-store.

Beyond speeding things up, small businesses can improve the experience through multi-channel customer service. Today’s shoppers don’t want to call for help. Instead, they prefer self-service tools like knowledge bases or social media. Hootsuite offers tips for keeping social media customer service manageable as a small business.

Your small business may never be a fraction of the size of Amazon, but that doesn’t mean you have to admit defeat. Buyers are still shopping at small businesses, but they’re growing choosier about where they spend their dollars. By delivering great service online and off, you can ensure your business stays at the top of shoppers’ lists.

Importance of good customer service

Consumers have extremely high expectations when it comes to customer service. A recent survey by Business Insider discovered the 60% of US consumers didn’t complete a transaction due to a poor experience and that 66% of US consumers will actively pay a higher price to shop with a company that provides a high standard of customer service. With this in mind, there is clearly a lot at stake for ecommerce retailers to provide the best possible shopping experience and after sales care.

Customer service before the sale

Before you can convince a visitor to part with their money, it is essential to create a smooth shopping experience. We have highlighted a number of key areas below.

Easy Product Finding

Different shoppers like to use ecommerce sites in different ways. For example, some people prefer to use the onsite search, whereas others will use the navigation or rely on recommendations. It is therefore essential that you have all of these bases covered. If your onsite search is not up to scratch, look to incorporate a third party extension or plugin. Make sure that you have a simple to use product filtering function on your category pages. And also make sure that your related product recommendations are well maintained.

Clear and visible delivery and returns information

When a customer is going through the process of determining whether to make a purchase, they need to know how much any added extras will cost and how easy it is to return items once they have purchased them. Having a clear and visible delivery and returns policy always visible will solve this.

Free Delivery

Further to the above, offering a free delivery option either on all purchases or above a certain spend level can further incentivise a browser to become a shopper.

Flexible delivery options

Online shoppers are also looking for flexibility when it comes to delivery. For example, they might be happy to pay for an expedited same or next day service or they may find a click and collect more suitable for their needs.

Fast site

A slow loading website can be a conversion killer. If your site is too slow, you will be leaking customers and it can also have a negative impact on your Google rankings.

Mobile experience

More people shop on mobile devices that on desktop. It is therefore essential that your mobile experience is fully functional.
Customer service after the sale

Once the purchase has been made, the traditional after sales care will kick-in.

Multi channel support

As with browsing, different customers will expect different channels of communication. It is therefore important that you have a number of alternative methods for customers to submit enquiries, questions etc. These are: Livechat, telephone, email (have this connected to a support ticketing system) and social channels.

Listen on social media

Sometimes a customer might try to reach you directly or indirectly via social media. It is important that you have a customer service representative listening to your social channels so that they can pick up and deal with any complaints and queries before they escalate.

Fast response to query

It is sensible to publish a reasonable response policy on your website, however, you should always strive to beat it. The faster that you can respond to a message or query, the less time the customer has to post a complaint online. This should be taken into account during the traditional seasonal busy periods, planning for this and hiring extra temporary support staff can be sensible.

Delivery problems

If a delivery problem occurs, do whatever can be done to take the pressure from the client. Contact the courier company on their behalf and do what you can to remedy the issue. If the delivery is delayed and the customer paid extra for faster delivery, you should refund this charge. Further to this, you should offer an extra incentive such as a free gift or discount with their next purchase.

As we have seen, there are many ways to enhance the pre and post purchase experience in order to have a positive impact on revenue and general customer satisfaction. Now is a good time to review your existing processes and see if they where they should be.

David is a Director at Best Response Media. They provide innovative Magento ecommerce and digital marketing solutions from their offices in Central London.