Digital Transformation April 30, 2021

Understanding What Your Consumers Want: Running a Successful eCommerce Startup

Written by Analytix Editorial Team Jagruti Patel

According to Statista, more than 2.14 billion people worldwide are expected to make online purchases this year. This figure is up from 1.66 billion global digital buyers in 2016. If you are thinking about starting your eCommerce business, consider beginning with understanding your customer base to help ensure your venture continues to stay relevant. Understanding customer needs can help you plan for different aspects of your business: site design and navigation, products or services listings, promotional communication, and other items.

As competition grows, it becomes vital for eCommerce site owners to:

  • Know who your customers are and their navigation pattern on your site
  • Satisfy customers by providing them with what they are looking for

Deploying an effective eCommerce venture allows your visitors to meaningfully engage with customers while continuing to address their needs for products and services. It is also important to provide customers with purchase options that help them make informed decisions. Here are three considerations that keep the customer in focus and can help boost success for your eCommerce venture.

Creating customer convenience

Ever since the COVID-19 pandemic made social distancing commonplace, the need for safe and contactless delivery has been increasing in demand. Putting systems in place for safe doorstep delivery of product purchases can go a long way in convincing visitors that your business places priority on customer convenience and safety.

Once you have established back-end systems for safe delivery, you should ensure your website communicates with visitors, helping raise the customer experience, building trust and a basis for returning business.

Establishing trustworthy payment methods

A trustworthy payment system gives customers reason to stay on your eCommerce website. Digital payments need to be simplified and the website tested periodically to ensure it is free of glitches. Experiences such as an unresponsive website or lack of acknowledgement for money transfers can contribute to loss of customer trust and decreased interest in shopping on your website.

Leveraging the expertise of professionals can help your eCommerce business offer a safe and secure payment experience. Professionals bring insight and experience that contributes to unmatched understanding of customer behavior.

Partnering with professionals also helps your business access data and analytics on visitor behavior and browsing patterns. This, in turn, can help develop processes to support customer retention.

Addressing refunds and complaints

Because eCommerce shopping lacks a live salesperson or representative, including prominently displayed contact information on the website can allow visitors to connect with your business. Good communication, beginning with product and service descriptions on your website, and continuing with clear and concise return and refund policies, are indicative of attentive business practices. They can help customers feel more confident about doing business with your firm.

On the back-end, ensure your eCommerce development includes an infallible system that is responsive and allows interaction between the visitors and the business. There are a number of ways this can be done: email, chat, phone, and mobile connection, for example. Choosing what works best for your current infrastructure can help, followed by building on capabilities as your business grows. When you leverage professional help for eCommerce deployment, your partner can help with insightful assistance on all aspects, including setting up the right customer communication channels.

Professional eCommerce assistance

A professional partner can guide your eCommerce business building and managing efforts, optimizing them and carrying out foundational work to set the stage for long-term growth. Given how eCommerce deployment is technology-based, professional partners can ensure your business will have assistance with troubleshooting, regular maintenance, and upgrading. Technology occupies a dynamic landscape and having professional assistance protects you from serious security breaches, without the need for expensive capital investments. In addition to systems security, professionals have the time and necessary resources to help track visitor behavior and leverage analytics to create customized eCommerce solutions.

Next Steps

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