We are living in times where we observe that electronic commerce is not only something that specialized companies like Amazon or Mercado Libre should have, but even for SMEs this is becoming a necessity because there will be situations (such as the current health contingency) that will force to have different sales processes in any industry, but there is also a key point that we will touch on in this article that can help you visualize where your business is going when uploading it to the digital world.
Do you sell online or do e-commerce?
You could tell yourself that it is the same, but for us they are different concepts, since they entail a different process and appreciation, which we have divided into the following points:
Those who only seek to sell online will set up an online store, upload their items/services showing what they offer without anything else to do, on the other hand, those who do electronic commerce will seek to have an impact on the user from the moment they enter, already be it with impressive banners, storytelling that awakens the customer's interest in purchasing, etc. We call this “love at first click.”
It is true that when selling you must awaken the need in the customer to purchase what you offer, but in the digital world you must also make the user feel as if they were really looking at the product. It's not just about giving it a name, photo and a description, the idea is to give the client an almost physical experience to the user , but how to achieve it digitally?
- Spend time writing detailed descriptions
- Add more than one photo from different positions (we recommend a minimum of 5). If you sell refrigerators, show it in a real space, not just on a white background
- How the product is used and/or received in photos and videos
- Real and relevant product information such as technical sheets, nutritional tables, materials, etc.
- 3D models
- Augmented reality
Remember that multimedia content is vital to create a better interaction with your products / services without having the customer in front of you like in a physical store.
Before choosing your payment processor, use it yourself! This will help you better understand the user and prove how difficult it is or not to complete the purchase. We have verified through analysis of our UX that many of the lost sales are found at the time of checkout since the fewer steps we ask the customer to take. make the purchase faster.
Below we list some processors that we recommend and why:
- PayPal: It is used to receive payments with Paypal accounts and although when using it it opens an additional window, the layout is recognized by its users immediately, remember that it is one of the processors that people trust the most
- Stripe: Its integration is located within the same Shopify checkout, so it does not redirect you to any other page, which helps not to lose interest or fluidity in the purchasing process (we take this opportunity to share that we have an article about this processor If you want to know more about it, paste the link of the article).
- Openpay: A processor with a variety of services from having a module for credit/debit cards, bank transfers, cash payments in stores and bank deposits. One of the advantages is that it has its own anti-fraud system which guarantees safe and real transactions.
- Conekta: An old acquaintance, but no less important for that reason. It has already become the processor for cash payments and transfers, most famous thanks to OXXO PAY
Shipping and delivery of orders
This is one of the areas that, as a store has less control (if you use a delivery service such as DHL, FEDEX, etc.), is where we must pay the most attention. We cannot trust ourselves and believe that everything will turn out well, since, although many parcel services are efficient, there may be setbacks during the delivery. We share these tips that can help you optimize your deliveries:
- Always check the shipments at the beginning of the day and also after half a day since the parcels have different scans and if there is any incident, you will be able to take faster action
- Separate by parcel in case you use different services, this will save you a lot of time if you have to contact them directly and be more precise in the information they request.
- Always have a record of customers to contact in case of any shipping incident. Although all eCommerce software such as Shopify, Magento, VTEX, etc. have your customers' information, it never hurts to have a CRM that stores all your customers' information.
For some reason, many eCommerce forget that contacting customers, resolving questions or a simple greeting completely changes a customer's perspective towards your store. To improve your customer service we recommend:
- Install autoresponders in your store chat and Facebook, some apps are:
- 1 Tidio Chat
- 2 Live Chat, Chat Bot, Cart Saver
- 3 Reamaze Liva Chat & Helpdesk
- Even if you have autoresponders, respond as soon as possible, activate alerts on your phone, tablet and computer, 1 minute late can make the difference between a happy customer or a very upset one
- Every customer is important, even if they have just one question about a product, or even if they have a problem with their purchase that they have not yet received, having a log or manual about cases and how to handle them is a good option for clear and effective responses.
- Have clear information about each case internally at the time of client contact, so a new case will not have to be made for each contact but rather continuous monitoring
Remember that you should focus 20% of your efforts on the design and content of your store, while the other 80% on delivery and customer service, since the latter will make the difference between users buying from you again or not. , recommend you to a friend, or file a complaint against your store.
At doos studio we believe that leaving customers with an experience is the best seal of electronic commerce . Let's grow our brands together, but also e-commerce as an essential part of the economy of our day.