Estimated reading time: 8 Min
Have you ever wondered what is the reason for a user to choose or not to buy in your ecommerce? There are not just one, but several factors that can drive the purchase, you may need to review some things or do something different from what you are currently doing.
It is often not enough to put all your effort and investment into launching your online store and having the best products, it is also necessary to carry out certain outreach, sales and service actions. Read each of the following tactics in detail and take action. It's time to attract customers, build loyalty and boost your sales. Get to work, start selling more and better!
1. Service is King
Studies carried out by the multinational American Express reveal that 68% of buyers state that attentive and pleasant service is decisive for classifying their shopping experience as positive and feeling an affinity for a brand, being knowledge of the product, listening to customer needs, attention throughout the process and compliance with the agreed conditions, both in the product and in delivery, the attributes most valued at the time of closing a purchase.
Did you know that more than 50% of buyers seek advice via chat before purchasing a product. The consumer should feel valued and important by your ecommerce From start to finish, make every effort to give it attention that it is difficult to receive in another store, this will not only allow you to attract new customers but also to build loyalty with existing ones and improve your retention rates.
How are your recruitment and retention strategies, is your sales team clear about the protocol for providing excellent service and how to address different situations that may arise with the customer? Strangely Enough, Many ecommerce they don't have this input.
As a recommendation, include in the sales pitch, terms such as:
- How can we help you? : 69% of buyers want sales agents to listen to their needs, with this question you demonstrate interest in the customer and concern for their particular case.
- What is your opinion? : allows you to identify what the customer expects from your ecommerce, what their experience was like and how to improve it, if so.
Remember to give your customers the service you would like to receive. If you want to know more about the retention rate and loyalty techniques, be sure to read our article: Retention rate over time Are you or are you not a returning customer?
2. Make fast deliveries, they are a great differential
How fast are the Mexican e-commerce deliveries? According to AMVO studies, 73% do so in a range of 48 to 72 hours. How is your ecommerce Regarding this range? Today more than ever, shoppers want to receive their Orders in the shortest possible time and they will have a strong inclination for the store that offers them the most competitive times, who wouldn't be delighted to receive their product the same day they buy it? How many ecommerce Are they doing it in Mexico? Find out in the following graphic:
This is where you should evaluate how your Logistic operation From when the order is generated until it is delivered to the customer and how efficient is it, does it meet the buyer's expectations or can you improve? What do you need to do it? If you don't have the structural and operational muscle, the best option will be to consider Outsourcing the service with a Fulfillment specialized in ecommerce How Cubbo, these companies have emerged as an excellent alternative to help ecommerce Of all sizes to improve your delivery process and customer service, through technology, generating lower costs and wear and tear than what the own operation would represent.
If you are looking to scale your delivery times and optimize processes, a key alternative is to rely on a Shipping platform in Mexico that combines technology with specialized fulfillment, ensuring that your customers receive their orders without delays and with greater satisfaction.
Learn more about the Fulfillment and how it works, in our article: Fulfillment the solution for loyalty in ecommerce.
3. Invest in post-sales strategies
How many of your customers ecommerce Are they recurring? Getting a user to buy from you for the first time is a great job, but your work doesn't end there. To ensure the sustainability of your business over time, you must make sure that they not only buy from you once, but several times, and that they are a loyal customer over time. How? Surprise him with a great after-sales service; win him over and show him that it's worth continuing to shop with you.
There are many ideas that you can implement, depending on your knowledge of the user, here are 3 good tips:
- Deliver the product with a small gift, personalized packaging or message for the customer.
- Monitor delivery to find out if the customer was satisfied with the order and the service, if they require advice with the use of the product or if they have feedback for improvement.
- Give them benefits by being part of your buyer base, so they don't want to leave it. For example, apply discount plans for the purchase of other products, or discounts for larger volume purchases, try packages such as: 10% discount for the purchase of the second item, 15% discount for the purchase of 3 products, etc.
Analyze and evaluate the possibilities, with good financial planning and strategic alliances, you can deploy different initiatives that translate into greater repurchases and returns on investment.
4. Offers free services or products
Most people are attracted to free products or services. Let's look at the following study:
According to research published by Forbes magazine, “a group of people were asked to choose between a very good quality chocolate candy for $0.15 and a poor quality chocolate for 0.01 dollars; 73% of people opted for the first option, the 0.15 candy. Then, the same experiment was carried out with different people, this time, they had to choose between buying the high quality candy for 0.14 dollars or taking the poor quality one totally free of charge. 69% preferred the free one.”
The previous one is just one example of the great power that the word “free” has in the consumer's mind, so you can't miss this option. In this case, and as we have mentioned in other of our publications, one of the most infallible strategies to promote online shopping is the Free shipping, one of the features most sought after by buyers.
If you handle it properly, offering this type of shipping doesn't have to affect your profitability, instead, it will be a strong hook in your sales message that will attract new customers. In the following graph we share with you the shipping options currently used by Mexican ecommerce, At what percentage free shipping is offered and some strategies that can help you provide this benefit without affecting your growth.
In addition to shipping, you can use other options such as delivering product B completely free of charge for the purchase of product A, or offering free samples, the latter depends a lot on the sector and is usually common in the beauty, perfumery and food categories.
5. Take advantage of email marketing
Messages sent directly to the customer's email are one of the strategies with the highest return on investment, and one of the best communication channels. This is how, according to studies carried out by Campaign Monitor with 1000 small business owners, email marketing ranked as the second most effective means of generating brand recognition.
Take advantage of the potential of this resource, considering the following tips that will help you improve your sales results:
- Personalize your messages, nothing better than the customer feeling, with their own name, that this email was designed especially for them. Collect as much information as possible about their preferences, tastes and interests and send them an email that matches these characteristics, not only will they identify themselves, but you will have a better chance of buying from you again. Consumers open emails with personalized subjects 50% more than other emails (Yes Marketing). Making email campaigns segmented by type of user generates up to 74% higher open rates (MailChimp).
- Make a list of your customer's needs or problems and add the words “How to solve” before each one, it will be a great attraction for them to open your message.
- Include exclusive offers and new products in your email template.
- Make your email provide value, don't focus solely on commercial content, the customer will value if you share information that is useful to them, that teaches them, that helps them find specific solutions. For example, if you sell dog food, send your promotions accompanied by content informing the customer how to take care of their pet, what vaccines they should take into account, when to bathe them, etc.
- Consider automated email marketing, an alternative that allows you to create email flows depending on the phase the customer is in, such as welcome emails, order tracking emails, reminders of offers about the products they usually buy, and others.
6. Optimizes and enhances the product description
Product descriptions are an essential element in your ecommerce, on the one hand, they contribute to your positioning in search networks, if they include the right keywords, and on the other, they help the customer to know and answer their questions about the product, to determine if it is what they are looking for and to avoid returns. The clearer and more complete they are, the better.
Remember to highlight in the description, the benefits and uses of the product; as a tip, it includes phrases such as: “Easy to use”, customers don't want to get complicated with complex equipment, they are looking for simple and effective solutions.
In addition to the text, you should consider other aspects. Have you ever heard the saying: “everything comes through the eyes”? An expression that makes a lot of sense, considering that through sight we tend to get the first impression of everything that surrounds us. Work hard to make your product photos attractive, well-lit, and taken from different angles. Images sell, and good photos have been proven to increase conversion rates.
Including other formats, such as 360 photos or product videos, also adds a lot of value to the description. According to studies conducted by the company Wyzowl, 84% of the people studied say that watching a brand's video convinced them to buy a product or service.
7. Promote your ecommerce
Get customers to your products. The following examples clearly show us why investing in promoting your site is a good tactic:
Research carried out by Think With Google, ensures that 51% of buyers use Google to search for information about a purchase they plan to make online.
On the other hand, it is estimated that social media users will reach 3.43 billion by 2023 (according to Statista), where more than 1.6 billion people will be connected to small businesses on Facebook.
Take advantage of the possibilities of selling your products online, take advantage of the pattern in these channels and the segmentation options that allow you to reach your target audience. Remember that you don't have to be on every network to be relevant, research where the audience you are interested in is, which network they consume and use to buy, that's where you have to boost your brand presence, to increase traffic to your ecommerce and capture new leads.
8. Apply the terms: “There are few units left”, “The promotion is valid until tomorrow”
Who hasn't happened to? When we want a product and we feel that we can run out of it, we develop more urgency to buy it, even if we had doubts, they tend to break down quickly when we think that there are the last units left, that another user can come forward and leave us with nothing or that we may miss a super discount.
Have you applied this sales strategy? If you have done so, you will agree that it is a winning technique, if you haven't, test your results, select one or certain products and put it into practice, together with your sales team.
Be intelligent and selective, go step by step, because you cannot apply the strategy of a few units for all the products in the store, it could affect the credibility of your business and convey the feeling of poor inventory management on the part of the ecommerce.
9. Have limited-edition products
Feeling exclusive and different is an ideal that motivates many buyers, in most cases, people want to stand out, differentiate themselves from others. If you can do so, consider having a category of products listed as “New”, “Novelty”, “Limited Edition” or “Personalized” in your ecommerce, you'll be surprised to know that many users are looking for this type of item and are even willing to pay more in exchange for exclusivity.
10. Keep these latest recommendations in mind
- It makes the registration and payment process easier, the simpler and more accessible to everyone, the better. It clearly shows the shipping costs and times.
- Apply remarketing strategies. A high percentage of users don't buy on their first visit, they target ads to these potential customers and encourage them to convert.
- Abandoned carts represent a high percentage of lost sales, send reminder emails, and include benefits such as free shipping to encourage buying.
- Check the responsiveness of your page, a large percentage of visits occur on mobile phones; in 2019, they generated almost half of the world's web traffic (Statista).
- Check the load time of your page, websites that take time to load generate lost sales and high bounce rates. The first 5 seconds are essential for the customer to stay or leave the site.
- Research your competition, identify good practices and enhance or improve them in your ecommerce, it's not about copying, it's about doing the things that work.
We hope that all these tools will be useful, implement them and measure their results, it's the only way to determine their effectiveness. Test, experiment and identify what works best for your goal of increasing sales of your ecommerce exponentially.
If you are looking for an ally to help you improve your delivery process, enhance your compliance and the satisfaction of your customers, do not hesitate to contact us, we are the best fulfillment center for ecommerce in Mexico and Colombia, You Just Have to Click Here.
Sources:
Zendesk / Forbes / Printful / Salesandorders / Cyberclick / Cyberclick / Kyocera document solutions / Rockcontent / Hubspot
