All online retailers experience shopping cart abandonment. Do you understand why your shoppers who start the checkout process leave before completing it?
Here are 2 factors to consider: technical aspects & buyer purchase barriers
1. Technical aspects
Your customers may be experiencing difficulties when purchasing on your website. Usability issues can impact online shopping cart abandonment. Key factors to investigate, identify & rectify are:
- Which page or pages have technical difficulties?
- Which elements on this page are creating the difficulties?
Your web development team will be able to identify these and work on the solutions to reduce the abandonment rate.
Steps to consider –
- Desk Research: Analyse the data from your website, check Google analytics and see where the “potential online buyers” are dropping.
- Online market research: Create an online market research campaign. We can help you to set up a questionnaire and e-mail it to the shoppers who are leaving the shopping cart prematurely. Alternatively, a pop-up window could be displayed on your site when the buyer attempts to abandon the cart. The data is collected and analysed, thus if there is a technical fault it can be detected and fixed.
2. Buyer Purchase Barriers
Shopping cart abandonment may occur for numerous reasons: change of mind, too much information required, shipping enquiries, not enough product information, etc.
The best way to reduce the buyer’s purchase barriers is to provide an online customer care service. You can do this simply by providing:
- 24/ 7 Live Chat Support: Visitors to your website can use Live Chat to get information from a real person about your products and services.
- 24/7 Telephone Customer Support Line on Website – Website users can phone to get assistance during the buying process, whilst simultaneously placing the order online.
Arema Connect is currently providing an integrated service for customer care and market research service to our Ecommerce clients. When a client contacts us with an enquiry we perform a “market research conversation survey”. Our aim is to answer the client enquiry and collect enough information to detect trends of website elements at the same time. In this way, we can support current and new client’s requirements.
For more information please contact us, Call us now at +44289 57 57 275 (UK) / +35321 482 4300 (Ireland) or email info@aremaconnect.com to discuss your requirements with us.
In this blog we have talked about:
eCommerce Read more – Market Research Read more & Customer Care Read more
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