You launched your ecommerce website to great fanfare, hoping to see sales soar. And yes, overall, your sales have been good. But did you ever stop to think about how much money customers aren’t spending with you? A recent poll by Virtual Hold Technology uncovered a lot of hidden frustration on consumers’ parts (and a lot of lost sales on businesses’). Apparently, three-fourths of online shoppers have been so frustrated with a website that they left the site without buying—even after putting items in their shopping carts.
Why are these shoppers getting so frustrated? About 75 percent say it’s because they couldn’t get adequate customer service on the site. Among the problems they wanted help with were not being able to use promo codes or gift cards; questions about product availability or features; and questions about shipping and return policies. Problems with the site itself, such as being slow to load or not being able to log in to an account, were also on the list.
How can you make sure your online customers aren’t heading to a competitor in their frustration? Some basic practices can help.
By implementing these steps, you should see your shopping cart abandonment dwindle and your sales rise. The mentors at SCORE can help give you other ideas for optimizing your ecommerce site’s performance. Don’t have a mentor? Visit the SCORE website to get matched with one now and get free mentoring 24/7.