Online buyers usually feel concerned when shopping on an online eCommerce platform they are unfamiliar with. By anticipating the customers’ main concerns and implementing trust factors, we managed to turn this issue into a strength for our clients.
Trust factors are third-party seals, badges, and security certificates showing that the website and the products are legitimate, legal and lawful.
We knew we needed to build trust with the customers, so we could convert more, reduce cart abandonment rates and increase customer value.
Therefore, we implemented a multi-layered strategy involving trust factors, social proof and a modern, optimised checkout.
Reduce cart abandonment rates and encourage customers to buy more
Land post-purchase upsells and raise the customer purchase value
Gain returning customers by offering deals and discounts to shoppers
Define a clear, mobile-optimised, distraction-free checkout journey with a responsive design
Customers’ concerns regarding private information
Customers are afraid of being stuck with a product they don’t like and not being able to return it.
Fear and anxiety when placing an online order from a relatively new brand that customers haven’t heard of before.
High cart abandonment rates caused by lack of trust and transparency at checkout.
We set out knowing that an online shop should look secure and legitimate from the first click. We knew clients would worry about their financial and personal information and abandon their cart at the first red flag.
So, we needed to make all these worries go away fast. There were three main layers to our strategy:
Over the course of 3 months, we saw a significant increase in website sessions per user and average session duration. So people were interacting more with the website.
Moreover, the website bounce rate decreased by 24%, so social proof and popups worked to make clients feel comfortable on the eCommerce site.
We saw a 15% increase in average monthly revenue and a 3.17% increase in conversion rates.
All these strategies ensured an overall increase in average monthly revenue and conversion rates. Moving forward, we are looking at even more engaging ways to communicate and assure clients of the trustworthiness and quality of the products on the website.