You’ve had your e-commerce website up and running for a while now, and you have customers arriving by the truckload, but the sales are still poor. On closer examination, you see an eye-wateringly high bounce rate and a host of abandoned carts that tell you just one thing. Your potential customers are clicking away from your site after you’ve spent time and money getting them there because something is stopping them from completing their purchase.
This might all sound like a recipe for disaster, and you need to take action as this situation will likely mean the demise of your business. It isn’t unsalvageable, however, and you can start getting back on the right track by taking a few simple steps.
#1 Update your website with the latest e-commerce tools – tailor-made, no glitches, showcases products
The first place to look is your website. It might have been cutting edge when it was launched, but that might have a while ago, or it might have been a DIY effort from day one. Either way, it could be full of glitches and loading issues that do little more than increase your customer’s blood pressure and make them inclined to go elsewhere.
To change this poor state of affairs, you’ll need to get a specialist company to look at your site and, if necessary, migrate your current operation to something like Shopify or Magento. You could try a Magento London agency like MageCloud, which has a decade of experience and can do all the leg work for you. This way, your site will be back to its former glory and doing a much better job of keeping customers happy.
#2 Invest in chatbots or 24/7 customer service operatives
You can build on this by investing in customer service. One of the reasons why customers are bailing out mid-purchase is because they have a question that they can’t find the answer to, so are going elsewhere as a result.
By having chatbots available to answer simple questions or human operators to answer more complex matters, there’s no need for people to leave your site, and having good customer service is a great way to build your reputation and relationships with customers.
#3 Look to improve shipping cost and time
Another area worthy of your attention is shipping. A cause of abandoned carts on your website might be that they get to the end and find that it will cost them a small fortune in delivery charges or that they might not get it for 5–7 days, and they need it sooner.
Therefore, finding a new shipping partner might be needed to bring prices down or look at lowering the free shipping order value threshold. In addition, you could also look to introducing faster or express shipments so that customers can opt to receive orders that much faster.
So, to wrap everything up
Abandoned carts and a high bounce rate mean that something is seriously wrong, and it needs to be fixed fast. Your first port of call is your website, which could require an upgrade to cut down on glitches and boost customer confidence. Investing in customer service will help that further as customers will be able to get the answers they need and complete their purchases, whether it’s a question about a product or shipping.