Frequent Shopping Cart Abandonment Reasons - And How Good Customer Experience Helps
Nothing hurts more than your visitors leaving empty handed, right at the time of check-out, leaving their shopping carts abandoned. It gives out a message that perhaps your customers are not happy with you and there is something seriously wrong with your services. But, in online shopping, the quality of your products has nothing to do with shopping cart abandonment; it is all about how good your online customer service is. Customer experience is a crucial metric for the success of any e-store; it determines your conversion rates and also decides how much revenue will be generated through sales. The core reason for shopping cart abandonment is a bad online service coupled with a poor customer experience. Let's have a deeper look as to why your customers are leaving empty handed and are abandoning their shopping carts:
Your Product Description is Not Sufficient
What happens is that many times visitors put a product in their shopping cart and later discover that it does not have what they wanted. And, when they figure it out, they leave without making a purchase. For example, let's say a woman buys a moisturizer from your beauty shop, but when she is about to check out, she gets to know that the product is not for oily skin. What would she do? She would probably leave. Similarly a person who buys a pair of shoes and later discovers, while checking out, that it has extra tax on, would leave the shoes behind. The point is that all the important things that your visitors would want to know about a product must be on its description.
Your Checkout Page is Complicated
Fill this and that, and then provide xyz information- if your checkout page is full of such requisites, it means bad news. A majority of visitors leave at the time of checkout only because the checkout procedure is complicated and full of hassles. How well designed or described the check-out page is, also plays its part. When customers get confused, they get infuriated and leave. So, if you want the cart abandonment rates to fall, kindly work extra hard on your check-out page and make checking out a simple, convenient and fun experience for the shoppers.
You Lack an Assistance Channel
Providing a live assistance channel will solve more than half of your problems. See, the main reason for a low conversion rate is that the visitors cannot get their queries solved. When they cannot find what they are looking for and do not have sufficient information, they would leave. However if they do have a platform for instant communication, they would immediately get all their doubts cleared and would proceed with their transaction. Real time assistance would really come to use in the checkout page where most of the customers leave their carts. Any problem related to the product or your service that a visitor might be having, could be solved in less than a minute.
In order to ensure greater sales and to decrease the rate of shopping cart abandonment, you must focus on enhancing customer experience by making online transaction and checking-out, a simple procedure.
Your Product Description is Not Sufficient
What happens is that many times visitors put a product in their shopping cart and later discover that it does not have what they wanted. And, when they figure it out, they leave without making a purchase. For example, let's say a woman buys a moisturizer from your beauty shop, but when she is about to check out, she gets to know that the product is not for oily skin. What would she do? She would probably leave. Similarly a person who buys a pair of shoes and later discovers, while checking out, that it has extra tax on, would leave the shoes behind. The point is that all the important things that your visitors would want to know about a product must be on its description.
Your Checkout Page is Complicated
Fill this and that, and then provide xyz information- if your checkout page is full of such requisites, it means bad news. A majority of visitors leave at the time of checkout only because the checkout procedure is complicated and full of hassles. How well designed or described the check-out page is, also plays its part. When customers get confused, they get infuriated and leave. So, if you want the cart abandonment rates to fall, kindly work extra hard on your check-out page and make checking out a simple, convenient and fun experience for the shoppers.
You Lack an Assistance Channel
Providing a live assistance channel will solve more than half of your problems. See, the main reason for a low conversion rate is that the visitors cannot get their queries solved. When they cannot find what they are looking for and do not have sufficient information, they would leave. However if they do have a platform for instant communication, they would immediately get all their doubts cleared and would proceed with their transaction. Real time assistance would really come to use in the checkout page where most of the customers leave their carts. Any problem related to the product or your service that a visitor might be having, could be solved in less than a minute.
In order to ensure greater sales and to decrease the rate of shopping cart abandonment, you must focus on enhancing customer experience by making online transaction and checking-out, a simple procedure.