How to Build Trust in Customers in E-Commerce

Online scams are on the rise and can sometimes be difficult to spot. This makes it challenging to trust online stores, especially if the store had just recently launched or just hasn’t been around for a while. When your business revolves around e-commerce, you don’t just stop at creating a professional website. You still need to convince people why they should buy your products, and one way to do that is to build trust.

Most people only buy goods and services online from a prominent store or when someone they trust recommends a store to them; thus the need to build trust in customers in e-commerce. But building trust will differ for each business as what works for one may not work for the other. In this article, we break down the ways on how you can build trust with your customers so that you can steadily grow your e-commerce business.

Enrich Your Website

You should start with working on your site’s design and content since it’s the first thing potential customers will notice. Aim to create a positive first impression for new customers on your site. Make your website look well organized and professional by providing up-to-date information, captivating imagery, and an interface that’s easy to navigate through. Similarly, you should ensure that all information on your site is accurate and that all links are functional.

In addition to having a well-designed site, create a clear About Us page. You may include your company’s credentials, awards, certificates, goals, mission, contact information, physical location, and how old the business is. Most people will go through the About Us page to help them learn more about your company and decide whether they can trust your site or not.

Include Your Social Media

Social media is becoming an essential part of every business. So if potential customers can’t find you on any social media site, it makes your website seem less credible. The thing about social media is that you don’t just stop at creating an account; you need to show constant activity, engage with your followers, and work on drawing new eyes on your brand. Of course, you should only post on your social media accounts what’s available on your site.

Furthermore, having social media accounts will also give influencers a chance to promote your products or services. This creates awareness for your brand and enhances people’s perception of your site. It also serves as a platform of mutual discussion for both online stores and their customers.

Practice Transparency

Be straightforward with your services and products. It goes without saying that your product description should match what you are offering. Get your products to reflect your brand and only use high-quality images and videos to showcase them. If there is any change, even if it’s just in the picture’s size, include it in the product description as well.

Withholding essential information such as your return policy and delivery policy until the last minute is not recommended. You should inform potential customers of these policies upfront instead of hiding them under multiple layers of navigation. Provide customers a practical process that they can easily navigate through and reciprocate.

Provide Prompt Customer Support

When you run an online site, fast communication between you and your customers should be one of your top priorities. Without a physical store, customers need to know that they can get in touch with you to make inquiries or orders, and even returns if needed. If you can’t manage this by yourself, hire a reliable team who will respond to customers on all your platforms. Choose a reliable platform where your customers can easily reach you, and make sure to include all your contact information and social media accounts on your site.

Do as You Say

Most of us are familiar with, if not first-hand victims of, buying something online and ending up receiving an item that is least what we expected. Because of this experience, you probably ended up not trusting or purchasing anything from that store again. Meet your customers’ expectations by providing exactly what you advertise.

It is normal to get a bad review once in a while but when you do, you should take responsibility for it. Discuss openly with your customers about product specifics (that should already be on your site) and anything else that can be done to make them feel like they weren’t cheated. Validate your customers’ opinions and try to offer solutions to rebuild trust with existing customers whilst showing new customers that they can trust you.

Bottom Line

Building trust in customers in E-commerce will go a long way in growing your brand. When people trust your brand, they will keep coming back and even make referrals to their friends and families. Work on your site’s image, provide accurate information on your products and services, and include pictures and videos where necessary.

Be prompt in responding to inquiries, suggestions, and complaints, and don’t let the negative reviews overshadow your brand. Have active and engaging social media accounts that reflect what your brand stands for and represents. And remember, building trust will take time and effort, but it will be worth the struggle in the long run.

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Eliza K. from Swift DevLabs

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