Nobody is perfect, but in the world of e-commerce every little detail counts. That’s why it’s very important to always carry out reviews of your online store to ensure that everything is running smoothly and to correct any errors that may exist.
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To give you a hand, in this article we want to tell you about the most common friction points in e-commerce and how to solve them ; that is, the most common obstacles that consumers usually encounter in this type of environment middle east mobile number list and that prevent them from successfully completing a purchase.
Most likely, at least one of them is occurring in your online store, but don’t worry because here we tell you the keys to overcome it.
5 points of friction in e-commerce and how to overcome them
1. I want to, but I can’t contact you!
Twilio ’s 2023 Relationship Economy Report has shown how important it is for consumers to be able to contact brands. No less than 39% of Spanish Returns a nightmare consumers contact companies when they have a problem, with the phone being the preferred channel for contact . In addition, speaking to a human remains a preference, even if it means receiving a slower response.
In this sense, you can already imagine how important it is to provide the customer with this contact. However, many brands still do not solutions for effective b2b sales work much on their contact section in the different channels in which they have an online presence.
In this sense, we recommend that you do not enable a single contact channel , but rather provide different options (telephone, email, WhatsApp, social networks, etc.) so that each consumer can choose their favorite.
As you have seen in the data in the report the
human factor in customer service is Returns a nightmare essential. However, with this we are not telling you that you should do without tools such as chatbots . These can be really useful to reduce the workload of your teams and allow them to spend more time resolving complex queries. But we do recommend that you always enable the option in chatbots to speak to a human when Artificial Intelligence is not able to solve the problem.
Finally, as a prevention method, it is very interesting to facilitate the resolution of problems without the user having to contact you, which is more convenient for both the user and your customer service team. In this sense, you can create belgium business directory a section on your website with frequently asked questions or FAQs where you answer the most common questions of your customers.
