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5 ways your e-commerce site is ruining your brand’s image

5 ways your e-commerce site is ruining your brand’s image

It's simple to understand how a badly designed, perplexing website could turn off clients. This, however, does not have to be the case. You may establish an online business that improves the user experience, increases revenue, and attracts new consumers with very little effort and time. Fixing these issues on your e-commerce site can help in five ways:

  1. unsatisfactory customer service
  2. Incomprehensible webpage navigation
  3. Incorrect or outdated information
  4. No up-to-date promotions
  5. Product images/descriptions do not match.

5 ways your e-commerce site is ruining your brand’s image

Let's take a look at each of these points individually...

unsatisfactory customer service

When customers need assistance, they want online retailers to be well-organized, functional, and helpful. They don't want to hear that "the website is experiencing technical issues" or that delivery will ship in a week even if it was intended to arrive the next day. Customers that have a negative experience with your e-commerce store will, unfortunately, inform their friends/followers on social media or leave a nasty review. Make sure your email support is available 24 hours a day, 7 days a week, and responds quickly to difficulties.

Customers should be able to contact online retailers via live chat if they require assistance right away. According to studies, live chat can increase conversions by 30%, therefore it's worth the investment. There are many solutions out there, whether you need a simple widget or a professional service, and they're all quite reasonable.

» Learn more: Read our explainer on Investing in top E-Commerce Companies 2022

Incomprehensible webpage navigation

Your online business shouldn't feel like a maze; customers should be able to navigate it swiftly and effortlessly. If you have too many categories, divide them into sub-categories that are easier to navigate for clients. This will reduce the time customers take to find what they're looking for and make your site more user-friendly.

Another option to improve navigation is to include product filters that allow customers to refine their search by size, color, material, price range, and other factors. Remember to have a functional search bar as well!

Incorrect or outdated information

If you want customers to return to your website and make purchases, you must keep it up to date. Furthermore, individuals require reliable information about the things they are considering purchasing. This includes things like pricing, availability, and features.

It's critical to keep your store up to date with accurate information on a regular basis and to assemble a team capable of handling consumer complaints and inquiries. You won't be able to gain as much traction if you don't update your store and get rid of the negative reviews (good reviews will bring in new customers).

No up-to-date promotions

Customers shop online to obtain the greatest prices. Customers will go elsewhere if you don't have any current sales, coupons, discounts, or other forms of promotions. There are so many promotional tools available that give various types of deals (flash discounts, limited-time offers, loyalty rewards, referral rewards, and so on) that finding one that fits your business should be simple. Don't forget to include free shipping as well!

And what good is a sale if you don't have any clients? Promotions can help you grow your consumer base and raise awareness of your online store. You want people to talk about you and refer others to you.

Product images/descriptions do not match.

Finally, keep in mind that your products should correspond to what visitors see on your website. Customers may be put off and post a poor review if the color or size is somewhat different than described. Conversions and, eventually, your bottom line will benefit from excellent photographs and correct descriptions of each product.

You can take a few steps to ensure that your online store is driving customers away from your brand rather than attracting them...

  1. Make sure your email support is open 24 hours a day, 7 days a week, and responds quickly to difficulties.
  2. Increase conversions by 30% by implementing a live chat option.
  3. Maintain an accurate product, price, and availability listing on your website.
  4. Advertise current specials (and don't forget about free shipping!)
  5. Double-check that your products match the website's images and descriptions.

While maintaining your online store may appear to be a lot of work, customers are critical to your brand's success. You risk losing customers to another online store if you don't do everything you can to keep them satisfied.

Receiving a bad customer review

All of the aforementioned scenarios frequently result in a customer leaving a negative review of your business online—on Yelp, Google, TripAdvisor, and other review sites. Ignoring a negative review is the worst thing you can do.

If your consumers feel you don't care about them or their business because you don't respond to their evaluations, other people who search up your reviews will get a negative image of your brand.

Make sure your company has an account on every major review website where it receives feedback, and keep an eye on it on a regular basis.

When you see a negative review, look at the details and figure out what went wrong before reacting. You can point out when the customer is dishonest or withhold information to explain your side of the story. In other instances, your company may have legitimately failed the consumer, but you may respond by apologizing and making things right for them.

Don't forget to read: Why is social media the e-commerce future?


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