The press keeps on discussing the sudden growth of e-commerce during the pandemic. In the meantime, experts claim that back in the summer of 2020, e-commerce had already exceeded the threshold of $52 billion—a number that had been expected in only 6 years. Next year, it’s estimated that the e-commerce industry will reach $6.5 trillion.
Such rapid growth has significantly increased customer expectations. According to an IBM survey, 70% of the 18,980 respondents claimed that they look for proposals reflecting their needs when choosing a seller.
Therefore, the businesses currently preoccupied with e-commerce have something in common. They aim to not only actively expand their activities but also preserve their clients under fierce competition and reinforce their confidence in electronic shops.
To help achieve these goals, we’d like to share 3 tips to increase the clients’ trust in your goods and services.
1. Ensure positive shopping experience
According to a Forbes study, 81 % of the respondents indicate that they usually try the goods and services with which their friends and family are satisfied. In the meantime, while shopping in electronic shops, 31 % of the consumers are now more than ever inclined to read feedback about goods and services.
This shows that a positive shopping experience is one of the factors determining the clients’ overall attitude and the recommendations as a word of mouth and feedback both on public and private platforms. Hence, it’s vital to maintain a close collaboration with your clients by showing interest in their opinion on the goods, the process of placing an order, and receiving the service even after the delivery of goods, immediately reacting to emails, feedback, and comments on social platforms. This will show the clients that you care about their needs and help ensure a positive shopping experience.
One of the most important elements of the shopping experience is the very moment of receiving the goods. In this case, logistics partners contribute greatly to the positive evaluation of the shopping experience.
“The process of shopping in an e-shop and placing an order is followed by the final and most important stage: the delivery of the goods. By receiving the parcel through a courier, pleasant and helpful service is one factor determining positive feedback. Hence, we train our couriers at the Venipak Academy, improving communication skills with clients, learning about crisis management, and safe and polite behaviour. In addition to this, after receiving the parcel from the courier, clients have an opportunity to leave feedback for the courier. This helps us find out what we need to improve.”
Justas Šablinskas, CEO at Venipak
2. Responsible business partnerships reinforce clients’ confidence.
As the volumes of e-commerce are increasing, e-sellers face a challenge — a shortage of premises and warehouses suitable for storing the goods. Yet, part of this burden may be entrusted to reliable partners offering parcel delivery services.
For instance, Venipak e-commerce fulfillment helps businesses by taking away the burden of storing goods, order administration, packaging, and shipping processes. Without the need to take care of storing, businesses save their time and focus on developing and optimizing their services instead.
By establishing a partnership, you can solve the problem of storage of goods and preparation for shipping. You can also offer your clients the most convenient ways of delivering the parcels. Since receiving the goods is one of the most important aspects of booking online, 62% of US consumers think it’s specifically fast delivery that positively influences the company’s image. Therefore, it’s essential to choose a partner that would ensure fast and timely implementation of your business and your clients’ expectations and suggest multiple options for parcel delivery.
“Courier services and their couriers act like a bridge connecting the client and e-commerce business. Therefore, by taking responsibility, we constantly seek additional parcel delivery possibilities that would facilitate both our clients and their buyers. For instance, by choosing delivery with Venipak in e-shops, you can choose to have the parcel delivered to your home both on Saturdays and business days until as late as 10.00 p.m. Our pick-up points are established in places very convenient for the shoppers, and the widely expanding network of contact-free terminals provides an opportunity to pick up the parcel not only fast — in just 3-5 seconds — but safely, without touching the screen.”
Justas Šablinskas, CEO at Venipak
3. A memorable shopping experience comes with high-quality packaging.
Upon receiving the parcel, the first thing customers see is the packaging. According to research, an original package of the parcel with a brand logo can increase the business’s interest by as much as 30%. In the meantime, if the goods arrive in a personalized package, 55% of the consumers are inclined to buy from the same brand for the second time.
Therefore, pay attention to packaging: a brand logo, company slogans, a personalized message to the consumer. This will help your client create a positive impression about your business and show how you position yourself in the market—as a luxury brand, a sustainable business, etc.
But remember to take care of the functionality of the package, too. Impact-resistant packaging, protection measures, careful sealing of the package will show your clients how seriously you take their order. This will help build trust in your business.
“Before choosing the package for the parcel, we recommend evaluating the size of the goods and their specific characteristics — if it is bulk, fragile, or sensitive to moisture material. Fill the package’s space with materials like paper, foam, air bubble wrappers, or newspapers to protect the goods from environmental factors… Finally, to ensure maximum sealing of the package, remember to seal the exterior with an adhesive tape in at least three spots of the package.”
Justas Šablinskas, CEO at Venipak
To sum up
Listening to the clients’ needs, encouraging feedback, and collaborating with reliable partners throughout the entire trip of the order are the steps to build a trusting relationship with the clients. We hope these 3 tips on reinforcing the clients’ trust in e-commerce businesses will continue to cherish the relations between you and your customers successfully.