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The psychology of eCommerce Checkouts: how to get your customers to reach the Thank You page

The psychology of eCommerce Checkouts: how to get your customers to reach the Thank You page
Mohab Customer Experience 0

The psychology of eCommerce Checkouts: how to get your customers to reach the Thank You page

It’s a long journey that your customer takes from discovery to purchase while moving through your sales funnel. During this process there is many a slip between the cup and the lip. Sometimes high potential customers fall through the cracks and leave eCommerce companies wondering where they’ve gone wrong.

You can either make an educated guess on understanding your customers psychology. Or you could analyze patterns in behavioural data to understand and view things from your user’s perspective. In either case, we’ve seen companies keep a close eye on every step of the funnel, scrutinizing their customer’s every move. Here are some tips on the psychology of online checkout that’ll help your customer reach the ‘Thank you’ page successfully.

Discovery

In the online world, being found is equivalent of ‘existing’. If your customers can’t find you, then you don’t exist for them. The sales life cycle starts at this early stage where you take a series of steps to optimize your entire website and especially product pages to ensure customers can find you online.

Category Page design

The category page is an important step for your customer who is deep in the decision-making process on whether or not to make a purchase from you. This is the page that presents them with an array of choices and should be easy to navigate and understand at a glance. It is a page that will either push them to choose a product and keep moving in the direction you want them to… or it will make them bounce right off. The category page must display the most essential information about the product which is the way it looks (image), the name and the price along with discounts if any.
Along with this, there should be easy filters for price, colours, brands and features on the left that allows users to sort and select.

The Product Page

Here’s where the devil lies because here’s where the details truly matter. Most customers will make a purchase decision within 90s of seeing a product. That is a whole one and a half minutes that you have to impress and floor them. In internet time that quite a lot, so you need to make it count.

a) Offer different product views:
People would love to get a ‘feel’ of the product as much as possible before they buy. Is that scarf red or deep orange? What would it feel like to carry that leather purse? Most people try to find answers to these questions by zooming in and trying to get as close to the product as possible from different angles. Some eCommerce websites have seen a 58% increase in sales by simply adding different views of the product.

b) Add as much details as possible in the description:
The very fact that someone has clicked into a product is that they want to know more. Here’s where flowery creative language can be used to convince that there is truly no product like the one they are holding. From colours to sizes, manufacturer details to delivery time, history to usage, provide detailed description on how the product works and how it is a must have.

c) Add a video:
Video is one of the most powerful tools to include in your product detail page. It can be a how-to video, an ad or just a fun video around the product. Any of these are likely to increase engagement from the user. Surveys show that 50% consumers are more confident about their purchase decision after watching a video and they are more likely to return to the website too.

Checkout page design

Checkout pages are notorious for having the highest drop out rates in the sales funnel. These are pages where customers tend to discover hidden charges, feel bored to give out detailed information or may even suddenly face trust issues if they feel the process isn’t as secure as they want. Here’s what you can do

a) No hidden charges
Ensure that your product detail page has all the price info including taxes, shipping and any additional charges (like gift wrapping, express delivery) etc. This will leave no unpleasant surprises during checkout

b) Clearly mention delivery locations
If your product has delivery location restrictions, allow customers to check this in the product detail page before they proceed to checkout.

c) Keep the process simple
Checkout isn’t the place for you to collect your customer’s biodata. Keep the info simple, leading and quick so that people can move through the process quickly.

d) Offer fully secure payment options: Check out the best payment options that your customers want. If many prefer Cash on Delivery (CoD) over cards, you’ll probably have to go the extra mile to ensure they get to pay you the way they want.

e) A great thank you page
Once your customer has brought a product, make the Thank you page engaging with the right information on the product, billing, expected date of delivery and what else they can buy from your site.

Post purchase communication

As a part of procedure, ensure that you send a Thank you email with the purchase details, a communication number if they have any questions.

This purchase is just the beginning. Be prepared to start the serenading process all over again.

7 years ago
7 Mistakes to Avoid When Starting an Online Business
Mohab Growth Hacks 0

7 Mistakes to Avoid When Starting an Online Business

Starting an online business can be an exciting venture for any newcomer to the e-commerce industry. So while the thrill of setting an online shop and managing your online business with ease can make it seem like a walk in the park, it is important to refrain from committing the following mistakes that could set you back or ruin the chances of growing your business:

  1. Lack of planning:

The number one most important thing when starting an online business is having a business plan. Walking into a business venture without any action plan is risky and reckless.

  1. Paying attention to tiny details:

Little details can be very distracting from what’s important and can sidetrack your focus, this can lead to wasting valuable time.

  1. Not making money a concern:

You should always be wary and know where funding will be coming from, startups don’t profit from the beginning but experience a lot of losses. Financial plans are important.

  1. Not valuing your product or service:

If you are selling a product or a service, it is imperative to set a price that can end up gaining a good profit.

  1. Not prioritizing customer service:

Your customers are what will give you the profits you seek, ensure they have a good experience. Nobody wants to buy from the business with unimpressible customer service.

  1. Not hiring early:

Hiring early is a positive factor because it will allow you to match the skillsets and personalities and ensuring you have a solid team and company culture when the business picks up.

  1. Underestimating the focus and commitment needed:

It will take a lot of effort and focus to start your business, so you can only imagine the effort needed when running the business. Make sure your focused enough the achieve your goals, multi-tasking might not work for everyone. So dedicating the time for this is highly important for proper management.

All online businesses have the potential to succeed through hard work, dedication, smart planning and of course, the right online payment facilitator for their business. With PayTabs, we are dedicated to empowering and enabling our merchants with all the payment platforms required to accept payments and grow their business. To test the power of PayTabs’ platform, you can sign up for a free demo merchant account. For more useful tips and tricks, you can stay up to date with our posts by signing up for our blog alerts as well.

8 years ago
Your Revolutionary Payments Solution is now in Kuwait!
Mohab Growth Hacks 0

Your Revolutionary Payments Solution is now in Kuwait!

Kuwaiti merchant looking for a local and global payment solution for your online business? Look no further!

PayTabs has now launched its services in Kuwait following its efforts to expand its GCC reach. Kuwaiti merchants will now be able to enjoy a premium online payment experience using the latest technology that PayTabs offers.

Get your payments completed using local and international cards, and payment alternatives. Merchants will also be able to test out our free demo account to experience the simplicity and innovative approach PayTabs is best known for. With the support of multiple currencies, payments from anywhere in the world can be reached to your business at anytime. You can also settle all your payments in your local currency or in any currency you choose!

Furthermore, Kuwaiti merchants can enjoy our checkout services such as Express Checkout, PayPage and Recurring Payments to guarantee a truly seamless online shopping experience for your customers.

The starting process has never been simpler. All you have to do is to sign up for a free demo account, test how each function supports your business and payments, once you have been familiarized with the tools and functions, you may request to activate your account to “Go-Live” and  fully power your online business with PayTabs to start accepting payments.

Sign up today for FREE to explore the world of payments and offer your customers the best checkout experience using PayTabs. In the meantime, to keep up with the latest news and trends, you can sign up for our blog alerts here.

8 years ago
Your brand’s online reputation is at jeopardy! Here are 5 tips on how to safeguard it
Mohab Growth Hacks 0

Your brand’s online reputation is at jeopardy! Here are 5 tips on how to safeguard it

Reputation is a major component that can drive companies into major profitability or irrecoverable loss. It is highly important your company’s image meets the ideal expectations of the public and the consumers to avoid putting the brand in a vulnerable and controversial position that can put all of your hard work to waste. Not to also mention, retrieving information or opinions about any company is very simple since all it requires is a quick search on Google. Therefore, maintaining a powerful online presence for the brand is essential. Negative reviews or comments can be easily tackled by including content that is easy to share, search and is highly reliable, and that content will have a higher chance of appearing in the first page of the results. Here are 5 essential tips to keep your brand’s online reputation in-check:

  1. Create a company blog

Blogs are good with building relationships with customers instead of just increasing visibility via search engines and driving traffic to the website. It can also give you the opportunity to be placed as an industry leader with quality content.

  1. Keep your company’s website up to date

Having an up-to-date website, and a professionally written bio page not only helps legitimacy and credibility. It creates a strong impression because the company website is the first place people will visit when they research about your business.

  1. Take advantage of online reviews

Consumers find reviews highly reliable, therefore displaying recommendations and opinions on your website is a good method to create a positive expectation for the consumer. It’s important to also make sure you treat customers well online and offline. It will be reflected in the reviews.

  1. Never forget your personal brand:

Personal brand is important to in line with the company brand. This brings more influence and visibility over the search results of the business. There might be cases where your name might be more Googled than your company if it just started. So it’s important to keep in mind you have a positive image and reputation online.

  1. Utilize social media

Social media platforms rank highly in search results, and make great places to push out latest news and content. If your company is doing something interesting, use social media to let customers know about it by sharing recent press releases, or upcoming events and important announcements. It shows that your company is active and relevant.

As important as it is to focus on maintaining a reputable brand reputation online, it is also recommended to maintain certain mannerisms away from the internet such as premium customer treatment, maintaining high-quality standards with merchandise, staff behavior, and contributions to society can help boost your brand’s reputation as a whole. Companies allocate high budgets just for brand reputation and representation, and you can maintain yours without breaking the bank by following these tips! Do you think there are more ideas on how to maintain a positive brand image online? Let us know in the comments below!

8 years ago