Common eCommerce Problems and How to Solve Them

u003cspan style=u0022color: #333333;u0022u003eDespite the pandemic and political uncertainty, eCommerce sales in the US will reach a value ofu003c/spanu003e u003ca href=u0022https://www.emarketer.com/insights/ecommerce-industry-statistics/u0022u003e$1 trillion by the end of 2022u003c/au003eu003cspan style=u0022color: #333333;u0022u003e. On a global scale, this figure will reach $5 trillion. This upward trend in valuation shows that eCommerce is an ever-growing sector, thanks to the digital shopping boom.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eBut as eCommerce amasses more value, the challenges it presents for businesses, retailers, and wholesalers continue to grow. Factors like changing consumer behavior and not optimizing advanced analytics are causing headaches for business owners globally.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eIn this article, we’ll address common eCommerce problems and present solutions to mitigate their impact.u003c/spanu003ernrnu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eu003cspan style=u0022color: #000000;u0022u003eExcellent consumer experienceu003c/spanu003eu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eThe not-so-secret sauce for eCommerce success is to put the consumer first. Research has shown thatu003c/spanu003e u003ca href=u0022https://www.smallbizgenius.net/by-the-numbers/ux-statistics/#grefu0022u003e88% of shoppersu003c/au003e u003cspan style=u0022color: #333333;u0022u003ewon’t return to a website after a terrible user experience. In fact, most consumers are willing to pay extra for a better experience.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eHowever, the same research mentioned above shows that only 70% of online businesses prioritize the site’s (or app’s) usability and the customer’s convenience. And to make matters worse, only 55% of eCommerce companies carry out any form of UX testing before rolling out products.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eTo optimize customer experience, take a page fromu003c/spanu003e u003ca href=u0022https://www.usertesting.com/blog/good-user-experience-according-to-google#:~:text=Google%20takes%20into%20account%20the,according%20to%20%E2%80%9Cpage%20experience%E2%80%9D.u0022u003eGoogleu003c/au003eu003cspan style=u0022color: #333333;u0022u003e. The company has stayed at the top because they pay attention to consumers’ needs. Their recent SERP algorithms even factor user experience in SEO rankings, which affect the organic exposure of online businesses.u003c/spanu003ernrnu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eu003cspan style=u0022color: #000000;u0022u003ePersonalizationu003c/spanu003eu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eWhen it comes to the user experience, personalization also plays a significant role in shaping how users approach your products and services. If the customer feels a personal connection with your brand, they are more likely to buy from you.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eAccenture reports thatu003c/spanu003e u003ca href=u0022https://www.accenture.com/us-en#zoom=50u0022u003e65% of consumersu003c/au003e u003cspan style=u0022color: #333333;u0022u003eare willing to buy from any business that can offer them relevant products. Even with current privacy concerns, around 68% of respondents won’t mind sharing their data with companies if it guarantees them a personalized shopping experience.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eTo give your business the best chance to flourish, you must personalize product recommendations based on each user’s activity. When launching campaigns, use segmentation practices to divide your audience pool.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eTools like Opt-in Monster, Monetate, and Optimizely will help you experiment on ways of personalizing the shopping experience in order to boost engagement and conversions.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eNike takes personalization to the stratosphere with theu003c/spanu003e u003ca href=u0022https://www.nike.com/help/a/personal-id-guidelinesu0022u003eNike By Youu003c/au003e u003cspan style=u0022color: #333333;u0022u003ecampaign, allowing users to design their custom shoes. L’Oreal also usesu003c/spanu003e u003ca href=u0022https://www.loreal.com/en/news/research-innovation/unveil-perso-the-worlds-first-aipowered-device-for-skincare-and-cosmeticsu0022u003ePersou003c/au003e u003cspan style=u0022color: #333333;u0022u003e— an AI-powered beauty personalization system — to help customers choose products based on their skin types and preferences.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eAt IntexSoft, we’ve also created a 3D configurator for businesses to display their products in a 3D environment using virtual shelves and racks.u003c/spanu003ernrnu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eu003cspan style=u0022color: #000000;u0022u003eCart abandonmentu003c/spanu003eu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eOnline shoppers abandon purchases due to different reasons: tedious checkout processes, few payment options, or indecision. Whatever the reason for not completing a purchase, this problem is a headache for business owners.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eBut you are not alone in this struggle; Statista shows that a whoppingu003c/spanu003e u003ca href=u0022https://www.statista.com/statistics/457078/category-cart-abandonment-rate-worldwide/#:~:text=Shopping%20cart%20abandonment%20rate%20worldwide%202021%2C%20by%20industryu0026amp;text=In%20March%202021%2C%20almost%2080,not%20converted%20into%20a%20purchase.u0022u003e80% of shoppers don’t complete their purchasesu003c/au003eu003cspan style=u0022color: #333333;u0022u003e. That means only 2 out of every ten visitors will buy something after browsing your site.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eSo, how do you nudge more people toward buying your services?u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eFor starters, make the checkout as smooth as possible. Reduce the number of forms to the barest minimum. If possible, create an opt-out for users who don’t want to register when completing an order.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eAlso, you can use push notifications and email reminders to nudge them into completing their purchase. Cart re-engagement tools that top brands use to boost sales and conversions include Conversio, CartStack, Rejoiner, and AbandonAid.u003c/spanu003ernrnu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eu003cspan style=u0022color: #000000;u0022u003eFierce competitionu003c/spanu003eu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eWith the number of modern tools available, anybody can start an eCommerce business. While this is a welcome advancement in some areas, it also saturates the market with goods. As an owner of an online marketplace, you’ll find yourself in competition with several retailers, wholesalers, and resellers.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eBut you can stand out by delivering an alternative to what the rest of the field is offering — you’ll need a unique selling point to turn heads in your direction. Even if you are a small business trying to carve out a niche in your industry, you can copy successful practices from established brands.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eApart from that, you should consider conducting extensive competitor research if you want to obliterate your competition, asu003c/spanu003e u003ca href=u0022https://www.businessinsider.com/amazon-books-vs-barnes-and-noble-photos-details-2018-2u0022u003eAmazon tried to do with Barnes and Nobleu003c/au003eu003cspan style=u0022color: #333333;u0022u003e.u003c/spanu003ernrnu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eu003cspan style=u0022color: #000000;u0022u003eLack of analytical datau003c/spanu003eu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eDespite the ubiquity of data and analytical tools, it is surprising that most businesses have not adopted data-driven solutions to improve decision-making. According tou003c/spanu003e u003ca href=u0022https://www.microstrategy.com/en/resources/research-and-reports/the-2020-global-state-of-enterprise-analyticsu0022u003eMicroStrategyu003c/au003eu003cspan style=u0022color: #333333;u0022u003e, only 57% of companies rely on data to drive change and efficiency.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eNotwithstanding, business owners are relying more on big data in all aspects of their business operations. Although most of these data initiatives focus on describing the information and generating insights, some companies now predict the market and consumer behavior.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eNetflix uses predictive analytics to forecast shows its users will likely find appealing, thereby improving the viewing experience. Data management tools like Google Analytics and Optimizely can help you obtain insights for your marketing campaigns and other processes.u003c/spanu003ernrnu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eu003cspan style=u0022color: #000000;u0022u003eData securityu003c/spanu003eu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003ePrivacy and data security are one of the most common eCommerce problem, owing to the activities of hackers and other cyber threats. Since the COVID-19 pandemic,u003c/spanu003e u003ca href=u0022https://www.insurancebusinessmag.com/us/news/cyber/fbi-sees-a-400-increase-in-reports-of-cyberattacks-since-the-start-of-the-pandemic-231939.aspx#:~:text=The%20FBI%20has%20seen%20a,email%2C%E2%80%9D%20the%20company%20saidu0022u003ecyberattacks have increased in frequency by 20%u003c/au003eu003cspan style=u0022color: #333333;u0022u003e.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eTypical online attacks on eCommerce platforms include phishing, ransomware, DDoS attacks, Magecart attacks, and SQL injections. The recentu003c/spanu003e u003ca href=u0022https://sansec.io/research/cardbleedu0022u003eCardbleed attacku003c/au003e u003cspan style=u0022color: #333333;u0022u003eaffected 3% of eCommerce platforms that run on Magento.u003c/spanu003ernrnu003cimg class=u0022wp-image-11685 u0022 src=u0022https://intexsoft.com/app/uploads/2022/06/Frame-340-1024×557.pngu0022 alt=u0022Data Security analyticsu0022 width=u0022440u0022 height=u0022239u0022 /u003e Source: Webscale Global eCommerce Security Report 2021rnrnu0026nbsp;rnrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eAlthough most of these attacks can cripple businesses completely, taking the proper preventive measures can help keep your data safe.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eIf you own a website, use an HTTPS protocol and an SSL certificate to provide basic security. Also, only download software from trusted vendors. And during installation, use airtight access control to limit the users that can view the underlying infrastructure.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eFor eCommerce platforms offering payment services, use a Payment Card Industry Data Security Standard (PCI DSS) accreditation. Most importantly, use fraud detection tools like Riskified to notify you about potential attacks before they occur.u003c/spanu003ernrnu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eu003cspan style=u0022color: #000000;u0022u003eOmnichannel deliveryu003c/spanu003eu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eGone are the days of placing all your eggs in one eCommerce platform. Today, businesses can reach audiences on multiple platforms simultaneously, thanks to omnichannel delivery strategies.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eBut despite the promises of omnichannel marketing, most marketers don’t know how to do it right. Regardless of the channel through which you are promoting your platform, users just want a consistent experience across the board.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eSo, create a marketing campaign that maximizes your platform’s visibility while delivering a personalized experience to individual consumers.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eAnd bear in mind that what works for one channel might not work for the others. For instance, pop-up ads perform better on websites than on social media. Therefore, gather performance data from which you can optimize your strategy to boost business growth.u003c/spanu003ernrnu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eu003cspan style=u0022color: #000000;u0022u003eLogistics bottlenecksu003c/spanu003eu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eMoving your goods from the warehouse into the hands of paying consumers is a complicated task that most budding businesses realize the hard way.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eIf multinational companies like Sony canu003c/spanu003e u003ca href=u0022https://www.techradar.com/deals/ps5-restock-where-to-buy-playstation-5u0022u003estruggle to fulfill orders for PS5 consolesu003c/au003eu003cspan style=u0022color: #333333;u0022u003e, then logistics will definitely be a problem for retailers and wholesalers.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eAnother issue related to logistics is the price of shipping itself; this contributes to abandoned carts.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eSo how can SMEs solve this logistics issue?u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eFor starters, you need to decide if you want to handle logistics in-house or if you want to delegate to dedicated third-party carriers. Try to adjust your options according to the size of the business and the daily order volume. And — this is important — consider adding free shipping to entice users into completing purchases.u003c/spanu003ernrnu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eu003cspan style=u0022color: #000000;u0022u003eSupport availabilityu003c/spanu003eu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eEven if your eCommerce marketplace is easy to use, online shoppers will encounter issues when trying to buy goods. And the presence of online support will determine if they will leave your site for your competitors or not.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eA report fromu003c/spanu003e u003ca href=u0022https://www.superoffice.com/blog/live-chat-statistics/#:~:text=J.D.%20Power%20found%20that%20live,for%20social%20media%20or%20forums.u0022u003eSuperOfficeu003c/au003e u003cspan style=u0022color: #333333;u0022u003eclaims that 77% of customers will not use your site if it doesn’t offer live support.u003c/spanu003e u003ca href=u0022https://kayako.com/blog/websites-with-live-chat/#:~:text=Consumers%20are%2038%25%20more%20likely,%2C%20revenue%2C%20and%20customer%20loyalty.u0022u003eKayakou003c/au003e u003cspan style=u0022color: #333333;u0022u003ereports that 79% of businesses claim that offering live chat has positively affected sales, revenue, and customer loyalty.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eIf you want to keep consumers engaged with your content — and your product offering — you need chatbots and live chat features. Chatbots like MobileMonkey and Botsify can help you automate your responses in order to address customer concerns faster.u003c/spanu003ernrnu0026nbsp;rnrnu003ca href=u0022https://docs.aws.amazon.com/lex/latest/dg/what-is.htmlu0022u003eAmazon Lex chatbotsu003c/au003e u003cspan style=u0022color: #333333;u0022u003ecan understand the caller’s intent, which improves the success rate of interactions and solves your customer’s requests via self-service.u003c/spanu003ernrnu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eProduct returns and refundsu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eThe best brands make it easy for shoppers to return goods if they are not satisfied with the quality. According to ComScore,u003c/spanu003e u003ca href=u0022https://www.comscore.com/lat/Prensa-y-Eventos/Presentaciones-y-libros-blancos/2012/Improving-the-Online-Customer-Shopping-Experienceu0022u003e60% of online shoppersu003c/au003eu003cspan style=u0022color: #333333;u0022u003e prefer shopping with retailers who have a clear return policy.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eIf you want to solidify your reputation as a top player in your niche, you need to create a transparent refund policy that revolves around providing the best possible shopping experience for the customer.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eHere are renowned brands that have aced product returns (with slogans):u003c/spanu003ernrnu0026nbsp;rnu003culu003ern tu003cliu003eu003cspan style=u0022color: #333333;u0022u003eu003cemu003eAmazon: Easy To Shop, Easy To Returnu003c/emu003eu003c/spanu003eu003c/liu003ern tu003cliu003eu003cspan style=u0022color: #333333;u0022u003eu003cemu003eBed Bath u0026amp; Beyond: Easy-Peasy Returns With or Without Receiptu003c/emu003eu003c/spanu003eu003c/liu003ern tu003cliu003eu003cspan style=u0022color: #333333;u0022u003eu003cemu003eThe Home Depot: Free, Fast, and Easy Returnsu003c/emu003eu003c/spanu003eu003c/liu003ern tu003cliu003eu003cspan style=u0022color: #333333;u0022u003eu003cemu003eIKEA: No-Nonsense Returnsu003c/emu003eu003c/spanu003eu003c/liu003ernu003c/ulu003ernu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eu003cspan style=u0022color: #000000;u0022u003eCustomer retentionu003c/spanu003eu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eGetting new customers is a hurdle, but keeping them is an entirely different race. Successful businesses try to retain most of their customers. Although anu003c/spanu003e u003ca href=u0022https://blog.hubspot.com/service/customer-retention#:~:text=Customer%20Retention%20Rate%20by%20Industry,-The%20average%20customeru0026amp;text=Those%20average%20rates%20are%3A,Telecom%3A%2078%25u0022u003eaverage retention rateu003c/au003e u003cspan style=u0022color: #333333;u0022u003eof 75% is ideal for a retail business, you should strive to keep all your customers.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eWith customer relationship management (CRM) systems, you can build and nurture relationships with your customers.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eHere are ways to maximize the impact of CRMs:u003c/spanu003ernrnu0026nbsp;rnu003culu003ern tu003cliu003eu003cspan style=u0022color: #333333;u0022u003eTeach your customers how the product or service works.u003c/spanu003eu003c/liu003ern tu003cliu003eu003cspan style=u0022color: #333333;u0022u003eProvide outstanding and fast-paced customer service.u003c/spanu003eu003c/liu003ern tu003cliu003eu003cspan style=u0022color: #333333;u0022u003eCommunicate with your customers frequently across multiple channels.u003c/spanu003eu003c/liu003ern tu003cliu003eu003cspan style=u0022color: #333333;u0022u003eUse email reminders and push notifications to engage your consumers.u003c/spanu003eu003c/liu003ern tu003cliu003eu003cspan style=u0022color: #333333;u0022u003eReward repeat customers with loyalty programs as well as dynamic and personalized offers.u003c/spanu003eu003c/liu003ernu003c/ulu003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eCustomer management platforms like Bitrix24, Zoho CRM, and Agile CRM can help you manage sales, marketing, and customer service operations on one platform.u003c/spanu003ernrnu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eAt IntexSoft, we have extensive experience in CRM development, customization, and integration. Our eCommerce development team can help you buildu003c/spanu003e u003ca href=u0022https://intexsoft.com/enterprise-application-development-services/u0022u003eenterprise solutionsu003c/au003e u003cspan style=u0022color: #333333;u0022u003ethat can handle all areas of your business.u003c/spanu003ernrnu0026nbsp;rnrnu0026nbsp;rnu003ch2u003eu003cspan style=u0022color: #000000;u0022u003eConclusionu003c/spanu003eu003c/h2u003ernu0026nbsp;rnrnu003cspan style=u0022color: #333333;u0022u003eAs an eCommerce business owner, you’ll encounter several problems affecting how customers discover and interact with your product. To ensure that your business maintains steady growth, always put the user experience first. Use automation tools to analyze data and deliver quality products to consumers. And most importantly, figure out ways to retain your core audience while acquiring new prospects.u003c/spanu003e