For retailers or wholesalers, online selling is an incredible platform to onboard customers and have a good reputation because they get all support from the data-enabled digital platform for delivering a great customer experience. But, the biggest of all challenges is unending expectations. Customers expect the next level of experience. Amazon, Flipkart, and many big eCommerce brands are infusing innovations to bring on this kind of experience.

Solutions: Watching what’s in and focusing on personalizing customer experience can prove the best healer of the pain points of customers. Let them feel that they are valuable right from the beginning of their web journey. Notify with the updates of products that they often search for or complimentary ones like:

• free returns and free shipping
• reliable customer service
• a personalized recommendation
• a variety of payment methods
• a personalized shopping experiences

Delivering the next-level experience needs the capability to change over time. Introduce more user-friendly content with season-based reactions. Like “Summer Sale” or “Festival Sale” can be an alternative to attract more customers.

It’s really difficult for any seller to quickly adapt to what customers expect. Certainly, it needs time, money, and effort with the innovative aspects to see existing shipping, inventory, or any other system. But, no change means slow sales. And gradually, your online store won’t survive the challenges of those who have adopted the transition.

Solutions: Incorporating the transition quickly across all platforms and creating personalized collections inspire customers to stay there, purchasing from the same e-store. Transporting fresh content across social media or search engines with selling experience can let you walk on and on, selling things over almost all devices.

There are some exceptional situations that often prevent timely shipping or drop shipping. The outbreak of a pandemic or torrential rain or any other calamity creates a shock with postponed delivery dates, as the difficulties are more than ever to continue collecting and dropping couriers. Sometimes, an overwhelming demand may also cause delays, which may disappoint customers.

Solutions: An agile or active tracking system can help you to come out of this trouble. Automating allotting of the order id to track their shipment on their own can be the best solution ever to let them stay connected as a loyal customer. Align a customer support option at the very point where you see they may face a challenge in tracking.

It’s a big trouble when your customer does not come again for shopping or window shopping on your e-store. However, the internet is practically vast with unlimited shopping sites where making a customer a repeat buyer or regular buyer is hard.

Solutions: Some common big names are successful in retaining them because they have some amazing offers for loyal customers like discounts and custom offers to shop when something new arrives for the first time. They feel special with such offerings and rewards. Or, you can personally send some cashback offers to feel so special.

Personalization is a key to developing a customer relationship. Some smart retailers don’t let even a single opportunity go to let them feel that all deals are “for customers”. But, overpowering personalization is dangerous. It may annoy a customer to such an extent that he unsubscribes from the service.

Solutions: There should have some innovative strategies to assess customers’ requirements. Monitoring and analyzing their web journey can benefit a lot in getting such details. Accordingly, you can send personalized alerts that can actually push them to have at least a look at the products that they are interested in. Get deeply with their behavior to understand where their interest is. If possible, use analytics or advanced analytics tools to automate assessment. This is how you can integrate a “for customer” approach to keep them onboard.

Summary

There are a number of challenges that prominent eCommerce stores. Customer satisfaction, retention, unsystematic tracking, and no “for customer” approach may end up in dissatisfaction among the customers. Understanding customers’ pain points and addressing them in time together with for customer approach can help to come across these challenges.

Check out the list of eCommerce companies in India 2021.