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5 Things Your Customers Hate In Your Ecommerce Site

From a humble beginning of being an online bookseller in the early ‘90s, Amazon has grown into one of the world’s largest and the most recognized retail and technology brand name that dominates all markets. Amazon along with e-Bay set the pace for the widespread e-commerce boom globally. In 2020, it is estimated that nearly 16% of all retail sales will be via e-commerce websites globally and by 2025 e-commerce alone will be a USD 5 trillion domain. And as it happens, these numbers were forecast way before the COVID 19 pandemic began taking a toll on the global economy. As the pandemic forced traditional businesses to pivot, e-commerce gained even more popularity in nearly every sector.

Hundreds of thousands of businesses took inspiration from Amazon’s success and launched eCommerce sites a while ago. Some of these sites have technically been in operation for a long time. But it’s fair to say that eCommerce was seen as a branding exercise rather than as a serious sales channel. This is changing now. In the aftermath of the pandemic, many
businesses are trying to become profitable e-commerce businesses in their respective domains or area of specialization. The challenge for these businesses is that their eCommerce sites are inadequate, outdated, unusable, and incomplete. Not to put too fine a point on it, their customers hate their eCommerce sites.

To succeed today, online retailers must know what makes a customer feel unhappy when they turn to an e-commerce website so that they can ensure that these challenges are addressed at the earliest.

Here are the top 5 things customers hate in an e-commerce website

Frustrating UI/UX

Complex workflows, bad choice of colors, illegible fonts and typefaces, lack of proper categorization of products, poor filtering options, and lack of proper study of user navigation trends are big turn-offs for customers. With over 43% of all online retail users heading out to the search bar in their first visit to an e-commerce site, your search UI too needs to be top-notch. If you leave customers feeling around in the dark for ways to navigate through your website to buy their desired product, then you are sure to lose the customer for good in a short while.

Lack of Mobile-First Experience

By 2021, nearly 72.9% of all retail e-commerce revenue is expected to be generated by shoppers using their mobile phones. Hence, a key element that e-commerce companies must focus on as a priority in their online shopping site is to have a mobile-friendly website. Shoppers expect a seamless experience when buying from their smartphones. Any delays, unwanted scrolls, or broken website layout on mobile phones will certainly be a mood killer and will prompt them to migrate to competitors who have a better mobile experience.

Invasive Marketing

While ads, personalized recommendations, and interactive product placements are among the best ways to promote up-selling and cross-selling in an online store, it should be noted that customers do not like to be railroaded into taking decisions. Too many pop-ups, repeatedly re-targeting emails and similar marketing initiatives should be limited and
should in no way be intrusive to the privacy of the user. Customer analytics is a must to drive personalization based on user data from your e-commerce website.

Difficult Post Cart Shopping

An e-commerce transaction ends only when a customer completes the check-out process and pays or schedules payment for items in their cart and not when they add an item into the cart. Once an item is added into the cart, customers may want to hover around on the website for more products or for better deals in the category of the item that was already added to the cart. But cart abandonment rates are at an all-time high now even during the COVID 19 pandemic. In March of 2020, nearly 88.5% of all online shopping orders were abandoned before moving into a purchase stage. Cart abandonment is a serious problem and mainly arises when e-commerce websites fail to offer seamless navigation options for continued shopping after a user has added items to his or her cart. Allowing a smooth continued shopping experience even without a checkout transaction can greatly influence buying decisions for the items

Limited Payment Options

Customers today have a plethora of financial instruments through which they conduct transactions and pay their bills. When indulging in online shopping, they expect these financial instruments to be available at the click of a button without having to jump page after page or be redirected to the payment provider’s page for further data entry to validate a transaction. Financial transactions need to be integrated and visibly secure. Customers want a unified experience when it comes to payments. Today, the failure to provide popular payment options such as wallets, bank cards, and other modern-day digital payment app support will result in customers clicking away from your online store without completing a purchase.

Also, customers are annoyed by poor performing eCommerce websites that are unable to handle seasonal peaks and troughs in users. They are extremely concerned about security and data privacy. All these come together to create a winning customer experience. In many ways, the challenge for these companies is to get their eCommerce initiative back on
track. The key strategic change they are exploring to do that is eCommerce replatforming.

The future of retail is likely to be driven by e-commerce as more people get used to the benefits of online shopping. While offering great shopping experiences makes for one part of the journey for a successful e-commerce strategy, brands will have to refresh their eCommerce strategies to remove the most common turn-offs for customers as outlined
here.

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author: Name of Author     Date:Jun 2,2021

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Ignitiv, a leading eCommerce agency is proud to announce the addition of a new customer, United Hardware. Ignitiv will deliver to United Hardware, a state-of-the-art eCommerce solution powered by Kibo Commerce’s Unified Commerce platform. United Hardware aims to use eCommerce as a driver for, both, business growth and enhancement of customer experience. Once live in Q3 2021, the site will allow customers to get rich product information, check for availability in nearby stores and buy online to pick up in stores. Store managers will also get the flexibility to communicate their offers and promotions.

Doug Audette, CEO of United Hardware, said, “Building a modern personalized eCommerce site is a strategic push to enable our dealer stores to present a better omni-channel experience for our customers”.

Rajib Das, CEO of Ignitiv, added, “With our home improvement industry eCommerce solution built on Kibo, we are delivering, within budget and time the solution that enables United Hardware to execute on growth and customer experience”.

United Hardware Distributing Co. is a dealer-owned corporation based in Plymouth, Minnesota which provides distribution services for about 610 member-owned stores operating under the Hardware Hank trade name.

#unitedhardware #ecommerce #leadtheexperienceeconomy #ignitiv #kibocommerce

 

Coastal Construction Products Partners With Ignitiv and Kibo to Jumpstart eCommerce Growth

“With this solution, we want to establish and sustain digital leadership in the construction industry." - Tim Lavinder, Director of Digital Strategy at Coastal

CUPERTINO, CALIFORNIA, US, May 28, 2021 /EINPresswire.com/ -- Ignitiv, a leading eCommerce agency, and Kibo, the leader in unified commerce, are announcing that Coastal Construction Products has selected Ignitiv and Kibo to jumpstart their B2B Commerce growth with Kibo’s Unified Commerce Platform. Coastal’s B2B Commerce solution will combine unified omnichannel B2C-like experiences with streamlined B2B processes. Coastal’s business customers will get personalized product information, rich associated content, real-time inventory updates, customer and job-specific pricing, and the ability to order quickly and in a streamlined manner – all leading to a superior experience.

Coastal will also benefit from a seamless integration between Kibo and Prophet21 ERP software using SimpleApps’ REST API.

Tim Lavinder, Director of Digital Strategy at Coastal, said, “With this solution, we want to establish and sustain digital leadership in the construction industry. Our goal is simple - deliver real and unique value to our customers through a tool that puts their needs first.”

“Coastal’s strategy to create unified ecommerce experiences for their customers is the best way forward in our omnichannel world, continually improving performance and process at across every customer touchpoint. We’re excited to partner with Ignitiv and Coastal as part of their integrated, data-driven approach,” said Brian Wilson, COO, Kibo.

“Great mobile-first design that optimizes the customer journey, a platform that combines Commerce, Order Management and Personalization, and comprehensive integration to ERP are the three levers we are using to build a platform for growth for Coastal Construction Products,” said Rajib Das, CEO of Ignitiv.

Coastal Construction Products is one of the largest independent distributors of caulking and sealants, waterproofing, concrete repair, and fire protection products in the United States. With roots going back 40 years, Coastal Construction Products has worked with its construction industry customers across the Southeast and the Caribbean, assisting them with quality materials and support.

About Ignitiv
Ignitiv is a full service agency that combines strategy, digital marketing, technology and customer analytics expertise to help craft integrated digital experiences that deliver more customers, more revenues and more profitability. Ignitv is the partner of choice for Home Hardware, Canada Post, United Hardware and Bi-Mart.

About Kibo Commerce

Kibo is the only extensible, unified commerce platform that delivers personalized, omnichannel experiences. The platform combines AI-driven personalization from industry leaders Monetate and Certona, omnichannel commerce for B2C and B2B models, enterprise-grade order management, and AI-driven point of sale. Global clients like Office Depot, Taco Bell, and Patagonia rely on Kibo's API-first, microservices-based architecture to support a wide range of commerce strategies, including headless commerce, that meet high growth goals and customer expectations at a manageable cost of ownership.

#ignitiv #leadtheexperienceeconomy #coastalconstruction #ecommerce #kibocommerce #unifiedcommerceplatform #prophet21

 

United Hardware to fuel eCommerce growth with Ignitiv and Kibo

Ignitiv, a leading eCommerce agency is proud to announce the addition of a new customer, United Hardware. Ignitiv will deliver to United Hardware, a state-of-the-art eCommerce solution powered by Kibo Commerce’s Unified Commerce platform. United Hardware aims to use eCommerce as a driver for, both, business growth and enhancement of customer experience. Once live in Q3 2021, the site will allow customers to get rich product information, check for availability in nearby stores and buy online to pick up in stores. Store managers will also get the flexibility to communicate their offers and promotions.

Doug Audette, CEO of United Hardware, said, “Building a modern personalized eCommerce site is a strategic push to enable our dealer stores to present a better omni-channel experience for our customers”.

Rajib Das, CEO of Ignitiv, added, “With our home improvement industry eCommerce solution built on Kibo, we are delivering, within budget and time the solution that enables United Hardware to execute on growth and customer experience”.

United Hardware Distributing Co. is a dealer-owned corporation based in Plymouth, Minnesota which provides distribution services for about 610 member-owned stores operating under the Hardware Hank trade name.

#unitedhardware #ecommerce #leadtheexperienceeconomy #ignitiv #kibocommerce