Customer Service Gripes Revealed In New Survey

Published on: 28 November 2020 Last Updated on: 12 September 2024

Are you an eCommerce business looking to address the problem of abandoned carts on your platform?
Do you know how you can ensure that more people close the sales and move cart items into final purchases?
Have you tried using some strategies like offering coupons and discounts to sweeten the deal?

According to a new and very important study made by Feefo, it has been found that there are more than 79% of customers abandoning their carts and not closing purchases on e-commerce platforms. The question, which many eCommerce-based companies are asking is- how can I change this?

In this article, we speak to leading digital marketing specialists and ask them about the various strategies, which can be used to ensure that the items are moved from the cart into the final purchase.

Why Consumers leave Items in the Cart According to the Feefo Study?

The survey is very important to read and understand if you want to improve the sales and revenue generation for your e-commerce business.

According to Feefo, most consumers leave items in the cart because of one specific reason- High Prices! In most cases, the prices displayed on the product pages are exclusive of additional costs like taxes, shipping charges, and in some very weird cases, packaging!

According to the study, it is time for eCommerce businesses to start becoming honest and transparent in showcasing prices to the consumers on the product page itself. This may remove the entire magnet strategy of-

lower pricing,
moving to the cart
seeing the higher pricing
however emotional investments and time
ending up with the purchase

Ecommerce businesses need to realize that digital audiences have started to move beyond just baits and value transparency on digital platforms.

The study pointed out specifically to High Shipping Costs as the primary impediment to abandoned carts. Taxes too are something, which most of us take into consideration. However, additional shipping expenditures are still not acceptable to the vast majority.

How the World’s Best Ecommerce Sites Handle the Abandoned Carts Issue?

According to business experts at the best-performing sites, the need of the hour is to help customers at this stage with a small incentive. In other words, customers are already through 80% of the things a business needs to close a sale. At the cart stage, what you need is a small push, which can be offered by brands to the customers.

Not only will this result in the final sales happening, but it will also boost the image of the brand in the eyes of the customer in a positive fashion.

Some of the best businesses go for the following strategies-

Using promotional codes for both new and existing customers.
Taking away the Shipping Charges for customers and showing the discounted price.
Creating personalized packaging and offering incentives to buy.
Having multiple shipping vendors on the business and comparing prices.
Rewarding the customer in other ways (social media shout outs).

Why Building Positive Business Relationships matter for Ecommerce Businesses?

Building a positive brand and making the customer feel special is critical for the success of your e-commerce business. This means that e-commerce businesses need to invest in their communication. In-app messages, email newsletters, WhatsApp communications, etc. are good ways to ensure that you are always having an open channel of communication.

By valuing your existing customers, you will be able to win repeat purchases for your business. Your existing customers can also spread a positive word about your brand to their family and friends, leading to more sales and revenues.

However, taking care of the costs is the number one thing, eCommerce businesses should look to address at all costs. If eCommerce businesses are able to bring their operational costs down, they will be able to further incentivize sales.

You can view the Full Study and Report of the excellent Feefo Study below:

Source: www.feefo.com

How do consumers think and behave across the purchase journey? [Infographic]

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Job Security In The Age Of Automation: What To Expect

Automation has been a source of concern for centuries. Starting from the 16th-century mechanization of stockings production to the 19th-century industrial revolution that led to the UK’s textile riots. From the late 20th-century automation of car manufacturing to the 21st century, worries that Artificial Intelligence will eventually take up our jobs. Job security is an issue that brings forth conflict among manual laborers, resulting from the automation of repetitive manual tasks. Automation has replaced many jobs over the years but has also given rise to other specializations in industries. Major manufacturers have employed robots to level with consumer demands. This is because they are efficient and fast in task completion. All the while playing a massive role in keeping these businesses highly competitive. To provide a clear understanding of the impact automation has had in industries, let’s dive deeper into the jobs’ technicalities. Automation By Job Type Robots execute blue-collar jobs faster and more efficiently than the human workforce, an effect that has highly optimized the production process. However, jobs requiring intuition and creativity, such as product design, and artistry require empathy, making them reserved for the human workforce. The human workforce also retains jobs that appreciate soft skills, such as effective communication, collaboration, leadership, and a problem-solving mindset. That being an overview of the automation effect, let’s dive deeper into factory-related jobs and how automation has affected them. Creative Jobs These jobs require a human eye and mind and combine procedural tasking with intuition in their execution. While proper product design does require a certain level of technical know-how, it also asks for a deeper understanding of why people like the look and feel of these products. In manufacturing industries, designing products may require a focus on the technical application of the product and cater to these matters. An API valve manufacturer, for example, may decide to automate the production of the product. However, to tailor for customers that care for factory aesthetics, they require a human understanding of the design process. Automation can play a role in tasks such as drawing, 3D printing, and data analysis. These artistic job descriptions probably have a higher sense of security than others. Technical Jobs Following product design is the manufacturing process involving technical activities such as assembling parts to come up with a wholesome product. A car manufacturing factory may implement robotic arms, each responsible for joining parts of a vehicle together, working with more efficiency and speed than a human. After putting together the product, there is a proper packaging requirement in preparation for shipping. A robot performs packaging tasks as they are repetitive and technical. The packaging process does not engage in human creativity; thus, automation is probably the better option for such work. However, in other industries such as food processing, products’ packaging may require customization. A process requiring making phone calls, listening to ideas, and making constant changes to the product’s packaging. We employ automation for the job’s technical and repetitive parts; however, to understand human needs, a human being is needed. Transportation of the products to the expected locations is the final process in manufacturing. We can automate the package addressing systems in preparation for transport. Soon, however, there is a possibility that autonomous vehicles will replace transport drivers. Currently, smaller package delivery companies employ drones in some parts of the world. Leadership And Collaborative Jobs Top managerial job descriptions have the least possibility of automation because they require effective coordination, communication, and decision-making. These professionals employ a combination of technical know-how, emotional intelligence, and in some, risk-taking– we cannot reach a balance through automation. Automation cannot replace these individuals, partially because they might resist losing their jobs since they decide which tasks to automate and which not to automate. The Solution To The Conflict The fear that automation will eventually take up all jobs exists. To keep the conversation healthy, positive, and practical, we need to educate the masses on what automation means. Including the types of jobs it can take over. The first step towards education is learning, learning fear, and learning communication strategies. Understanding communication techniques will ensure that proper education occurs. The second step is the actual training of professionals. This involves educating employees in preparation for the jobs they are to transition to during automation. However, it is essential to note that automating the training process might result in a larger conflict. Partially because we know that resolutions cannot be sufficient when executed by who causes the conflict. The third step is to ensure regular training occurs by providing relevant and up-to-date information and training materials. At first, individuals will be reluctant to change job descriptions, which we can resolve through the previously discussed process. Factory Jobs That Cannot Be Replaced Although automation has taken over many factory jobs, some still require human beings' special skills. Here are a few such jobs that machines can’t completely do for now. Quality Check Inspector Robots can be programmed to do certain things, but when it comes to catching a small defect or making sure that the product is of the quality you’re looking for, people are much better at it. A quality control inspector uses their experience, intuition and good old fashion “look closely” to make sure that every single product is perfect. A machine can see if there is clearly something wrong with a product but won’t catch everything. If you had automated inspections in place, and you were shipping out luxury products; and something goes wrong. This is where human intervention becomes important. Let’s say there was hardly a speck of dust on your pet hair remover (obviously checked by a robot). Then, suddenly, there was one review on Amazon where someone said they found one pet hair caught in it. You’d lose all your sales because everyone would assume that now your inspection isn’t working as well as humanly possible or you just don’t care about quality anymore. This is where you should always hire a human inspector. Maintenance Technicians Robots can’t fix themselves, at least not yet! Factory machinery requires regular maintenance to function at peak performance. Maintenance technicians are skilled professionals who ensure that machines run smoothly. When something breaks down, these technicians troubleshoot the problem, perform repairs, and get everything up and running again. Automation can monitor equipment. If you want to know what is wrong with it, often, you need to use human creativity and problem-solving skills, which require knowledge that only a human has. Until robots can physically fix something, if they determine a problem, humans will always be required. Health and Safety Officers It is the most important job to ensure that employees are safe in factories. A person could develop an allergy or get their hand crushed by a machine. The fact that machines of such high risk can be worked on by robots does not mean human judgment about the needs of other humans will disappear. Custom Design And Prototyping Repetitive tasks can be automated, but human creativity is necessary for custom design and prototyping. Factories producing one-off products or prototypes on a small scale will require workers who can conceptualize and modify designs manually. This is to produce the desired result each time. As automation advances it becomes apparent that there are some jobs for which relying on human creativity, problem solving, or emotional intelligence is necessary. Therefore, as machines replace the mundane, humans will remain an integral part of factory life. Should You Be Worried? Automation and job security have been and will always conflict. However, a balance is struck each time it has happened. We currently live in a world with fear of automation from watching various films, such as The Terminator, the Transformers, and others. Some still expect to see a world like that in the movies. The reality is that we use robots to perform repetitive tasks that we have complained about for ages. Do not be fearful; instead, educate yourselves on automation. Do this with a keen eye on the jobs that seem impossible to automate. All the best. Read Also: 3 Encryption Trends and How They Make Communication More Secure Why Sensors are Essential in Machine Automation Seven Great Reasons to Use a Car Transportation Company

How To Get Your Team To Stop Reinventing The Wheel

You and your team only have so much time. It’s a limited resource, so you need to make the most of what you’ve got. Paradoxically, many teams burn away their precious hours in an attempt to save minutes here and there. This can happen when teams are trying to create methods of working or task pipelines from scratch. Instead, it’s perfectly reasonable to simply outsource certain work or adopt practices that have already proven their efficacy. With this in mind, here are a few ways your team can stop reinventing the wheel and start moving forward. 1. Outsource Content Development Every business needs good content to attract prospects and improve the experience of existing customers. And yes, that includes yours. You may think content development is limited to social media posts, but it’s not. To compete in the market, you need to produce content assets like webpages, newsletters, case studies, product descriptions, and much more. However, creating content is a full-time endeavor that can be difficult to master. Now, you or a team member could devote the time and energy it takes to make great content for your business. Or you could hire someone to do it for you instead. There are numerous professionals in your market that specialize in producing the kind of content you need. Whether you require social media management or technical writing services, a trained pro will save you precious time and money in the long run. Hiring these individuals will give you more time to focus on what you’re in business to do: deliver your product or service. 2. Adopt Project Management Tools Developing efficient workflows is another major time sink for many teams. Working through the best ways to tackle your projects can eat away the hours. Then more hours disappear in holding meetings and writing emails to assign action items and keep track of deadlines. Rather than watch the sands of time slip through your fingers, adopt a project management tool instead. Project management tools facilitate seamless collaboration and information sharing. They allow teams to divvy up tasks, automate handoffs, and keep everyone apprised of project milestones. In so doing, they serve as a centralized platform that provides visual representations of your projects for every step from start to finish. Most project management tools also provide detailed historical data so you can analyze current and past projects for improvement opportunities. You’ll be able to understand at a glance where your work engine is humming and what parts need help. 3. Synchronize on a Digital Calendar If you’re looking for more ways to increase efficiency by centralizing information, start making full use of a digital calendar. By doing so, your team will be able to circumvent troublesome scheduling conflicts. Also, most digital calendars can sync with other work tools to foster collaboration. For example, calendar invites can include links to meeting agendas where participants can add agenda items and ask — or answer — questions beforehand. In addition to saving time and increasing efficiency, digital calendars also help otherwise disparate teams function more compatibly. With the sharp increase in remote work, many teams struggle to balance schedules across multiple time zones. Digital calendars virtually eliminate this problem, as you’ll easily be able to see overlapping work hours. You’ll never have to wonder when someone is free to participate, so you can schedule meetings with confidence. 4. Learn From Other Leaders This one’s for you, the team leader. Because even if your project may be the first of its kind, the best ways to lead your team through it probably aren’t. And they don’t have to be. Rather than trying to revolutionize your leadership style, seek the wisdom of those who have walked before you. History is punctuated by leaders both great and terrible, so take inspiration from its lessons. In addition, reach out to leadership pioneers within and without your field for advice. You’d be surprised how willing thought leaders can be to participate in an informational interview with curious aspirants. Of course, you could also take classes and attend seminars and workshops to refine your leadership style. You’ll save your team time and grief by investing your efforts in bettering your leadership today. 5. Enable Professional Development Just as it’s important to invest in your growth, you also need to invest in your team’s growth. Again, no matter what industry you work in, there are many who’ve come this way before you. Rather than developing training courses from scratch, sometimes it’s best to take what works and adapt it to your situation. Online learning courses are a popular and relatively inexpensive way to enable your team members to gain new capabilities. Whether it’s learning a new programming language, honing their writing skills, or attaining an industry certification, an online course can likely meet the need. Or leverage the learning your senior employees have already done by matching them with a mentee who can benefit from their experience. It’s Not Rocket Science Your team doesn’t need to reinvent the wheel to get ahead of the competition. Sometimes standing out from the crowd is about taking better advantage of existing methods and technologies to do the best work. Your team can do this by outsourcing non-core activities, adopting efficient technologies, and prioritizing personal and professional self-development. Read Also: Streamlining Video Content For Global Audiences With Professional Subtitling Services 12 Practical Ways to Boost Brand Recognition with Social Media Trends That Shaped The Content Marketing Industry In 2022

A How-To Guide For Every Entrepreneur – How To Use Unified Communications

Unified communications are the best way that remote workers can stay connected, collaborate on import files, and communicate with one another. Let’s see what unified communications are and how this can benefit your business. How to use unified communications - everything that you need to know as a new business owner The first thing is - what is unified communication? Before you can begin to use this technology for the benefit of your business, you need to know what it is and how to use it. Unified communications are a type of collaboration and connection method provided by SignalWire that makes it possible for businesses to use collaboration tools and other integration methods to allow people from all over the world to use the same systems. By making it possible for people to use the same resources and the same systems, it enhances collaboration from teams across the globe. Unified communication makes it possible for remote workers for digital businesses to stay in touch and collaborate without having to share resources - something that can cause a company-wide slowdown or glitch. Instead, professionals can both utilize resources and apps that make it easy to connect with others via the cloud and remote software. Basically, unified communication provides the ability for remote workers to use file sharing, important document editing, video conferencing, face to face video calls, audio calls, team collaboration, SMS instant messaging, voice calling, and messaging to make it easy to connect with others in remote locations on the same project. But why should you use unified communications as an entrepreneur? If you are going to be hiring various employees, unified communication has many benefits for your business. Some of the main benefits of utilizing unified communications include: Increased daily productivity - since you will spend less time having to use obsolete collaboration methods and only have one person work on a file at one time, unified communications allow teams to continuously edit and share import files without having to stop and wait. Cost-effective - the second benefit of unified communications is that it is more cost-effective than other file sharing and communication methods due to the lower initial costs. Higher performance - the third benefit of using unified communications is the higher performance level that helps you easily solve your problems and improve your standing in the industry. Higher user experience - the last benefit of using unified communications is that it is easy for the user to figure out and use as a beginner. By using unified communications, businesses can now combine connection, collaboration, and communication in one. The unified communication makes it possible to share collaboration tools so workers in various locations can work on the same project - along with being able to remotely work together, the communication tools in unified communications allow workers to speak about the changes being made on the shared files. Conclusion Using unified communications is the best way that businesses can stay connected by using online messaging systems and remote tools. By enhancing collaboration, businesses make it possible to boost daily productivity levels and increase user experiences. Read Also: Top 10 Apps for Team Communication and Remote Work What Is Integrated Marketing Communication in 2020 [Full Guide] 5 Communication Tips for Introverts in College

Customer Service Gripes Revealed In New Survey

Why Consumers leave Items in the Cart According to the Feefo Study?

How the World’s Best Ecommerce Sites Handle the Abandoned Carts Issue?

Some of the best businesses go for the following strategies-

Why Building Positive Business Relationships matter for Ecommerce Businesses?

Why In-Company Training Results in Better Employees

Top 10 Zoho Alternatives in 2020 For Your Business To Adopt

Content Rally

Content Rally wrapped around an online publication where you can publish your own intellectuals. It is a publishing platform designed to make great stories by content creators. This is your era, your place to be online. So come forward share your views, thoughts and ideas via Content Rally.

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Related

Job Security In The Age Of Automation: What To Expect

How To Get Your Team To Stop Reinventing The Wheel

A How-To Guide For Every Entrepreneur – How To Use Unified Communications

Customer Service Gripes Revealed In New Survey

Why Consumers leave Items in the Cart According to the Feefo Study?

How the World’s Best Ecommerce Sites Handle the Abandoned Carts Issue?

Some of the best businesses go for the following strategies-

Why Building Positive Business Relationships matter for Ecommerce Businesses?

Share this Article

Why In-Company Training Results in Better Employees

Top 10 Zoho Alternatives in 2020 For Your Business To Adopt

Content Rally wrapped around an online publication where you can publish your own intellectuals. It is a publishing platform designed to make great stories by content creators. This is your era, your place to be online. So come forward share your views, thoughts and ideas via Content Rally.

Leave a Reply

Popular

Follow Us

Recent

Related