Connect with us

Featured

Don’t build a shop, build a customer journey

DPO PayGate processes payments for over 10 000 online merchants in Southern Africa. BRENDON WILLIAMSON, CSO at DPO PayGate draws on the company’s 19 years’ experience to offer some advice to companies looking to build repeat business in the digital marketplace.

Published

on

From the moment they click onto an ecommerce site, customers develop a lasting impression of your brand. Creating a frictionless environment with an outstanding customer journey is helping even small, boutique offerings significantly boost their bottom line. 

The last mile is the most important

Despite what many think, we have seen that the delivery of goods and services is the make or break of an ecommerce offering. 

The importance of this last mile service is clearly demonstrated by industry stalwarts like Takealot (which acquired Mr. Delivery) and Yuppiechef, which put their own branded drivers on the road. The companies which have succeeded in the local market know that how fast you receive your item or service is the last, and most indelible, impression left with a customer. 

Strangely, some of the biggest, and arguably most respected, retail bands still don’t have this part of the journey right. Fixed delivery charges can leave a bitter taste with customers. Being charged R150 for the delivery of a R50 item means shoppers will simply go elsewhere to buy or, at best, wait until they have a big enough order to make the delivery charge worth their while. The irony is that many of the big brands who employ this delivery billing model are the same companies which have spent millions on improving their checkout processes in their physical stores. 

A site’s returns policy is also important. If there’s not a quick and simple returns policy shoppers are left disillusioned and unlikely to ever use the service again, much less recommend it to their friends.

Allow reviews – customers trust other customers

As consumers we want to know that someone else has done what we are doing and that their experience was good. Allowing reviews on your site means first-time users will see that others have successfully transacted with you and this de-risks the transaction for them. 

And these reviews don’t all have to be glowing. Humans are, by nature, forgiving creatures. If we see that there was a glitch in the process for someone else, but the business was willing and able to quickly resolve the problem, we know that if we run into trouble there will be friendly staff who are able to assist us. 

In fact, the human element should never be underestimated. De-risking the transaction process means having someone available to help at every stage of the customer journey. Some ecommerce sites have built their reputation around excellent online service. For instance, if a customer is inactive on a page for any length of time, they should get an onscreen prompt with a sales assistant who is able to guide them through the process and even help them find the particular product they may be looking for. 

We trust what we know

The look and feel of the site can also help shoppers feel secure. Designing your site to have the same visual and experiential feel as the well-known ecommerce sites can help alleviate discomfort. Of course, companies should ensure their site is beautifully branded and clearly differentiated from their competitors, but the layout and step-by-step process can be modeled on those sites which have proven conversion rates. 

The same could be said for security. While many customers are not necessarily looking for security seals, having your SSL security certificates up to date is imperative. Online banking has taught the average consumer that they should be looking for the ‘https’ in the URL bar as a minimum. 

When it comes to payments, ensuring your customer has their preferred payment option is always a must. Having a complete bouquet of payment offerings including card, Instant EFT, and app-based payments such as Zapper and PayPal means you are far less likely to lose a customer as they are about to pay. 

Make you sure you have value-adds 

Buying goods and services online takes the personal touch out of the shopping experience. You miss out on the well-trained, smiling staff who can entice customers to support one store over other. Since there are so many online options to choose from when buying a product or service, adding unique value-adds can boost the first experience and lead to repeat business. Giveaways, free delivery, discounts, and coupons to share with friends all go a long way to make customers return and refer your business to their friends. 

Create interactive websites 

A common failing of some ecommerce stores is not updating their sites. It is important to ensure that you show that your products are selling. This could be done by having a top ten purchased items section or a ‘what’s hot today’ deals space that change regularly.

Using 360-degree images also go a long way to make customers feel confident about their purchases. More interaction can also be boosted using newer technologies like augmented and virtual realities. Experiential marketing is now making online shopping more exciting than real-world experiences and is helping companies to not only push merchandise, but build brands that excite and capture the imagination of the customer. 

You’re not a number, but you are producing data

So much is being written about big data and machine learning to crunch the numbers and come up with meaningful insights into customer behaviour. While the larger companies are all using this now, even the smaller ecommerce sites can use their existing site information and analytics to look for trends. Analysing user behaviour leads to better user experience. Even small tweaks to the existing model can have a significant impact when it comes to basket or trolley abandonment and companies should be paying attention to these details. 

Although it’s coming off a low base, ecommerce in South Africa is growing at a phenomenal rate. Ensuring you have designed a frictionless customer journey can set your company apart in an increasingly competitive market. From design to delivery, every user touchpoint is vital. 

Featured

CES: And thanks for all the beer!

Last week, the Las Vegas expo showed off its fun side with state-of-the-art technologies for making and enjoying beer, writes BRYAN TURNER

Published

on

From craft beer-making machines to robots that pour beer, CES had more beer than usual in Las Vegas last week. And even free beer if you found the right stand. Stampede’s saloon-style booth offered beer to visitors who tried out its latest drones, virtual reality, and other gaming products. No beer tech, though.

Here are some of the beer technologies that stood out:

LG HomeBrew – Craft beer made at home

LG’s HomeBrew craft beer-making machine,  debuted at CES 2019, brings the brewing process home thanks to single-use capsules,  a self-cleaning feature, and an algorithm optimised for fermentation. 

Like a Nespresso coffee machine, the beer maker uses capsules, which contain malt, yeast, hop oil and flavouring. At the press of a button, LG HomeBrew automates the whole procedure from fermentation and carbonation to ageing. A companion app lets users check HomeBrew’s status at any time during the process, from their handsets.

The beer machine not only offers a simple way to make craft beer, but also enhances the quality of beer it makes. The fermentation algorithm intelligently controls the fermenting process with precise temperature and pressure control. It automatically sanitises itself, using nothing more than hot water, ensuring everything is hygienically clean for the next batch.

Designed with discerning beer lovers in mind, HomeBrew allows for in-home production of batches of more than 4 litres of beer in a variety of styles. The following five distinctive, flavoured beers are available now: 

  • Hoppy American IPA
  • Golden American Pale Ale
  • Full-bodied English Stout
  • Zesty Belgian-style Witbier
  • Dry Czech Pilsner

The only catch? It takes about two weeks to make, depending on the beer type.

“LG HomeBrew is the culmination of years of home appliance and water purification technologies that we’ve developed over the decades,” said Dan Song, president of LG Electronics Home Appliance & Air Solutions Company. “Homebrewing has grown at an explosive pace, but there are still many beer lovers who haven’t taken the jump because of the barriers to entry, like complexity, and these are the consumers we think will be attracted to LG HomeBrew.”

Click here to read about the party speaker that holds beer and robots that pour beer.

Previous Page1 of 3

Continue Reading

Featured

CES: Alienware gets Legend-ary

Published

on

At CES in Las Vegas last week, Dell’s Alienware released a family of high-end, thin, light, and affordable machines for both amateur and professional gamers – and a new identity.

Alienware marked CES 2019 as a brand milestone with the debut of a new design identity, Alienware Legend. It aims to set a new bar of excellence for what gamers want most – performance and function. Alienware says it evaluated multiple concepts and chose one that was the biggest and boldest departure from its current look.

Alienware Legend, says the company, stays true to the brand’s core design tenets, taking cues from its deep roots in sci-fi culture and its early industrial designs, to distinguish the brand from the rest of the industry. The new Legend design is optimised with cutting-edge thermal cooling technology to achieve and sustain overclocking power, improved AlienFX lighting, and ultra-thin screen borders. It also unveiled a new “three-knuckle hinge” design that reduces the overall dimension while creating a stronger assembly, all combining to yield a better gaming experience.

“We’re excited to come to this year’s CES with some truly groundbreaking products, next-gen software and strategic partnerships that will bring more people to experience PC gaming and advance the industry,” said Frank Azor, vice president and general manager of Alienware. “The legend design answers the call for more and better from our gaming community, and the new G Series laptops will make PC gaming even more accessible to those looking for high-performance gaming at a cost they can appreciate.”

Click here to read about Alienware Legend in action with the Area-51m and m-series laptops

Previous Page1 of 3

Continue Reading

Trending

Copyright © 2018 World Wide Worx