How to overcome the 5 most common friction points in e-commerce and transform challenges into opportunities
Look for
There are no suggestions because the search field is empty.
Nobody is perfect, but in the world of e-commerce every little detail counts. That's why it's very important to always carry out reviews of your online store to ensure that everything is running smoothly and to correct any errors that may exist.
Do you want to know how to better optimize your conversion rate (CRO) in ecommerce and on your landing pages ? Discover how to improve your sales and lead generation exponentially. Click here and sign up for our free course.
Friction points in e-commerce and how to overcome them
To give you a hand, in this article we want to tell you about the most common friction points in e-commerce and how to resolve them ; that is, the most common obstacles that hr email list consumers usually encounter in this type of environment and that prevent them from successfully completing a purchase.
Most likely, at least one of them is occurring in your online store, but don't worry because here we tell you the keys to overcome it.
5 points of friction in e-commerce and how to overcome them
1. I want to, but I can't contact you!
Twilio’s 2023 Relationship Economy Report has shown how important it is for consumers to be able to contact brands. No less than 39% of Spanish consumers contact companies when they have a problem, with the phone being the preferred channel for contact . In addition, speaking to a human remains a preference, even if it means receiving a slower response.
In this sense, you can already imagine how important it is to provide the customer with this contact. However, many brands still do not work much on their contact section in the different channels in which they have an online presence.
In this sense, we recommend that you do not enable a single contact channel , but rather provide different options (telephone, email, WhatsApp, social networks, etc.) so that each consumer can choose their favorite.
As you can see from the data in the report, the human factor in customer service is essential. However, we are not saying that you should do without tools such as chatbots . These can be really useful to reduce the workload of your teams and allow them to spend more time resolving complex queries. But we do recommend that you always enable the option in chatbots to speak to a human when Artificial Intelligence is not able to solve the problem.
Finally, as a prevention method, it is very interesting to facilitate the resolution of problems without the user having to contact you, which is more convenient for both the user and your customer service team. In this sense, you can create a section on your website with frequently asked questions or FAQs where you answer the most common questions of your customers.