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Improve Customer Experience – Top Factors Influencing Customer Buying Behavior Online

Debarpita Sen

Specialist - Content Marketing @ Shiprocket

September 13, 2019

5 min read

We live in an era where customers take the center stage when it comes to influencing business strategies across the eCommerce industry. No eCommerce business wants to disappoint its customers by overlooking factors that affect their purchase behavior.

Providing an exceptional eCommerce buyer experience includes various components such as giving out relevant promotions, creating memorable events for customers, which ultimately leads to increased brand loyalty.

It is extremely important that eCommerce businesses understand the customer’s buying behavior to deliver a promising customer experience. In fact, improving customer experience becomes all the more important for an eCommerce brand, as your competitors are acting towards their growth at an equally fast pace. 

In case you’re wondering what are the factors you should keep in mind while attending to your customers’ needs, this article will get you covered. Below mentioned are few of the top factors that influence your online shoppers’ purchase decision –

Shipping Costs 

Do you know nearly 80% of online customers choose an eCommerce website based on their shipping charges? Also, it has been found that more than 49% of customers have stopped purchasing online from a certain website because their shipping costs were very high.

Remember, the customer has nothing to do with the shipping that you bear with. If you are using a renowned courier company like FedEx, Bluedart or any other, it might be difficult to negotiate the shipping charges as their price plans are fixed. But, there are many eCommerce shipping solutions available that can offer low-cost shipping through these companies. One such solution is Shiprocket.

At Shiprocket, you enjoy the same benefits and discounts irrespective of the number of orders you ship. Choose Shiprocket and save up to 50% on your monthly freight bills.

Quality Of Product Description

The way you write your product description plays a vital role in customers’ purchase decisions. For example, your customers should be well informed the moment they read your product’s description. It should consist of all the information about the product’s dimensions, the material used and every other question that your buyer might have in his/her mind while buying the product. Your product description should be such that it compels your customer to purchase the product. How you present your product description is also very important. You can list the description in bullets, position it in the form of a story or write an advantages-based piece to describe the product.

Ease Of Searching & Navigating Products

A good user interface for your eCommerce application or website can take your business a long way. It plays a very important role in influencing your customer’s buying pattern. A buyer is most likely to leave your website or mobile application if he/she is unable to find their desired product within two attempts. Your app or website should also consist of good navigation through which your customer knows where he currently is and what is the next direction to be followed. The more convenient the process is for the customer, the better are his chances of converting or buying your product.

Hassle-free Returns Policy

Easy returns make the backbone of the online shopping industry. A lot of consumers prefer buying online given the easy returns policy. The return policy you draft for your eCommerce business should be under the feedback you receive from your existing customers. Make sure you keep in mind the hesitation your buyer has when buying online and accordingly provide them a hassle-free return process.

Draft your return policy in a way that would be most convenient for your buyer. On your site, highlight the return policy at a place where it is visible to your customer.

Customer Reviews

Nowadays, no customer purchases a product without carefully researching the eCommerce store he/she is purchasing from. As per a survey by BrightLocal, about 86% of the consumers read reviews to determine the quality of a business. And, 57% are of the opinion that positive reviews make them trust a brand. Genuine customer reviews can earn you new customers, as they are much likely to consider this peer to peer feedback. Make sure you earn maximum positive reviews amid a few negative ones.

Easy Checkout Process

Do you know around 70% of customers abandon a cart just before the checkout page? The reason why customers leave their cart at the last minute is because of the poor checkout experience, such as slow load times, useless information, and limited payment options. It is extremely important to make sure the checkout part is simplified for the customer. This can be done in various ways such as streamlining the checkout process, stressing on the security, rewarding customers who made new registrations and many more.

Now that you’re aware of all the factors that influence customers’ buying behavior, its time you keep a note of all of the above and try to implement the required processes in your eCommerce business. 

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4 thoughts on “Improve Customer Experience – Top Factors Influencing Customer Buying Behavior Online

    1. Hi Priya,

      In this case, I request you to speak directly with the seller from whom you ordered the product. Shiprocket is only responsible for the delivery and does not account for any other aspect of your purchase. Hope that helps and may you receive a resolution soon.

      Thanks and regards,
      Srishti Arora

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