Is it a trust issue?

HuggyBear · #1 (**permalink**) 19-06-2008, 12:29

Or do customers just not want to buy anything?

Im starting to get ALOT of traffic from Google base, some customers even checkout but then seem to get put off when they have to login

Any reviews will be welcomed

http://cpsdirect.co.uk

TIA

PremierPDS · #2 (**permalink**) 19-06-2008, 12:44

Why do they have to login Shaun? This puts me off websites too especially if I've just stumbled across them in search results and only intend buying off them once. For the likes of amazon and ebay for example it's worth registering but not on sites where I make one off purchases. Instead of a login, why not think about making a 'sign up to our monthly news letter' page or 'sign up to receive our latest offers' page instead which gives customers the choice to sign up or not as opposed to now where they have to login to make a purchase. Just some thoughts from my tiny mind again....

KeyMark Services · #3 (**permalink**) 19-06-2008, 13:11

Agree 100% with the above.

I have found myself doing this when shopping for 'one offs'

If I have to register, I leave it. I would remove it as a stipulation but add it as an incentive (ie members get x% off etc)

Regards

OldWelshGuy · #4 (**permalink**) 19-06-2008, 16:33

I use Zen cart, but we have just completely re-written the checkout system so it is instant checkout, (2 pages) but it automatically creates an account for you and sends you an email with details to allow you to check order processing etc and store details.

It asks for no more detail than you would normally provide in order to checkout.

added: also if your delivery is not clear enough many people HAVE to go to the checkout in order to find the true cost. Could also be an error in certain browsers/operating systems that is doing it. Check your websatas in detail and look for a pattern.

IP2 · #5 (**permalink**) 19-06-2008, 17:10

We run two sites which are fairly similar in what they sell and how they are structured, however one requires you to register the other does not, I am sure there are other factors at play but the one not requiring registration sells over 20 times more than the one that makes it a requirement. - Just food for thought.

Alvin · #6 (**permalink**) 19-06-2008, 20:52

Imperative you make it as easy as possible for customers to pay,in most cases.

Alvin

boxby · #7 (**permalink**) 19-06-2008, 21:50

Can you combine it so the informaiton gathered in the checkout automatically creates the loggin at the same time, so customers don't feel that they are seperately registering?

OldWelshGuy · #8 (**permalink**) 19-06-2008, 22:38

Quote:

Originally Posted by boxby

Can you combine it so the informaiton gathered in the checkout automatically creates the loggin at the same time, so customers don't feel that they are seperately registering?

Thats what I said we have done 3 posts up

Like most things online and in life, the FACTS are not what matters, it is perception that is everything.

admagic · #9 (**permalink**) 20-06-2008, 00:19

I hink you do have a serious trust issue
Everyone is sceptical on the web

You MUST put your postal address on the site, and ideally a phone number too.
I would NEVER put such a large purchase with anyone who wont tell me who and where they are.

How can I know you are not a scammer in russia, or the cayman islands, just after my credit card details - unless you give a physical address

And for me - the logo - and waste of you prime real estate at the top of the site
scream "small home business" - no substance.

Get kay at calibre to knock you up a good logo and banner - that scream "company of substance"

Talk to us about this Huggy B...because Kay and I are considering a "Hush hush - combined project" - and your site would be IDEAL for this, so it might just get you a free logo - but we will have to talk to kay about that.....

Also - trust is improved by other things:

Conversion tests prove that Putting up logos eg Hackersafe Credit card logos/ a test done by andy jenkins /stomper even proved the alexa logo cn increase conversion because that gives you implied credibility from those brands.

Get a human face on there! - not to pretty , not too young - with an online help thatsays - hi! I am joanne...PC expert - please let me help you - that gives you a face - it makes you human!

Put a support ticket system in for when that is offline ( load of scripts available)

A load of other things need looking at too to be seen as credible.
Some basic stuff - like do the prices include VAT - they dont say.

You have too many "round pound prices" eg £1400 which dont look real - and end your prices in 7 for maximum conversion ...1387 even 1417 will probably sell better than 1400 - test the prices.

Tell them standard delivery " On your desk in just 48 hours , if you order by 12" - have an FAQ

Put on some information - and news

Start to look like one of the big suppliers and they may trust you

Then - there are a lot of conversion issues....

Just start with the most basic of all tell your customer
- answer why should I buy from you not anyone else.
= tell the customer that!
And use your prime real estate to do it.

Create an irresisstible offer - to get people to buy something - even something small - so you have their contact details.

And if I were you I would put up an exit popup....
"FREE IPOD - if you will tell me why you left the site? your name will go in a draw! and give them a simple radio
Ask your customer why they are leaving but ask for just a selection and an email.

KeyMark Services · #10 (**permalink**) 20-06-2008, 08:19

Quote:

Originally Posted by OldWelshGuy

Thats what I said we have done 3 posts up

Like most things online and in life, the FACTS are not what matters, it is perception that is everything.

Amen to that.

Three golden rules I try and get clients to follow on their ecom sites..

1 Clear Shipping visible BEFORE the C/O
2 Clear offline contact points throughout the site (tel etc)
3 DO NOT MAKE THE CUSTOMER HAVE TO THINK...

K.I.S.S.

Always works.

HTH