Technology is changing the way consumers make buying decisions. Digital interaction plays a huge role in a consumer’s buying path. From promotional emails sent by a retailer, to product research at the touch of a finger, to social media influences, many factors go into the final sale, but most of those factors are a result of a technological influence.
Luckily for retailers, technology can be an extremely beneficial tool in providing enhanced shopping experiences for customers, especially when selling cross-borders. By offering a complete end-to-end e-Commerce experience, which includes a robust social media e-Commerce strategy and streamlined global checkout and global returns capabilities, retailers can build strong relationships with international shoppers.
Targeting Audiences with Social e-Commerce Strategies
Social media is a form of technology that is becoming a more critical way of driving global traffic to a brand’s website, since more than 2.5 billion people (a third of the world’s population) access social media platforms from a mobile device. Additionally, the average person spends just over two hours on social media platforms daily. The Philippines tops rankings for time spent on social media, spending 30 minutes longer than second-placed Brazil.
Most brands use social e-Commerce strategies to advertise, increase their online presence, and deliver a high level of customer service. These tactics are becoming increasingly advantageous since 39 percent say that social networks provide their main inspiration for purchases. However, what helps buying decisions even more are reviews from trusted individuals. As more people talk about a brand, they are building awareness. In turn, when a brand replies to their audience’s questions and concerns, they are building relationships, which can lead to repeat customers.
As social media is becoming consumers’ preferred choice for customer care, it important to keep in mind that this can make or break a brand’s reputation. Consumers expect a response from a company in less than four hours, often as soon as 30 minutes. It is crucial to have the means to stay on top of customer inquiries and complaints in order to maintain a healthy relationship with customers. Adapting your messages for global audiences by being able to listen and engage with shoppers in their local language can allow you to reap the full benefits of social media marketing.
Optimizing the International e-Commerce Experience
No matter where in the world shoppers live, they want to have the ability to access your brand without any exceptions. Trust goes a long way when consumers make online purchases, especially when purchasing from another country. Because of this, retailers need to solve international shipping challenges they may be facing before risking the loss of repeat customers.
Online shopping is a different experience for an international shopper than it is for a domestic shopper, but that doesn’t mean it needs to be more difficult. Optimizing this process to better meet customers’ demands is key.
Optimized Global Checkout
Provide your customers with a checkout experience that is familiar and aligns with the expectations of shoppers in multiple markets. This step is crucial for reducing checkout abandonment and increasing conversion rates. Optimizing the global checkout process involves:
- Local Currency - Display the price of products and services in the consumer’s local currency, including fully landed costs so there is no risk of unexpected fees.
- Local Payment Methods - Provide a range of local payment methods in key markets around the world. By keeping payment processing local, brands have a higher likelihood of increasing conversions.
Effortless International Returns
An essential feature of a quality online shopping experience is the ability to make international returns effortlessly. By implementing a customer-centric return policy, brands can increase their chances of converting shoppers into buyers. Offering free returns will improve conversions even more.
Having a system in place that delivers fast refunds to the shopper, using the exchange rate of the initial transaction, and providing a full refund will go a long way towards building brand loyalty and customer satisfaction. Technology helps to make the returns process as easy as a local return would be, all while building trust between the merchant and the consumer.
Facilitating e-Commerce Transactions
A consumer’s path from social media outlets to the checkout page on a website should be as seamless as possible, reducing the possibility of frustration and abandonment. Integrated website solutions help to support the transaction process so first-time customers convert to repeat customers. Asendia and partner, eShopWorld, together manage the complexities of the purchase, shipping, distribution, and returns components of online sales, giving shoppers the best online experience possible. Retailers looking for software solutions that can seamlessly integrate with most online shopping platforms can contact us to find out more about our e-Commerce services.