Every online eCommerce business has customers who return most of the items that they buy.
Online conversions should be so simple: Customer arrives on your website. Customer browses your products. Customer adds a product to their cart. Customer checks out. Customer pays. Done. But then these three pesky factors throw a wrench into this seemingly easy process: trust in total strangers, impatience, and that uncontrollable aversion to paying full price for anything.
In eCommerce, customer service is everything because it’s so easy for people to spread the word if you under-deliver. And according to a survey by BrightLocal, 88 percent of consumers trust online reviews as much as a personal recommendation. The same survey found that only 12 percent of the population did not regularly read reviews for consumer products. So a few negative reviews here and there can definitely affect your bottom line.