Buyers: Expectations vs Reality
- User friendly website or application, simple and easy
People who look online to buy something they prefer so for their convenience. While checking what they want online through the website or an application, buyers of all ages may or may not be able to understand everything. The home page, categories, search options, filters and more are showcased to make the task of shopping online be easier based on the selection process. Every website and application should to be designed user friendly. Simplifying online shopping is essential way to attract buyers, for them to prefer online. Buys want their task to be easier.
- Product quality
Reason for buying online without actually knowing its physical form depends on the image given by brand or the company. The information they read on the site is the best of their knowledge regarding the products. Quality, features, prices, offers etc are read and understood by the buyers which encourages them to purchase. This information is a form of assurance that this very thing will be delivered to them. On long-term this system creates image of your e commerce site.
Receiving the order on an expected timeline is important. Since E commerce sites are providing customer requirement, they also have to consider their comfort, nearness and familiarity to the purchased item. The whole point of opting for online shopping is to get the package on their convenience, particular time.
- Payment options and customer affinity
The benefits of shopping online should not end at the facilities provided at home, at the buyer’s ease. We must give the additional benefits of offline shopping which makes them feel more comfortable. Payment options of paying online, offline in cash or card allows an individual to the rely on the services of company. More options lead to more preference. Comforting and familiar behaviour towards the consumer gives them more personal touch to connect with the company.
- Sufficient time to replace or refund
The structure of E-commerce business is that everything is dependent on the other. One motion lead to another, in an interdependent system. With such pattern the chances of precision can be vulnerable depending on shipping, buyer availability and more. It may vary from product to product. These tiny errors can cause dissatisfaction in customer. Such as the product quality when received isn’t up to the mark or as expected or showcased online. There might be chances of physical damage due to movements or environmental reasons. Considering this replacement is a useful option to give what the buyer wants and meet their expectations. With in the timeline for 30 days is very comforting duration for an individual to replace to take the refund if what they want is not delivered to them. This option improves connection between both parties and buyer feels more familiar while purchasing an item.
- Confusing website and content traffic
At times while designing a website it is important to be as creative enough to appeal the user. And also showcase features of the company or the brand to influence people to check the site. Although with E-commerce it is a different system of function. With so many web pages based on searches and categories of the product it is difficult to handle the content and display all the features which can be useful to the buyer. This results to a website with too many things which confuses consumers. E-commerce websites are expected to have too many products in wide range based on its properties like size or brand variation. People signing up on website or application to shop often feel lost while finding what they actually require. It causes lot of perplexity among the users. With such large amount of content and features of a website, it becomes difficult for them to understand, manage and chose the correct option suitable for them.
- Customer dissatisfaction with the product received
While looking for an item online, the buyer choses to finalise one among all the other options as it suits them. The brand, image and features mentioned displays information about the product. These advantages are expected by the buyer, as those reasons process the purchase. Without actually experiencing its physical form like often, what the site mentions is very important. Customer dissatisfaction occurs when those specifications are not delivered. It varies from product to product. For example, a particular design of a dress encourages the buyer to purchase. Similar design or colour leads to disappointment and dissatisfaction for the item they expected to pay for. The item can also be damaged during shipping which ends to discontent consumer.
- Late delivery, bad behaviour of delivery guy, delivery charges
While the culture and functionality of a company and its website is maintained, sometimes it is not the same offline. Online and offline both needs to go parallel efficiently. It does not happen in many E-commerce companies as everything interdependent. Buyers have a bad experience from delivery guy while receiving the order. Rude behaviour, unorganised payment method, asking or expecting delivery charges which are not mentioned while placing order, being over-friendly leading to consumer discomfort and more. These factors play an essential role in the image of an E-commerce company.
- Restricted payment method
The most important part about E-commerce is product quality and services. Buyers must feel like they have several options to try. Often these aspects in business is missed while limiting payment gateway options. Such as some sites only have online payment with no offline options, if some of them do they prefer either in card payment or only cash. This affects consumer behaviour as it affects their convenience, their lifestyle and comfort. Payment method may seem little to matter but plays a significant part in the mindset of the buyers. Word of content and disappointment spreads very easily. It often leads to making a bad impression of the company about their services.
- No replacement and refund
There are certain items which are damaged or do not meet consumer’s expectations. Some E-commerce companies do not allow the replacement and refund. Stating that they are not responsible for the package delivered to them. There can be several reasons of how and why the item did not meet consumer’s expectations, for which they are not accountable. This means a buyer paid for nothing, the item may be very little use or not at all to them. It is not a fair deal on their end. Sometimes companies even keep the replacement option but within the time of 3-4 days, which is very less. Customers may not feel comfortable while investing money as they don’t get the assurance of payback or replacement of what they paid for.