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How to turn online window shoppers into sales

In the bustling world of e-commerce, it’s not enough just to capture the attention of shoppers. You also need to convert them into buyers. Just like in-store shopping, potential customers will browse your online products to see if anything catches their eye. Some may even click the ‘add to cart’ button. However, until the sale has been completed, there’s still the possibility that your would-be customer abandons their cart.

There are a number of factors that determine whether those online window shoppers will ultimately complete their purchase. Here’s how you can create an online customer experience that increases the chances of conversion.

Understand your audience

The first step is knowing who's browsing your online store. You can then craft a customer experience that takes into account their desires and expectations. Recent trends show a significant shift towards online shopping, with a notable preference for trying new brands. This trend is largely driven by the 'Discovery Generation'—consumers who are inspired by digital discovery and are open to exploring new products through online experiences.

Offer flexible shipping options

Consumers desire flexibility in how they receive their products. The absence of options like click-and-collect, flat rate shipping or curbside pickup can lead to cart abandonment. In fact, 57% of shoppers in the Asia Pacific region say they would swap retailers if they were not provided flexible shopping options. Providing various delivery choices caters to individual preferences, making the purchase decision easier for your customers.

Guarantee quick and on-time delivery

A common reason for brand switching is the anticipation of faster delivery elsewhere. 51% of e-commerce customers in Southeast Asia have switched brands for reasons including faster delivery time. Ensuring your logistics can meet or exceed customer expectations for delivery speed is essential. This builds trust in your brand’s efficiency and increases the likelihood of retaining customers.

Prioritise value and reliability

Customers are looking for value for their money and reliable service. Implementing cost-effective shipping solutions that do not compromise on service quality is key. Working with a trusted logistics partner like FedEx can enhance your delivery services, offering both savings and reliability to you and your customers.

Embrace technological solutions

New technologies are making it easier than ever for e-commerce retailers to streamline their operations and improve their shipping services. FedEx, for instance, provides solutions that offer online tracking and digitised customs clearance, giving both you and your customers greater control and convenience.

Create a seamless e-commerce experience

The goal is to make every aspect of the online shopping experience – from browsing to receiving the product – smooth and easy. Integrating services that automate processes like shipping label creation makes your fulfillment of orders more efficient. This translates into a customer experience that’s intuitive and encourages self-service.

Building trust through transparency

Offering a transparent process where customers can easily track their orders and receive updates enhances customer satisfaction. This level of visibility and communication fosters a sense of security and trust in your brand.

Converting window shoppers into loyal customers in the e-commerce world requires flexibility, speedy logistics, technological integration and exceptional customer service. By understanding and implementing these key strategies, small businesses can enhance their online presence, offering a shopping experience that meets the high expectations of today's consumers. 

Partnering with FedEx for logistics solutions can further streamline your operations, ensuring your products reach your customers efficiently, wherever they are in the world. Discover more tips to develop a winning e-commerce customer experience on the FedEx Small Business Center.

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