How To: Building Customer Trust for New Shopify Stores

July 22, 2020

4 – 5 minute read:

New e-commerce stores face a common problem: needing trust to make sales but can’t build trust since there are no customers yet. This can turn into a cycle, however, it can be easily broken. Building trust in your company goes further than just good reviews. In fact, there are many different ways new stores can build trust while starting fresh with no existing customers. The following steps help accomplish just that.

Build Authenticity

One way to avoid distrust in your brand is to make it feel more relatable to the customer. Create an About Us page that shares your personal story. This puts a face to the company and makes it seem less like a business trying to make money and more of a company trying to solve industry problems and help customers. 

This type of information adds authenticity and credibility to your store while helping develop a more personal relationship with visitors. Once people feel a connection with the purpose of your company, they are more likely to continue browsing the site as they now have more trust in it. It’s important to guide the customer from not knowing who you are to a more familiar feeling.

Perfect Your Content and Social Media Presence

While yes, customer reviews are an excellent way to build trust on your e-commerce store, it can be hard to get reviews when starting out. One alternative is to create a strong social media presence and up your company’s content creation. The main purpose of reviews is to show other people’s experiences with the store and prove that it is trustworthy. On the other hand, social media allows you to engage with others in the community and industry your company operates in and build relationships with them. This in turn can build a similar sense of trust as reviews do for potential clients. 

If your company participates in current discussions and answers industry questions, then it will be regarded as an expert in that category and therefore lead people to have more trust in you. Sharing relevant and useful content can contribute to the same cause. Keep in mind though that both of these initiatives must be taken on a regular basis in order to see results. Make sure to constantly come up with new content ideas and engaging community discussions to build a strong online presence.

Make Your Site Professional and Secure

Another common way that stores can lose credibility is by having an unorganized looking website or one that does not seem secure to the customer. It can be worth it to consider professional user experience and website design when planning out your store. Specifics such as color scheme, typography, layout, and navigation have a big impact on customer experience and if not done right, can lead to an untrustworthy feeling website. 

The website’s pages should also be organized and easy to navigate by visitors. Products or any relevant information needs to be located where the customer expects it. One example of this is more so the same links in a website’s navigation header. By sticking to the visitor’s expectations of where to find what they are looking for, you will be able to reduce any frustrating experience on your e-Commerce store. 

In addition, one main source of distrust is the checkout experience. If a customer is convinced to buy a product and has added it to their cart but the checkout page seems like it could be a scam or feels unprofessional, their opinion can quickly change. Make sure to maintain the same look and feel of the rest of your website and not to ask any unnecessary information. It also helps to provide multiple payment options such as PayPal or Apple Pay in order to make it quick and simple for your customers.

Expert Customer Service

One of the best ways to build trust is through customer service. Even with an excellent website some customers will encounter problems or have questions. These items should be addressed by providing customers with options. One example is to create a page that clearly identifies the different policies your store has such as returns and shipping times. 

In today’s highly technological world, online shoppers expect instant communication with brands. One common way to do this is to implement a live chat on your site by integrating with Facebook Messenger. This way, customers can ask any questions they may have rather than leave them unaddressed and leave the site. However, answers to these questions and concerns must be made quickly and thoroughly.

Provide Necessary Information

When browsing a new and unfamiliar e=commerce store, customers have many questions and want to be sure that the products are what they need before buying them. Make sure that product pages have detailed descriptions that help the customer envision themself using the product. 

Adding specific details such as size, material, and care instructions reduces uncertainty for customers and makes your product more trustworthy. This transparency can be further enhanced with high-quality images showing the product from different angles and how it can be used. 

An FAQ page is also a great idea to provide information to your customers and will save you hours of customer service required. If visitors have questions, they can check for answers on this page before messaging you. Try to answer common problems such as shipping, return policies, or product information here as well as fix any possible pain factors your customers may have.

Conclusion

Building trust for your new store can come in forms other than just reviews. By creating a professional website and customer experience, as well as developing a strong online presence, your visitors are more likely to trust your brand and associate with it. Clarity and transparency lead to trust, so provide all the necessary information customers would want to know and answers their questions before they even develop them.

Summary

  • Build authenticity 
    • Share your company’s story, make it feel like a real person not just trying to make money 
    • About us page, authenticity adds credibility 
  • Perfect your content and social media presence 
    • Establish yourself as an industry expert 
    • Share useful relevant content 
    • Be regularly active
  • Make your site professional and secure 
    • Professional website design
    • Perfect the user experience
    • Safe checkout process
    • More than one payment option
  • Expert customer service
    • State important policies 
    • Provide easy contact options
    • Reply quickly and thoroughly 
  • Provide necessary information
    • Accurate and detailed product information
    • FAQ page

External Resources

https://www.shopify.ca/blog/customer-trust-new-business
https://searchspring.com/how-to-build-trust-in-your-ecommerce-store/
https://www.oberlo.ca/blog/making-your-store-more-trustworthy
https://www.perceptionsystem.com/blog/build-customer-trust-ecommerce/

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