Home Retail How e-commerce brands can win through Value-Added-Services

How e-commerce brands can win through Value-Added-Services

by Ozva Admin

NEWSLETTER INSIGHTS

Comment by: Frédéric Frizzarin

Head of pre-sales commercial services at Worldline

A fast and smooth checkout experience and free shipping have long served as the main hooks to keep online shoppers coming back for more. But while they remain critical, these factors alone are no longer enough. In today’s marketplace, customers increasingly expect merchants to understand their wants and needs even before starting the purchase process. Ultimately, consumers are now looking for value at all times, which means that merchants who invest in the following value-added services (VAS) are perfectly positioned to anticipate opportunities, better understand customer buying habits, increase sales sales and create loyal brand champions.

It’s all about customization

Before the explosion of e-commerce, customers simply walked into stores and found a friendly assistant to help them find what they wanted. Today, personalization is increasingly important to merchants in a highly saturated marketplace looking to not only engage shoppers, but also stimulate repeat purchases, drive sales, and increase sales conversion. It comes in many different forms, from personalized product recommendations on a retailer’s home page or product detail page, to cart abandonment, push notifications, and onboarding questionnaires that provide a bespoke item showroom. for the consumers. Thanks to continued advances in technology and machine learning, merchants of all sizes can now implement personalized messages and recommendations throughout their sites.

Today, it’s not just about delivering what your business wants. You need to enable your customers to consume the shopping experience the way they want while helping them achieve their own goals, during every stage of their journey.

Remembering the relevance of the human touch

In traditional brick-and-mortar retail environments, customers would always expect a friendly human being to be on hand to answer any questions and quickly guide them through the checkout process. In the digital world, live chat can serve as a virtual extension of that all-important human touch. When buyers have the opportunity to interact with a real person, they go much further down the sales funnel. ‘

Ecommerce live chat usually appears as a window or popup on your business website. It allows your customer service team to be instantly available to any website visitor and provide real-time answers to their questions. This, in turn, allows you to meet your customers exactly where they are: at the center of their online shopping journey, providing support and security at a critical point in the process.

Reward loyal customers

Just because a customer buys from you once doesn’t mean they will buy again. When it comes to eCommerce, there are a number of ways to generate repeat purchases such as offering discounts, free gifts, partnerships, referrals, and more. Loyalty programs, whether free or paid, are often one of the most popular ways to help customer retention by leveraging perks and incentives to reward returning customers. The best thing about these programs is that they are easy to understand, show a clear path to greater exclusivity and rewards, and offer an overall fun experience.

In other words, these next-generation eCommerce loyalty programs can create a community dedicated to your brand and help you stand out from the crowd while giving you valuable customer data to shape your product offering.

Frictionless returns

A quick and easy return policy can act as one of the biggest differentiators for eCommerce brands today, as online shoppers find an easy return process a major deciding factor for repeat purchases. Whether retailers like it or not, returns are an important part of the buying cycle, and as customer preferences change, it’s common for items to be returned within just a few days. This trend is often called “buy to try” and represents a challenge for eCommerce brands in terms of inventory and logistics costs. Making your return policy visible on your site, minimizing escalations by being transparent, and maximizing customer interaction can help facilitate frictionless returns.

A varied approach to financing options

The increase in VAS is being accompanied by increasing consumer interest in alternative financial arrangements. This presents both merchants and financial institutions with the need to provide these services at the point of sale. Customers now want their point-of-sale payment options to match the flexibility and convenience of e-commerce, while merchants are looking to connect with more lenders to offer customers a wide range of credit options both online and offline. in the shop.

But these examples of VAS innovation are just the tip of the iceberg. In the future, we can expect more services to emerge that will directly complement transactions at payment terminals and offer extras for retailers and consumers, including loyalty offers and coupons that are seamlessly integrated into transactions.

Combine your payment processing with Worldline’s intelligent, attractive and value-added solutions and benefit from numerous advantages. learn more here

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