Advice Business

Sitelock – How To Make Your Customers Feel Good About Shopping on Your Site

Written by Frank Kremer


As an online retailer, you need to take very seriously some of the most common concerns that people have about online shopping. Here are just a few of those concerns, and some suggestions about how you can provide the reassurance your potential customers need to make their purchase on your site.


Security and Privacy

Security and privacy concerns are cited in a Department of Commerce Study as being why almost half of American internet users are reluctant to shop online.  In light of the prominent data breeches and hacks of major internet sites in recent years, it is understandable that potential customers will have some reservations about proving sensitive information online.  For that reason, you need to be sure that your site is as secure as it can be.  Unless you have the right sort of tech savvy and the time to make sure that your site is regularly checked for vulnerabilities, it is worth getting professional assistance from a company like Sitelock.  You can read some Sitelock reviews here to get a sense of the kind of service you should be looking for – including how to get a trust symbol on your website to assure your customers.  More and more people are looking for such symbols, and this will go a long way towards giving your clients the peace of mind they need.


Real-time Support

Many shoppers say that they prefer shopping in brick and mortar shops because any questions they might have about the product or process can be answered right away by a store associate. Your website might have an email for questions or support, but if people are forced to wait for a response to an emailed question, they might have already moved on before that answer arrives.  What people prefer is the real-time support that they get in the traditional shop.  For this reason, your site may benefit from adding live chat functionality to capture the 18-34 age group, and a toll free number to appeal to the 35 and over age group. Having some form of real-time assistance available on your site contributes to the sense that your business is “real” (addressing another common concern of reluctant online shoppers) and has been shown to increase conversions.


Risk Reduction

One of the biggest challenges that online retailers face is that people may be hesitant to pay in advance for a product that they might not like, that may not fit, or that is the wrong color or fabric.  To address this concern, consider different ways to reduce the risk to your customer.  There are any number of ways to do this – for example, free delivery on returns, a hassle-free return policy, “try before you buy” offers, and the provision of very detailed product information before purchase are just some of the more common strategies.


Online shopping is convenient and easy, and if you pay attention to the concerns that are raised by potential customers and address them, you can expect that more shoppers will be happy to make a purchase on your site.

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Frank Kremer

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