Human Touch in E-Commerce: A Guide for startups to be successful online store

man using laptop to do online shopping

The rise of e-commerce has encouraged numerous entrepreneurs to venture into the online retail industry. However, many of them face difficulties and are unable to make a significant impact or generate substantial revenue. The key to success in this sector often lies in building an e-commerce business that focuses intently on the customer. This fundamental principle separates those who thrive from those who struggle.

Learning from the Mistakes of Others

Many online retailers fall into the same traps: some believe they can gain an advantage by constantly having the lowest prices, while others attempt to emulate the industry leaders. Unfortunately, many neglect to provide their clients with the little things, like prompt responses or a personal touch.

Imagine two online shops starting out. The first shop, caught in a price war, finds it tough. They make tiny profits, and customers come and go based on who’s the cheapest. It’s a never-ending struggle, and they forget about making customers happy.

Now, the second shop takes a different approach. They spend time talking to customers, figuring out what they like and don’t like. Their website isn’t just a shop; it’s a place where people feel at home. They don’t just answer questions; they do it fast and with a smile.

Many do not understand that starting an online store is not just about selling; it’s about connecting with your customers. New online stores make the mistake of relying too much on automated systems, focusing on marketplaces like Amazon, changing the entire business model to satisfy Amazon’s business model, and trying to win customers solely by focusing on price.

Here are some tips to win customers and grow your e-commerce business:

Beyond Automation: A Return to Personal Connections

In the digital age, it’s common to encounter automated responses, be it in live chat or when calling customer service. However, the trend of having sales chats run by real people and answering customer service calls without navigating through voice response systems is gaining momentum.

Instead of relying on chatbots to greet customers with scripted responses and handle sales inquiries, opt for real people who are always available when customers send messages. Similarly, do not use a complex voice response system when customers call; rather, pick up the call right away. Do not force customers through a maze of voice response systems, leaving them pressing buttons and repeating information. It makes customers feel left out and waste their time.

Make a real person pick up on the first ring. There is no navigating through a labyrinth of automated menus. No wasting time. Just a friendly voice ready to help. It’s a simple gesture that makes a significant impact. This human touch not only helps in making sales but also in building trust and loyalty.

As you shape your online store, remember that the warmth of human interaction can set you apart in the digital landscape. Make your customers feel heard, valued, and connected, and watch as they become customers and advocates for your brand.

Dealing with Amazon: Why Many Startups Struggle

A lot of small businesses aim to sell their stuff on Amazon. It seems like a great idea, with lots of customers there. But trying to fit into Amazon’s way of doing things is tough. You see, Amazon has its own rules and ways of working. This can make it hard for startups. They might end up in a big crowd of similar products, losing what made them special. The pressure to match Amazon’s rules might change their unique style, making them like everyone else. It’s like trying to stand out in a big store where everything looks the same. Online stores need to be careful not to lose what makes them different while aiming for a piece of the Amazon pie.

Memorable E-Commerce Experience

Most sales transactions often feel impersonal, but there’s a growing movement to bring back the joy of a personalized touch. Especially for products like printed art, home decor, handmade items, and personalized products, the simple act of emailing customers pictures of their items before shipping can make a significant impact.

Rather than the traditional process of packing and shipping in silence, try to share a sneak peek of the item that will be shipped. Imagine a customer ordering a crafted piece of art for their home. In the conventional e-commerce world, customers would await its arrival with anticipation. However, a new approach takes you behind the scenes. Instead, change the approach of the shipping process by not rushing to pack it away. Instead, take a moment to capture the essence of the item. A picture is snapped, showcasing the details, colours, and craftsmanship. This image is then sent to you in an email, a thoughtful gesture that transforms the transaction into a shared experience.

This practice may seem simple, but its impact is profound. For products that are inherently personal—be it a unique piece of art, a handcrafted item, or a personalized creation—seeing a preview before it arrives adds a layer of excitement. It bridges the digital and physical gaps, making the customer feel more connected to their purchase.

As you build your e-commerce venture, consider how these small, personal touches can set you apart. The act of sharing a glimpse of the soon-to-be-shipped item isn’t just about showcasing the product; it’s about creating a shared moment of excitement.

These gestures bring back the warmth of a traditional shopping experience and definitely increase the e-commerce web traffic conversion rate.  By investing a little extra care and time, you not only deliver a product but also craft a memorable moment for your customers—one that resonates long after the package has been opened.

The path to success involves understanding customer needs, providing personalized experiences, and avoiding the lure of conforming to marketplace pressures.

As you shape your online venture, embrace the human touch in customer service. Choose real connections over automation, respond swiftly, and pick up the phone on the first ring. Don’t succumb to the temptation of fitting into Amazon’s mould; retain the uniqueness that makes your business special. Remember, in the digital age, the warmth of human interaction remains a powerful differentiator that can turn one-time buyers into loyal brand advocates.

Disclaimer:
This guide is intended to offer insights into building a customer-centric e-commerce business. However, every business is unique, and decisions should be made based on careful consideration of individual circumstances, market dynamics, and specific business goals. Entrepreneurs are encouraged to gather relevant facts, assess their business environment, and make informed decisions that align with the specific needs and objectives of their venture. This guide serves as a tool for consideration, and individual circumstances may vary.