Reduce Returns
In 2020, consumers returned about 10.6% of all goods. According to the USPS, purchasers return products bought online at an 8x higher rate than those bought in-store, highlighting a major friction point in the e-commerce fashion space. Great communication can help reduce those numbers. Because most returns relate to style and fit concerns, offer high-res images that show the product in context and invite customers to communicate their thoughts on fit and sizing. You can also apply past purchase data to new purchases to provide personalized styles and sizes. Another way to improve the economics of returns is to encourage shoppers to return products in-store or at specific drop-off locations, or by providing pre-printed return labels and packaging.
Keep Dollars in your Store
Returns and exchanges are part of the e-commerce business model. Offering a simple cash refund runs the risk of encouraging customers to shop elsewhere and reduces opportunities for customers to build a relationship with your brand. Instead, provide a store credit, or use chatbots, customer service reps, or text or email outreach to recommend relevant products for exchange. This encourages ongoing connection with your brand and keeps those original dollars in your store.
Encourage Conversions
According to the Baymard Institute, the average cart abandonment rate is 70%. Customers are more likely to leave something in their cart when they face barriers to checking out, when they’re comparing prices, or when they don’t trust a brand. To entice a customer to complete a transaction, use chatbots to address questions or concerns, provide a seamless and secure checkout process aligned with best practices, and promptly follow up with customers who have left an item sitting in their cart. Offering a small discount while the product experience is fresh in their mind can often be enough to encourage a conversion.
Communicate Shipping Expectations
Slow shipping is a major factor in cart abandonment, accounting for 23% of all abandoned carts. Ensure that your brand offers a variety of shipping speeds and makes it clear when a product is expected to arrive. Additionally, know that speedy shipping is expected in certain areas, such as electronics or luxury items, where a “white glove” approach is the norm. Offer a tracking number and provide shipping updates, including notification of when a product is out for delivery. This increases brand trust and helps customers anticipate when a product will arrive at their doorstep. If delays arise, communicate the issue with your customer immediately.
Address Questions and Concerns
Online shopping comes with questions and concerns not present during in-person transactions. Quality listings, fit guides, photographs, reviews and FAQs all help address concerns during the purchasing cycle. Additionally, online chat options combined with a 24/7 contact center are a powerful way to handle questions – and build trust in your fashion brand. Providing a direct way to contact a real human being builds trust, increases conversions, improves customer satisfaction, and also provides an opportunity to gather customer data.
Elevate Your Customer Communication with ListenTrust
At ListenTrust, we walk the talk. Our team of 500 bilingual nearshore reps is available for around-the-clock customer support, ensuring that your fashion retail brand delivers the customer experience needed to stand apart in the crowded eCommerce landscape. From product sales and lead generation through to handling customer concerns, we’re experts at addressing challenges, building rapport, and nurturing long-term loyalty.
Whether you’re a fashion start-up, a busy DTC business, or a larger fashion retailer who needs additional support, we’re here to help. Contact us today to learn about the ListenTrust difference.
