In the digital age, things can feel deceptive. Even major companies are subject to data breeches, and the modern consumer has learned to become skeptical on the internet. You can’t blame them for wanting to protect themselves – certainly, you also value your safety online. What you can do is create an environment that doesn’t leave your consumers with too many questions.
Do They Know Who You Are?
Who you are is more than just a brand name and the products or services you provide. Believe it or not, your “about me” page can put a customer’s mind at ease. Having names, addresses, and phone numbers at their disposal will help them see that there are real people behind your website who are accountable for transactions and fulfillment. Even small businesses can post a post office box mailing address and a direct phone number for customers that want to know who is behind an operation.
Can They Get In Touch With You?
Customer service is very important. What happens when your customers have questions, comments, or even complaints? They need to know where they can direct this information. Some websites choose to utilize a live customer service chat. If you have enough customer service agents available, offer this service to your customers. If you don’t already have one, start an FAQ page, and create a clear form or support request function where customers can get answers to questions they have that may not already be answered.
Do They Understand Your Security Measures?
How can a customer determine that it’s safe to transmit their personal information through your website? They need to know what’s protecting their data, and feel confident that it won’t be intercepted on its way from their computer to yours. If you have any security seals, clearly display them on your website. It never hurts to create a page about your security and link it in the footer of your site. Make sure customers can always see that they’re on a secure “https” connection instead of a plain “http” connection.
Do They Know Where Their Information is Going?
When they send you any kind of information, including their email address, do your customers know how you intend to use it? Your privacy policy is crucial. If it isn’t displayed, you need to post it in an easily accessible location. Your customers want to know that they aren’t going to receive spam emails or unsolicited offers by signing up for your mailing list, and they also want to know who is processing their payment when they submit their information to you.
Are They Aware of Your Guarantees?
What happens if a customer is dissatisfied with a product or service they’ve received from you? Are they going to be stuck with something they don’t like or can’t use? That’s the last thing they want. If you offer a guarantee or warranty, or if you have an exchange or refund policy, you customers will be able to shop with peace of mind. Purchasing with you will feel less like a gamble to your customers if they know you’re willing to stand behind whatever you provide.
You care about your customers, and creating a safe environment is the best way to demonstrate that care. You may be surprised how many more conversions you make when you’re able to improve the level of trust users feel when they view your website.
About the author
Heidi Finigan is a technology enthusiast with an unquenchable love for all types of new gadgets and apps. Her passion for technology manifests in her job too as she writes for VPN Compass, often covering Internet and data security topics.
