A bad checkout experience can be the puncture in your customer bucket that is making you lose customers mostly after their first purchase. Losing prospects and first-time buyers can have a not-so-good effect on your overall Shopify sales performance.
While some customers might assess their experience of your store by the design and shopping experience others might base their opinions based on the checkout experience. That is why, as a Shopify store owner, you need to make your customers the center of your small and big decisions when creating your store.
These post-purchase mistakes when not handled can cause you to have high churn rates and low checkout rates in your store. And this is what no store owner should experience. The goal is to get sales at the maximum not to lose them
To keep the sales coming in, you need to seal up all leaking spots to retain a good number of your customers. Once you have your customers retained, you get better chances at increasing sales.
We will be discussing some post-purchase errors you should not make when you want to maximize the checkout stage as one of your sales strategies.
5 Post-Purchase Mistakes To Avoid For Your Store
1. Sign up before checkout
An e-commerce store or website is quite different from other websites that might not need to nudge their customers to take action.
A Shopify store looking for customers to patronize needs to reduce the friction customers can experience while shopping. An example of that friction is requesting that customers create an account before checking out on their cart.
Having sign-ups before allowing customers to make payments for their orders can cause some customers to get abandon their orders.
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2. Excess Form Filling
In the bid to get customers’ details when they are shopping, some stores end up with excess forms that can bore customers and cause them to abandon their orders.
Asking for unnecessary information can lead to distrust. Customers may question why you need such data. Considering that in this age, such data can be used for another purpose.
Talking about data protection by the General Data Protection Regulation (GDPR) has covered customers with measures that can help safeguard their details while using online platforms for transactions. However, some customers have little or no information about this. Hence, the reluctance to give all their details.
To deal with this issue, ensure you only request information that can facilitate the purchase process. Let’s say the customer’s name, address, email, and alternative means of contact.
3. Expensive or Limited Delivery Options
One of the reasons for high rate of cart abandonment is shipping fees. A survey by Baymard showed that 48% of online buyers abandon their purchase due to high shipping fees.
When the cost of shipping an item becomes too high, you might get a low sales conversion and customer retention rate post-purchase. Customers might be skeptical about returning to buy from your store again due to the high shipping cost.
Also, when there are limited shipping options to choose from, customers might be discouraged from finishing up the purchase process. This is a mistake you should avoid as a store owner.
To counter these mistakes, you should provide your customers with multiple shipping options that can suit their pockets.
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4. Poor Thank You Page Outlook
Design and store outlook is a way to capture your customers’ attention.
Most online customers are attracted to certain stores just because they like how the website is designed and arranged. Design plays an important role in persuading or influencing customers to place an order or return to buy again.
A not-so-appealing or plain thank you page might cut down on customer retention rate for your store. This is because there is nothing to attract customers to return to buy again. Neither do you have a specific call-to-action or reorder discount to help you keep them locked.
To handle this issue, you can have a specific call-to-action on the order status page (thank you page) that directs customers to see other products or collections. You can also show other products that customers might find worthy of buying on the thank you page as well.
With the Thank You Page Builder on StoreBundle, you can have your post-purchase page optimized to increase sales and retain customers.
5. Less Or No Information About Orders
Customers would want to know details of when their order will be delivered. Having no information about how to track or details about when orders will be delivered is an error you do not want to make post-purchase.
After saying your thank you words for an order, you can briefly inform customers about when they will likely get their orders on
You can also provide more details about the order. For instance, the number of items in the order.
To further help customers use their products, you can have support videos attached to your thank you page by using a Thank You Page Builder to optimize and customize your page.
How To Improve Post-Purchase Experience
1. Quality customer support
Ensure that your customer support channel is accessible and always available for reach. This will help customers with post-purchase issues get through to you.
It can also be your unique selling point to gaining a customer’s trust and loyalty. If possible, you can have real humans behind your support channels rather than chatbots. Customers find it more comfortable to chat with human support than bots.
2. Personalized shopping experience
Once you have collected customer data pre-purchase, you can use this information to treat them nicely as they shop.
For instance, when saying your thank you message, you can use their names rather than “Hi there”. This makes the customers feel valued and relevant.
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3. Offer loyalty rewards
Giving consistent customer rewards for always returning to buy from your store can help you improve post-purchase experience.
With such offers, they feel more obliged to come and buy again. Especially when those offers are only redeemable at their next purchase.
Wrap
Having these boxes ticked and mistakes avoided can help you increase your chances of getting more sales on your post-purchase page. All the points mentioned above are to help you give customers the best shopping experience you can which in turn increases sales and revenue for your store.
