Gene AlvarezEver wonder why e-commerce sales for your organization aren’t as high as you think they should be? Well I can tell you one possible reason the shopping to check out process could be harder than just driving somewhere to buy the item. For example, I own two GPS devices for my cars and I wanted to update the maps since they needed it and the device recommended the update.
I go to the site register my products and next I have to go through a process that makes tax forms look like fun. I have to have the site scan for my device after the request to hook it up, however they already know what I have since I registered the products and they are in the “My Products” tab of my account.
After waiting for the device check, two maps set are recommended so I pick one and to make sure I have the right maps I read all the tabs and find out the first recommended product does not support by my devices. I hit the back button and repeat the process for the next product and find it supports my devices. Next, I put the product in the cart and proceed to checkout (30 minutes at this point).
During the check out process I notice that the 10% discount that I was told I would get for registering my product isn’t apply and that I need a code that I did see or was not told to save for my purchases. Now I have to restart the process to see if I can find the code for the discount (at this point I feel like Frodo in Lord of the Rings). I can’t find the code so now I go through the whole process again to purchase what I need (swearing that when the devices I own die that I will buy the competitors products sight unseen) after paying 10% more than I had too and then being charged for shipping.
Imagine what sales could be like if this was the process – sign into your account, select your devices from the “My Products” tab that has a link that reads “update maps” suggest the right product from the beginning and automatically apply the unclaimed discount to the cart and take me to check with address information pre-loaded from my account (remember I registered) and take me to check out – time should be <5 minutes to do this. Also why do you need my phone number plan on calling me soon? Also, if you wonder did I try calling the number on the site, I did they were closed.) So is your site shopping process like this one? Send me your URL if you feel up to the challenge.
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Category: Web and CRM Tags: CRM, e-commerce, ecommerce, eCRM, Web Sales, Web Selling
