How To Build Credibility for Your Ecommerce Store

As an e-commerce business owner, you're not just competing on the basis of product quality or price, but also on the level of trust you can instill in potential customers. With the vast array of options available to consumers, the smallest hint of unreliability can lead them to choose another store over yours.

Building online credibility for your e-commerce store goes beyond just having a professional-looking website. It's about creating a seamless shopping experience, fostering transparency, and consistently delivering on your promises. In this blog, we'll delve into actionable steps and strategies that can bolster your store's reputation, ensuring that customers not only click but also convert. Let's start off by talking about your website.

What is website credibility?

Website credibility refers to the trustworthiness and expertise perceived by visitors when they land on your site. It's the intangible factor that convinces them to explore further, make a purchase, or leave and never return. Credibility is crucial, especially in e-commerce, where transactions are virtual and customers cannot physically touch or see the products before buying. There are four main types of website credibility:

Earned credibility

This is the credibility your website gains over time-based on positive user experiences. It's built when customers have direct interactions with your site and are satisfied with the service, product quality, and overall shopping experience. Over time, as more and more customers have favorable experiences, your earned credibility grows.

Presumed credibility

This type of credibility is based on users' pre-existing beliefs or assumptions. For instance, if a user believes that larger e-commerce stores are more reliable, they might automatically trust a well-known brand over a lesser-known one, regardless of actual performance.

Reputed credibility

Stemming from third-party references, reputed credibility is about endorsements, reviews, or recommendations. If a trusted influencer or a friend recommends your e-commerce store, or if you have positive reviews on third-party sites, this enhances your store's reputed credibility.

Surface credibility

This is the immediate judgment users make based on the superficial aspects of your website. Elements like design, navigation, site speed, and mobile responsiveness play a role here. If your website looks outdated or is difficult to navigate, visitors might question its reliability, even if you offer top-notch products.

Understanding these four types will help e-commerce business owners tailor their strategies to enhance their website's credibility from every angle.

Why is website credibility important for ecommerce stores?

Website credibility becomes the cornerstone of successful e-commerce ventures. Here's why it's of paramount importance:

Trust in Transactions: Online shoppers are required to provide personal and financial information when making a purchase. If your e-commerce store doesn't exude credibility, potential customers will hesitate to share sensitive data, fearing security breaches or fraud. A credible website assures customers that their information is safe and their transactions secure.
Reduction in Cart Abandonment: One of the significant challenges e-commerce stores face is cart abandonment. A credible website minimizes this issue. When customers trust your platform, they're more likely to complete their purchase rather than leaving items in their cart due to second thoughts or concerns about product authenticity.
Competitive Edge: The e-commerce landscape is crowded, with numerous stores vying for the same customers. Having a credible website can set you apart from competitors. When customers trust your brand, they're more likely to choose you over others, even if there's a slight price difference.
Enhanced Brand Image: Credibility isn't just about making a sale; it's about building a brand. A trustworthy website fosters a positive brand image, leading to loyal customers who return, recommend your store to others, and leave positive reviews. Over time, this results in increased customer retention and brand advocacy.
Higher Conversion Rates: Credibility directly impacts conversion rates. A user landing on a trustworthy site is more likely to convert from a casual browser to a paying customer. Every aspect of your website, from product descriptions to customer testimonials, plays a role in this conversion journey.
Long-term Growth: While surface-level tactics might provide short-term gains, building genuine website credibility ensures long-term growth. It's an investment that pays dividends by establishing a loyal customer base, generating repeat business, and creating a sustainable e-commerce ecosystem.

In essence, website credibility is the foundation upon which successful e-commerce businesses are built. It's an intangible asset that can make or break your online store, influencing every step of the customer journey.

How to establish website credibility

Building website credibility is a continuous process, and it requires meticulous attention to various aspects of your online presence. Let's delve into the key strategies to enhance the trustworthiness of your e-commerce store:

Post Up-to-Date Contact Information: Ensure that your contact information—including phone numbers, email addresses, and physical location (if applicable)—is current and easily accessible. This not only offers customers a way to reach out with queries but also assures them that they're dealing with a legitimate business.
Be Thoughtful About Posting Seals and Certifications: Displaying security seals, industry certifications, or association badges can enhance trust. However, make sure these are genuine and clickable, leading to verification sources. Misleading badges can erode trust rather than build it.
Create Modern, Easy-to-Navigate Design: A sleek, intuitive website design is often the first indicator of professionalism. Ensure that your site's design is up-to-date, user-friendly, and responsive across devices. A clutter-free layout with clear call-to-action buttons can significantly enhance user experience and credibility.
Prioritize Website Performance: Slow-loading pages or frequent site downtimes can frustrate users and diminish credibility. Invest in reliable hosting, optimize images, and regularly monitor site performance to ensure quick load times and smooth navigation.
Highlight Social Proof: Displaying customer reviews, testimonials, and case studies can significantly boost trust. Positive feedback from real customers can reassure potential buyers of the quality of your products and services.
Use a Legitimate Domain: A professional domain name that reflects your brand adds to your site's credibility. Avoid using free hosting platforms or generic domain names, as they can come across as less professional.
Highlight Your Team: Introducing your team members, their qualifications, and roles can humanize your business. When visitors see the faces and stories behind the brand, they feel more connected and trusting.
Create Quality Content: Regularly updating your site with high-quality content—like blog posts, tutorials, or industry news—demonstrates your expertise and commitment to providing value. Well-researched and well-written content can establish you as an authority in your field.
Link to Your Privacy Policy: In an age of data breaches and privacy concerns, being transparent about how you handle customer data is essential. Ensure that your privacy policy is visible and easy to understand, detailing how personal information is used and protected.

Implementing these strategies can significantly elevate your e-commerce store's credibility, fostering trust among visitors and turning them into loyal customers.

Ensure That You're Getting Reviews

customer reviews serve as powerful word-of-mouth endorsements that can either uplift or tarnish a brand's reputation. For e-commerce businesses, reviews play a pivotal role in shaping purchasing decisions. A recent study by Emplifi suggests that over 90% of consumers read online reviews before making a purchase, and a significant percentage trust these reviews as much as personal recommendations. This highlights the immense influence that reviews wield in the online shopping landscape.

However, merely having reviews isn't enough; it's the quality, authenticity, and volume that matter. Genuine positive feedback can boost sales, enhance credibility, and foster customer trust. On the flip side, negative reviews, when addressed promptly and professionally, can showcase a brand's commitment to customer satisfaction. Encouraging customers to leave reviews post-purchase, perhaps by offering incentives or sending follow-up emails, can not only provide valuable insights into their shopping experience but also influence potential buyers. Moreover, a steady influx of recent reviews indicates that the business is active, evolving, and engaging with its customer base.

E-commerce stores must prioritize cultivating a robust review ecosystem. Not only do reviews act as testimonials of product quality and service excellence, but they also offer businesses a chance to interact with customers, address concerns, and continuously improve. In a world where consumers are inundated with choices, genuine reviews can be the distinguishing factor that tilts the balance in favor of one brand over another.

How to get reviews

There are several effective strategies to garner reviews for your e-commerce store:

Post-Purchase Emails: Send an automated email asking customers for a review after they've received and had a chance to use their purchase.
Incentives: Offer small incentives such as discounts on future purchases, loyalty points or a prize draw entry in exchange for leaving a review.
On-Site Prompts: Use pop-ups or banners on your website encouraging customers to review their recent purchases.
Social Media Engagement: Encourage reviews through social media channels. Customers often feel more engaged and are more likely to leave a review on these platforms.

Remember, the key is to make the process as easy and rewarding as possible for the customers. The more frictionless the process, the more likely customers are to leave a review.

The Importance of Responding to Reviews

If you have the ability to respond to reviews, especially negative reviews, we'd recommend doing so. Responding to reviews is just as important as collecting them. Here's why:

Builds Trust: Customers are more likely to trust a business that actively engages with its customers and takes feedback seriously.
Increases Visibility: Responding to reviews can improve your store's visibility on search engines, making it easier for potential customers to find your business.
Improves Customer Satisfaction: Responding to negative reviews and addressing any issues can improve customer satisfaction and retention.
Encourages More Reviews: When customers see that their feedback is valued, they are more likely to leave a review in the future.

Overall, responding to reviews shows that you are actively listening and working towards providing the best experience for your customers. This can greatly benefit your business in the long run.

Using Conversational Commerce Throughout Your SIte

In addition to collecting and responding to reviews, it's important to incorporate conversational commerce throughout your website. This means making it easy for customers to engage with you in real-time through messaging platforms or live chat. Some benefits of using conversational commerce include:

Personalized Experience: Customers can receive personalized recommendations and assistance based on their specific needs.
Convenience: Customers can easily ask questions or make purchases without having to leave your website.
Increased Sales: With the ability to provide real-time support and recommendations, customers are more likely to purchase.
Improves Customer Service: Customers can receive quick and efficient support, leading to higher satisfaction rates.

Overall, incorporating conversational commerce on your website can greatly enhance the customer experience and drive sales.

Using Remark to Increase Sales

Use Remark's conversational commerce tool to assist buyers in their customer journey. Your customers can chat with knowledgeable product concierges that will help with recommendations and answer any questions. This type of personalized assistance can lead to increased sales and customer satisfaction. Book a call to learn more about Remark today.