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Elements that increase e-commerce customer trust

Wiktoria Czerw
Content Editor
7 minutes of reading
Elements that increase e-commerce customer trust
Category E-Commerce

As we all know, building trust with customers can be difficult, especially in today’s era of cyberattacks, identity theft, and fraud. Consumers pay special attention to the credibility of online stores and the services they offer. Want to maximize sales and customer loyalty? Begin by incorporating these fundamental elements that will undoubtedly reassure your customers and strengthen their trust!


Insights on modern e-commerce stores

E-commerce is a dynamic industry that is constantly evolving. If you have been in the game for a while, you may have noticed that some things have been left behind while new solutions have emerged. These new solutions aim to build customer trust and encourage long-term relationships between consumers and brands.

Unfortunately, standing out from the competition in today’s crowded market can be challenging. To succeed, you must be patient and dedicated to convincing customers that your store is worth their time.

Success in e-commerce is determined not only by the quality of your products or services but also by your brand’s image. If customers perceive your brand as untrustworthy, they will quickly move on to a competitor’s offer. So how do you build a trustworthy brand and nurture relationships with your target audience? Let me break it down for you.

How to increase customer trust in e-commerce?

Gaining consumer trust takes work. If you’ve observed that most of your customers only make one-time purchases and do not return or leave your website without taking any action, it could be due to doubts about your store’s trustworthiness. This situation not only leads to missed sales opportunities but also increases the likelihood of negative feedback, which could harm your brand reputation and risk the future of your business. How to avoid this risk? Use the following tips!

Share the most important information

Sharing the most important information about your company is necessary for building trust with your customers. Contact details like your address, phone number, and email are essential for customers to reach out to you for support or questions.

You may be questioning the need to share your physical address if you operate just online. However, sharing your address will enhance your brand’s credibility as customers view organizations with a physical presence as more trustworthy.

In addition to your contact information, sharing a brief history of your company and important details about your operations, such as your terms and conditions, privacy policy, and delivery and return policies, can further boost your customers’ trust.

example of footer section in the Bershka online store

Implement SSL certificate

An SSL certificate is a security protocol that encrypts the connection between the user’s browser and the web server. This ensures that information transmitted over the internet remains confidential and protected from unauthorized access. As a website owner, it’s important to understand how crucial this protocol’s importance from a user’s perspective. If visitors don’t see the browser padlock icon and the letter “s” after “http” in the URL, they may not feel confident in sharing sensitive information and may leave your site. It’s essential to note that an SSL certificate isn’t an optional feature but a necessary component of building a professional and trustworthy brand image and achieving desirable outcomes. Additionally, without this protocol, you’ll be unable to provide your customers with a variety of payment options, as all online transactions must be encrypted according to industry standards.

page address screen us.brandymelville.com – example of a secure site

Verify website security

To enhance the trustworthiness of your online store, consider including security badges such as McAfee or Secure. This move will indicate to customers that your website meets established safety standards, thereby boosting their confidence in making purchases and revisiting your site. These badges clearly indicate that your shop has undergone necessary checks and verifications for safeguarding customer privacy and personal information.

Add reliable payment systems

The checkout process in your e-commerce store is crucial in the customer journey. Any hesitation or uncertainty during payment can result in cart abandonment and negatively impact your brand reputation. The solution to this problem is integrating trustworthy and established payment gateways that offer users a sense of security and confidence in their purchases.

To maximize convenience for your customers, offer a variety of payment options to suit their preferences. This requires comprehensive market research to identify the most suitable payment solutions that cater to your customer base. Adopting a reliable payment system can optimize the customer experience and strengthen customer loyalty toward your brand.

example of multiple payment options

Optimize UX

Boost customer confidence and encourage repeat visits with a website that’s optimized for User Experience. A well-designed site not only elevates your brand’s credibility but also streamlines the purchasing process. Make your store user-friendly by implementing the following tips:

  1. Simplify navigation for easy browsing and quick access to the desired information.
  2. Offer an efficient search function with filters to save users’ time and effort.
  3. Elevate the visual appeal of your website with quality images and graphics.
  4. Improve page loading speed by removing unnecessary content and compressing images.
  5. Provide a variety of payment options for added convenience.
  6. Suggest additional products based on the user’s preferences, needs, and purchase history.
  7. Make customer service readily available for quick and easy communication.
  8. Optimize your site for mobile devices, ensuring that all users can access it smoothly, regardless of their device.

Take care of reviews

Online reviews are a crucial element in the purchase decision-making process for customers. They provide valuable insights into the product or service quality and validate your business’s trustworthiness and reliability.

By featuring a reviews section on your website, you can establish trust with potential customers and avoid losing them to competitors. Plus, you gain greater control over the published reviews, showing that your business has nothing to hide and can be trusted.

But don’t stop there – it’s important to have a strategy for responding to comments. Negative reviews, in particular, require special attention. By addressing reported issues, fixing mistakes, and ensuring customer satisfaction, you’ll demonstrate to other users that you care about their experience and inspire them to make a purchase.

target.com – example of a user’s review section

Improve the quality of descriptions

The content on your online store holds huge significance in determining your business’s success. Simply copying product descriptions from manufacturers or including incorrect details can severely impact your results.

To create a compelling description, focus on providing valuable information that assists customers in making informed purchase decisions. This includes highlighting the product’s benefits and providing accurate specifications, dimensions, materials, and features.

ikea.com – example of product description

Increase brand awareness

Discover the impact of brand awareness on e-commerce customer trust. A strong brand reputation is necessary to build credibility and influence customer decision-making in favor of well-established companies. In order to cement your brand in customers’ minds, consider leveraging proven marketing strategies. What are they?

  • Search Engine Optimization (SEO) for your online store,
  • search engine advertising,
  • social media marketing,
  • Facebook Ads,
  • influencer marketing,
  • event marketing.
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Customer trust in e-commerce – summary

In today’s digital era, it’s no secret that establishing customer trust in e-commerce is a challenging feat. It takes a multitude of factors to persuade customers to make a purchase on your website. However, there’s good news – there are ways to optimize these factors to increase your business’s credibility. Keep in mind that building trust with your customers is a process that takes time and effort. It won’t happen overnight, but you can achieve it with the right tools and patience.

Thankfully, there’s a solution that can make this process a little less difficult – partnering with a marketing agency. Professional marketers have extensive experience, knowledge, and skills that can strengthen your strategy. With a reliable marketing agency like ours, you can establish customer trust and enhance your brand’s reputation within the industry.

Wiktoria Czerw
Content Editor

Wiktoria is a language and editorial enthusiast whose passion for content drives her to create unique, SEO-optimized texts. She has always been intrigued by linguistics, and she now applies this passion to her profession by ensuring every sentence is accurate and logical. Wiktoria is known for her precision and timeliness – every detail matters to her, and she strives to perfect the content in every possible way.

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