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How to Close the Abandoned Cart Loop Every Time

“Excuse me, is there anything I can help with?” Says the perfectly polished sales person at your favourite store. They aren’t pushy, they are available, knowledgeable and helpful.

 

And on the back wall of the staff room their sales numbers are off the chart. They capture every possible sale with efficiency, courtesy and a subtle tenacity.

 

It’s too bad that same in-person experience can’t be replicated in your eCommerce store…or can it?

 

While we can’t read a person’s body language online we certainly have the data to predict their interests and intent. Combining that data with artificial intelligence allows every online store to convert potential abandoned cart scenarios or translate them into wish lists for a later purchase.

 

Abandoned Cart Detection

 

With extensive experience in developing eCommerce stores we know there are certain types of browsing activity that precede an abandoned cart. This data, combined with demographics and browsing behaviour deliver an informed assistant approach.

 

Abandoned Cart Conversation

 

On detection of the pre-abandonment activity your AI sales agent pulls on various data sources to inform their offer of assistance.

 

Brand New Visitors

 

Making a first impression counts as much online as in-person so polished offers of help are an important way to start. Why not offer them a discount too for their first purchase? The clever assistant can even apply the discount to an existing cart, removing some of the checkout friction.

 

Returning Visitors

 

Having contact details provides the best opportunity to start a conversation and ultimately convert into a sale. So if a return visitor is browsing and even adding to cart incentivise them to that next step by suggesting compatible products, supporting articles or videos, or a review that might just sway their behaviour.
Validating their journey based on the journey of others is a great way to open dialogue and get to the point where you can formalise your communication on other channels such as email, chat apps or even SMS.

 

Existing Customers

 

They’ve likely already made a purchase and invested some trust in your store, so the conversation is slightly different here. You’ve got the contact details, consider the best way engender loyalty providing unique discounts. If you’ve noticed they abandon carts regularly ask them why and then deliver follow up specific to how they answer.

 

Abandoned Cart Conversion

 

The above strategies are tailored to the customer type but ultimately all serve to personalise their shopping experience and convert them to paying customers on each shopping trip.
If they are not ready now, let them save the cart for later and use your AI sales agent to manage the wish list reminder process.
Using AI to solve the abandoned cart problem is about putting all of the pieces of shopper data together into one insightful puzzle.

How to Spot & Fix an eCommerce Fake in One Step

Every day we seem to hear about a new online scam. Queensland Police recently shut down 3 fake trader websites selling barbecue and fitness equipment, users followed the payment instructions but no goods were ever received.

 

We’ve read about SSL certificates and displaying your ABN as good ways to proclaim your eCommerce legitimacy and it’s decent advice. But when it comes to convincing your customers you’re legit you only need one thing – an easy, transparent dispute resolution process.

 

Having one boils down to choosing the right payment method.

 

Some payment gateways include buyer and fraud detection features that make dispute resolution almost as easy & transparent as the purchase itself.

 

Paypal Buyer Protection

 

Paypal has a policy called Buyer Protection helping anyone that purchases an item through Paypal dispute an order that is wrong or never arrives. They also do a pretty good job of treating both buyer and seller equally, requiring proof and agreement to a final decision. The system works very well for small goods purchases and importantly is clear and well-documented.

 

Stripe Dispute Management

 

Stripe processes transaction payments in checkout, deducting them directly from the purchaser’s credit card. If a transaction is disputed the buyer must do so directly through their credit card company, Stripe responses with a hold on that transaction amount while a formal dispute resolution process is undertaken. The Stripe interface allows you to submit evidence and in general behaves like the Paypal dispute process for the store owner providing clear documentation to help each party finalise the resolution.

 

Paypal and Stripe provide a transparent process for when transactions don’t go according to plan, but what about other payment gateways?

 

Bank Payment Gateways

 

If a customer does not recognise a credit card charge they can lodge a dispute with their card issuer. This triggers a chargeback scenario where the dispute is eventually lodged with the merchant. If you as the merchant are using a payment gateway that deposits funds directly into your bank account then you will need to lodge evidence on your own behalf. The processes here are legitimate and secure but interbank chargeback process can be long and protracted with no one place to see where the dispute resolution process is up to.

 

Third Party Payment Gateways

 

Also secure and legitimate these gateways have a general policy of letting the bank chargeback process take over when disputes arise. And while some popular gateways have good fraud detection features for merchants, you and the buyer are in the same boat as if you were using a bank payment gateway.

 

Transparently Not Fake

 

Fake sites make all eCommerce merchants look bad, but in reality most sites are reputable and real. Your best defence is a good offence, so make sure you have a easy, transparent dispute resolution process included in your payment options. It’s that final reassurance in checkout that removes any buyer nerves or doubt from the transaction.

 

And don’t forget to tell your site shoppers early and often about your return and dispute policies – as online merchants we must go the extra mile to deliver transparency and trust.

 

Why You Shouldn’t Rule Out eCommerce for Your Business

Ecommerce is an invaluable tool for any business. Not only does it reduce, or completely eliminate, overheads associated with a physical storefront, it also creates an entirely new customer base through national and international shipping. With an online store at your fingertips, customers from all over the world can purchase your products at the click of a button. The possibilities are endless, and open to every type of business imaginable.

All you need is a website, a product, and the right mindset to present it to the world. It’s time to embrace thinking outside the box and start putting round pegs into square holes. Think differently is what we’re are saying!

 

BUT MY PRODUCTS ARE TOO BULKY TO SHIP!

 

If you sell bulky products such as fridges, furniture or exercise equipment you may be tempted to forgo ecommerce due to the various challenges associated with shipping them. Due to their size, such items cannot be posted by regular means and must generally either be hand delivered by your business, or sent via courier. Both options are entirely feasible and utilised by countless online businesses to great effect.

 

Websites such as Appliances Online offer free delivery of fridges and other large appliances to their customers by dispatching their own trucks from their warehouse. Obviously this isn’t an option for everyone so websites like Gym and Fitness ship fitness equipment to customers and charge for delivery based on the postcode of the buyer.

 

If you’re worried about charging for delivery, don’t be. Customers who purchase products online are generally prepared to pay for reasonable shipping – it’s all part of the experience, and the trade-off for being able to shop from the comfort of your couch.

Of course, there are always more creative methods such as factoring the cost of shipping into the total cost of the product itself.

 

MY PRODUCTS ARE TOO UNIQUE / CUSTOMISABLE TO SELL ONLINE

 

The uniqueness or customisability of your product should never be a barrier to utilising the advantages of ecommerce. While it can present a problem for instant purchasing, there are many ways this can be positively presented through an online business. For example, take a look at RedBubble, a website that prides itself on selling unique, customisable products. From T-shirts to posters and home décor the options are endless, and most allow the customer to customise the item to their preferred taste. Posters, for example, have multiple prints, sizes and materials to choose from. Other examples include Spread Shirt, which allows the customer to create custom clothing and Pimp My Fridge for customisable fridges.

 

Alternatively, if your product has too many options to realistically list, you can provide a price range and then offer the customer direct communication through an email form or phone number, to enquire further. Using an ecommerce store front as a lead generation tool is a clever way to upsell your products too.

 

WHAT IF I DON’T SELL A PHYSICAL PRODUCT?

 

This is no obstacle. When it comes to online shopping, services are products – it’s just a matter of how you package them. Services can be displayed and purchased like any physical product; the only difference is what the customer receives. In fact, services have multiple advantages over physical products. They have no manufacturing costs, they don’t need to be stockpiled or ordered and they don’t require shipping. You have complete control. You can offer as much, or as little, in each package as you like.

 

Websites that utilise this to great effect sell services such as content for everyday things like LinkedIn bios, legal services, and streamed movies and TV shows.

 

Whether you sell bulky objects, unique and customisable products, or intangible services, ecommerce can help you do it. The options are infinite and the only limitations are the ones you impose on yourself.

In Passionate Defense of Point of Sale

WK Digital is passionate about point of sale – kinda weird huh? Well not really when you consider its the thing that keeps all your customer purchases, staff and profit in check every damn day.

#onlinePOS

We build online point of sale software, what does that even mean? Well principally its your own customised website that processes online orders as efficiently as if your customer was in store.

#hardwarevendors

Sometimes our software is used in replacement of hardware based point of sale, for some it makes sense. But we’re not hardware vendors, our partners are.

#beautifulcatherding

9 times out of 10 what business owners are looking for is a great point of sale system that does in store what can be described as the most beautifully choreographed cat herding exercise every damn day.

#ohyeahnailedit

Minus pepperoni on the meatlovers half of your extra large pizza? Chicken schnitzel in the front kitchen made first before the lamb wrap in the deli for the same order? Need a shirt send from another store? In store POS systems have you covered.

#takeyourmumtothedoctor

Even better, these systems give you a real time view of profits based on orders less staff and other operational costs, to your phone while you’re taking your mum to the doctor.

#nowhingies

POS systems = control and the ability to make fast decisions. Slow day on a public holiday, losing money? Shut the shop early based on the information, not a whingy staff member.

#nottooexpensive

The feedback we get, is that in store POS systems are too expensive. And maybe some of them are, but speaking to most of our industry brethren they’ve adjusted pricing to give you options – so hear them out.

#dumbfridges

And we know your other equipment costs money, but your fridge can’t tell you (yet) whether you’re making money. So invest in something that does.

#antihassle

We have our favourite POS vendors sure, but only based on a mutual desire to see clients get the very best service for the very best price and the least amount of hassle.

#webposhandsbloodyfree

The best part is, if you’ve invested in a good system then getting a website to boost your profits is easy with WebPOS. We set it up and then we send the orders to your POS, just like now. You update product information on your POS, the site is updated at the same time, no extra work. Hands bloody free.

#everydamnday

So in 2016 technology and information has made it easier to own and build businesses, but without a software system that controls your operation you’ll just keep wishing you had one, every damn day.

How to Start Building Your Business Empire Today

Back to the grindstone, back to the same old maybe not going anywhere job, feeling closed in by a company that is anything but merit-based? Time to run your own show?

Naawwww…yeah? If you’ve even spent an hour investigating running your own company then you’ve probably heard the black and white, the bad and the good, but what about the grey,  and the not so written about?

After 8 years in the digital space maybe our experience can help give you a picture of how you can start your own business and build it into something that replaces and then expands on the money bring in now.

 

Changing Financial Focus

 

Realistically starting a business means changing the focus of your financial investment strategy. You need to be prepared to budget for what you want to do, putting estimates around the costs you think you’ll need to outlay. You’ll also need to be realistic about other investments – thinking of buying a house? That may need to wait.

 

Supporters and Advisors

 

You need to run your ideas by people you respect and by people that know about the industry you’re about to jump into (these could be the same people). They’ll help you flesh out what you want to do and how you can get potential customers to respond positively to your ideas.

 

You need to talk to your significant other and make sure they support what you’re doing and can give you some encouragement on tough days when things aren’t going your way. And don’t forget about your mum or dad – at least one or both think you hung the moon regardless!

 

So how do you start making money?

 

Get a Shopfront

 

You need a marketplace/showroom/shopfront where people can come and find you. Even better if that place is open 24/7. eCommerce might not be for everyone but in our experience using a website to complete some or all of a transaction with your customers will mean they save time and so do you – this of course is almost as good as the thing you are selling.

 

Build a network

 

Maybe you already have one but they don’t know what you’re up to? Every week you need to be pursuing opportunities large and small to get noticed for what you eventually want to do full time.

 

If you’re selling to other businesses then LinkedIn is a great way to professionally advertise what you do and establish your credibility. If you’re selling to consumers then you need to consider Facebook, Instagram, Pinterest or even Snapchat, it all depends on who your target market is.

 

Just as valuable as online is good old face to face networking. It’s so much easier to build credibility and get people’s attention when they’ve met you face to face. Investigate industry bodies and groups that potential clients belong to and make sure you attend industry events – this is always money incredibly well spent.

 

Know your Sales Process

 

Statistics continually tell us it takes an average of 7 interactions with a client to bring them onboard. That means you need to build a marketing plan around how you will reach them multiple times without having to invent 7 different types of marketing.

 

You should also have a Customer Relationship Management (CRM) tool that you can store current and future customer details in.

 

A CRM will allow you to track every time you spoke with a customer, what messages and marketing they received and where they are in the sales pipeline – cool, warm or hot lead?Preferably its something you log into online so that you can access it anywhere, anytime.

 

Back in 2008 we put as many of our tools of trade online as we could. That was surprisingly more challenging then you would have thought but it’s been the bedrock of scaling our business for success.

 

Having a shopfront, building a network and knowing your sales process will lead to the ever important dollars you are seeking. Even more than that it will give you control over your current and future destiny and that should continually lead to informed business decision making.

 

Even if you have another gig, it is possible to starting empire building right now. Good luck!

Set-up a Business PayPal Account and Start Selling Sooner

Starting a business can be one of the most exciting times of your life. Sure, it can be a little stressful but most of the time you will undoubtedly experience a thrill that can be hard to explain at dinner parties but gives you the rush to keep everything on your ‘to-do’ list moving.

Running your business comes with many decisions that you will need to make and chances are you will need an easy and reliable way to invoice your customers and/or clients. Offering a trustworthy payment method makes using your business that much easier for your customers, so it’s important to get it right.

If the above description has hit the nail on the head, then you don’t need to look much further than PayPal. PayPal is quick, provides lots of online tools, is trusted and most importantly- it’s available anywhere you have access to WIFI. PayPal has come a long way in recent years and is not just used for safely purchasing items of eBay – contrary to popular belief.

Follow the below guide to learn just how easy it is to set up a PayPal account for your business.

Step 1: Create your PayPal account
Setting up your PayPal account is quick and easy. It’s free to sign up, it doesn’t matter which account you select. PayPal generally runs by accepting commissions for all payments you receive as well as currency conversion fees.

Step 2 – Start your Application

To continue with the set-up of your PayPal account, PayPal asked for quite a few details to verify your business and the individuals associated with it. There is nothing to worry about here, it is just one of the many ways PayPal can keep to their commitment of providing a safe place for transactions – for all parties involved.

The below are the type of details you need to provide and have ready to create your Paypal Account (PayPal may at times require further details):

Personal information:

  • Your address
  • Your full name
  • Your email address
  • Your phone numbers

 

Business information:

  • The address of your primary place of business and registered office (if applicable).
  • How your business is structured (e.g. sole trader, proprietary company, etc).
  • The Website Address or Facebook Web Address
  • ABN and/or ACN
  • Legal business name and trading name (if applicable)

 

Business contacts details:

  • Names of any applicable business contacts (e.g. company directors, chairpersons, treasurer, secretary, etc).
  • Names and addresses for any beneficial owners.
  • Names, addresses and dates of birth for any partners.
  • Name, address and date of birth of the primary authorised user of the account

 

If you’re applying on behalf of a trust, PayPal will also need:

  • Trust name and type
  • Details of the trust beneficiaries.
  • A copy of the trust deed. (PayPal will ask for this once your application has been accepted)

 

Once you have filled out all of the above details, you just need to accept and agree to PayPal’s User Agreement, Privacy Policy, Combined Financial Services Guide and any other incorporated policies. These policies may be updated at times, and PayPal will send you an email communication to let you know.

Your PayPal account has been successfully created.

Once you have completed the above mentioned steps, you can use your account straight away and this means you can begin immediately customising your PayPal payment preferences.

How do you want to receive payments?

PayPal has several options to choose from. You can choose one, or you choose them all. Choosing the right method will open up features that will most suit the type of business activities you will be conducting. PayPal is also very helpful and point you to the option/s that suit you most and you can always change your preferences at any time if your business circumstances change.

The options include:

  • On your website
  • With online invoicing
  • On eBay
  • In person

To finalise your set-up there are some more things you need to do but are all quite simple and easy to manage with a little bit of quiet time and a cup of tea at hand. You don’t need to do them all at once but it is good to get them out of the way so you don’t need to worry about it later on.

Things to note to finalise your business set-up:

  • You will need to confirm your email address – head over to your inbox and click the provided link. If there is no email there, check your Spam Folder (You will need to confirm this before you can accept payments).
  • Link your bank accounts – link your bank account so your PayPal account knows where to send money when you wish to withdraw or make payments.
  • PayPal may initially limit the amount of money you can transfer from your PayPal account until you’ve verified your linked bank account or credit card, so it’s a good idea to do this as soon as you can.
  • Make your business name clear for customers. In your account set up, you can add your logo as well name your PayPal account that your customers will recognise on their bank statements as well as in their email invoices.

 

Setting up your PayPal may be a daunting concept but it really is a simple process that’s very much worthwhile. It’s important to remember that PayPal is a big enterprise and is trusted by millions of people all over the world so there are lots of resources and help available if you need it.

 

 

FROLO Explained

There has been significant upheaval in the restaurant online ordering space in the last 12 months, companies have merged, companies have been bought out for hundreds of millions of dollars and some have gone out of business.

We can’t predict exactly what will happen to aggregated online ordering sites but we can explain a new phrase, FROLO, that has popped up.

FROLO stands for free restaurant online ordering and that in itself sounds pretty good, who doesn’t love free?

Please read the fine print though because what FROLO vendors offer is not free. You pay to build your own online ordering website and you have a flat monthly support cost to host the website.

This is the nature of all websites, pay for the expertise to have your site built and then while you are happy with the service continue to pay for your website to be hosted, supported and secured.

The “free” part of FROLO is that no commission is charged for each order, and that is a great idea. In fact its such a great idea we thought of it back in 2008 and have been building and hosting restaurant online ordering sites since then, NEVER charging a commission on sales.

The online ordering industry is ripe for a shakeup and we think this will be good for restaurant owners across Australia. We will continue building custom, feature-packed online ordering websites that never tax your profits – how good is that?’,

One Simple, Effective Way to Connect with Your Customers

Applying the personal touch when selling online can be challenging – especially when most businesses sell online to spend less time on the phone. But there is one surefire way to connect with your shoppers in a way that benefits them and you and that’s by adding a live chat feature to your website.

Three awesome reasons to seriously consider live chat on your website:

1. Multi-tasking – In the era of multi-tasking your customers will be ever so grateful that they can type out a question, grab a cuppa, pay a bill and then come back for the answer. And that question might just be what’s been holding them back from purchasing. You can also multi-task, keeping multiple chats open at the same time – no annoying hold music for anyone!

2. Information – Just by reaching out to you the live chat tool can tell you where the customer is, what Internet browser they are using and other information useful for helping them shop and checkout. Live chat can help you answer all those questions without even having to ask, and its the kind of information your website technician might need to fix a site issue.

3. Trust – A tool like live chat can be personalised with names, images and information that helps your customers comfortable that they are speaking directly to you. It helps build trust between a person who needs help and the person who can provide that help. Trust easily leads to loyal and repeat customers.

We think businesses can easily extend a personal approach to their online shoppers in many ways, but live chat is certainly at the top of that list. Our eCommerce solutions are live-chat enabled and even allow you to shop on the customers behalf if they need some help after chatting with you.

Get in touch if you are interested in more information – info@wkdigital.com.au.

Make Customers Come to You

An Australian customer of ours just had beautiful wedding in the middle of Central Park. It was just for them, tailor-made to suit what they had in mind for their special day. And that reminds us of what people are looking for in a website…equal parts unique and special but definitely a statement about the person or business it represents.

 

The wow factor for a website can easily be a splashy or unique design but in our experience what people are looking for on your website is that unique representation that you think makes you stand out from your competitors.

 

Is your business selling tyres? How about building a website that allows people to take their research process further and see if you have exactly the tyre they are looking for with prices confirmed so that all you have to do is book in an installation time? And the best part is, its a give to get, they get their information easily, and you get a qualified and specific lead generated directly into your database. That’s a whole marketplace coming to your door because you get that they just want the information now with a minimum of fuss.

 

Sexy web design is good, efficient and speedy information delivery is something every business owner should lust after and then ask for from their website provider.

 

Your dreams can be built online and we get a kick out listening to those big dreams and then making them happen – you should expect nothing less!