How to Build Trust with Customers Online
When it comes to selling online, gaining users’ trust is a serious matter for businesses. Based on a July 2015 poll from the U.S. Census Bureau and the National Telecommunications and Information Administration, security and privacy concerns are a big reason consumers are not doing more online. The survey found that 45 percent of respondents have stopped at least one online transaction due to these concerns, such as purchasing items online, commenting via social media, or making Internet-based banking or investment arrangements. With these statistics, what can businesses do to gain the trust of their visitors and shoppers?
Tell Customers What You’ll Do with Their Information
Another way to gain the trust of website users is to explain how personal information is handled when it is entered on a company’s website and when it is transmitted to data centers. Whether entered via an online contact form or when placing an order, names, emails, shipping and billing addresses and telephone numbers are common pieces of information that consumers expect to be safeguarded. When transmitting consumer information, businesses can provide another layer of security by ensuring the green lock appears next to the web address.
Let Customers Contact You at Their Convenience
A business can help establish credibility by creating “About” and “Contact Us” pages on its website. Given the fact that anyone has the opportunity to setup a business presence, providing identifiable and verifiable information can help build trust with visitors and customers.
The “About Us” section may include information about who founded the company and how the company started, along with traditional contact information, such as phone numbers for sales, ordering, ongoing support and social media contacts. Using verified Twitter accounts of the business itself or select departments, such as a dedicated support department, can give visitors additional reassurance that they are dealing with the intended company. To gain consumers’ trust, a business’s information can be validated through third-party certification.
Obtain Independent Verification
Sources for the study, statistics and the Better Business Bureau: