In simpler words, online shopping or e-shopping is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web-browser. English entrepreneur Michael Aldrich invented online shopping in 1979. His system connected a modified domestic TV to a real-time transaction processing computer via domestic telephone line.
Online shopping took over a significant segment of the retail market during the first decade of the 21 st century. As number of personal computers increased and established, retailers began to offer their products over the Internet. Some of the various ways in which online marketing is done in India are company websites, shopping portals, online auction sites. Interestingly, India is expected to be the third largest Internet market in the world in the next five years. A survey by Associated Chambers of Commerce and Industry of India (ASSO CHAM) revealed that shopping trends of Indian consumers have witnessed a significant change as online shopping show more than 55% rise in 2013 as compared to previous year’s 85%.
The key drivers for the boost of online shopping sector are increasing broadband internet penetration/usage, rising standard of living with high disposable income, availability of much wider product range compared to what is available in the market, busy lifestyle leading to lack of time for offline shopping and relatively lower prices of the products. Generally, higher levels of education, metropolitan cities and personal income correspond to more favourable perceptions of shopping online. Delhi ranks first in e-shopping followed by Mumbai and Ahmedabad.
With online shopping we are no longer required to visit malls to make a purchase. By just sitting at the comfort of our homes, we can buy the required products and also pay online. Online shopping is fast, convenient with your goods reaching you at your door step. There is now no need to drive down to the mall, hence saving your money, time and effort. More and more people have turned to Internet to buy everything from food to books to houses and groceries. The idea of not having to wait in long queues or in traffic or search through racks of clothing looking for the items or being able to shop at any time—preferably in pyjamas—has caused more people to turn to shopping online.
Apart from convenience, rising fuel prices, money saving schemes and availability with abundance of choice are keeping the buyers glued to the trend. Smaller towns and cities, where latest fashion trends may not be available, can buy their favourite items through online shopping. Many shopping sites provide the option of flexible delivery date and time, insurance of items, hassle free exchange policy and even cash on delivery which is the biggest added advantage. For all these advantages one of the online portals have the tag-line “shopping makes me happy happy.”
Technology is more often accompanied with disadvantages and online shopping is no exception. The internet is prone to cyber crimes and online shopping is facilitated through this internet only. Cyber criminals like identity thieves prowl the internet looking for unsuspecting targets to steal their credit card details. Armed with sophisticated hacking and tracking software, they break the security protocols and access confidential credit card information which they use to their benefit. Many people are thus very wary of online shopping because of the risks involved in them.
‘Pictures can be deceptive’ is a widely known fact. This is one major drawback of shopping online. Although one is able to read the description of the product, the quality variant is an issue. Choosing the appropriate size is another hurdle. A shopper who is uncertain about what to look for, or who just enjoys browsing through items on display will prefer a store where the products can be seen. The decor, music and arrangement of goods in a retail store creates a multi-dimensional shopping environment that cannot be duplicated online. Many people who are currently unfamiliar with computer are not likely to change their habits to shopping online.
Online Shopping Problems with Service:
1. Digital Challenge of Fact
In less complicated words, this issue with online shopping can be called ‘depend on problems’. Liking an item is never enough, clients need to make certain the product is durable as well as satisfies the purpose.
On-line shopping postures the problem of the extreme difference between actual as well as online. Neither do the clients directly know the supplier nor can they see the item for what it is.
There’s a great opportunity that the size, shade, as well as fabric appear various in the picture as well as leave the client disappointed on delivery.
Service:
The significance of having evaluations on a Shopping platform can not be overemphasized.
Real evaluations of a product by customers currently utilizing it are a lot more assuring than any other insurance claim that your internet site makes.
Besides testimonials, a reliable way to do away with this on-line shopping problem is to confirm the suppliers you team up with.
On the basis of their documents and also background, validate as well as license trusted members so that the customers understand your site is ready to take duty.
E-commerce problems of contrasting virtual-physical nature can also be ruled out if you team up with vendors that have simple return policies.
2. Uneven Range Small Amounts
This is an online shopping trouble that is not as resolved enough however it positions significant complication for customers.
The basic idea is that having excessive range can drive away your customers, and lacking it can maintain them away. A small amount or equilibrium requires to be kept.
Consumers tend to weary if they do not locate what they are trying to find swiftly. That is why having way too many alternatives and also selection is an issue.
On the other hand, if there’s not enough selection, the customer could not exactly locate what he is looking for in any way.
Solution:
Shopping troubles like these can be quickly dealt with by allowing a very tailored and also customized user experience.
Having selection is inescapable if you require to keep and also deal with consumers of all types, but revealing all the range to them is not required. Customizing search results pages precisely according to key phrases, preferences, as well as buying background is an exceptional way to fix this online shopping problem.
To avoid not having selection, having display screens for different dimensions is essential, specifically when purchasing garments is worried.
Various versions of various dimensions with their own body specifications make the client feel relatable and much more likely towards purchasing.
3. Uncertainties with Safety
We would be existing if we reject a certain quantity of anxiousness prior to making any kind of crucial transaction while shopping online.
The most typical problem with online purchasing is the worry of losing money to unpredictable repayment entrances, followed by the inconvenience of having to fill out numerous details and undergo numerous steps before making a settlement.
Clients fear conserving bank information on shopping platforms being afraid of hacking, swiping of tools, and so on. And money-related unpredictability is the most unsafe online shopping issue, not only due to the fact that client’s cash is at risk, yet because the brand’s online reputation goes to stake too.
Solution:
One of the most evident options is certainly to companion with one of the most prominent and preferred settlement gateways, ones that even the customers identify.
Enabling a selection in payment options, right from traditional card repayments to electronic pocketbooks like Google Pay is one more way to make clients really feel comfortable with whichever payment choice they rely on.
Generate advanced trusted payment choices that tempt clients like Bitcoins.
You can also address this on the online shoppingtrouble by using cashback and various other coupons to urge them to make deals.
4. Indefinite Specs
Specs of any service or product are very important for the client to determine that the product is specifically what they need.
This online shopping problem typically emerges with non-technical items like clothes, devices, body care items, supplements, as well as certainly with solutions. This issue can transcend right into a scarier e-commerce problem- misconceptions- which can nab away your system’s reputation. If the client expects one point because of misleading specifications and the product becomes various, your platform can be in trouble.
Solution:
A single, strong, sure-shot solution to this online shopping issue is making item descriptions more sophisticated. Try to not lose out on any kind of details and clarify the item in a way that can create a sensory experience for the client. As an example, ensure a silky textile like Organza is not referred to as silk yet as a light, smooth, and also sheeny material that feels like silk.
5. What After-Sales?
One of the greatest problems of consumers relative to product-based ecommerce purchases is the customer service. An ecommerce system’s responsibility doesn’t end with the sale, it in fact begins there. Distribution, return as well as exchange plans, refunds, repair services, warranty, and service warranty insurance claims, each of these accounts for a company’s commitment in the direction of its customers. A negative after-sales experience can include late shipment, or postponed reimbursement, or perhaps complicated exchange plan which will certainly reflect in the purchaser’s viewpoint of your brand name, as well as an unfavorable word of mouth advertising and marketing.
Solution:
A thorough, easy to understand, sensible, and also consumer-oriented after sales policy should be obtained and also placed strategically on your web site. The idea is to help the clients quickly browse to the regulations of the policies during their surfing in addition to reminding them of the exact same after each acquisition.
A practical as well as sophisticated tracking system need to remain in location as a notified consumer is less concerned, even throughout regrettable conditions that cause hold-ups.
An efficient response system should be designated so that in case of any kind of problem with the product, the customer does not really feel that it is a trouble to return or exchange. Quick responses and a timeline of pick-up and refund assure the customers that your brand cares for them and not just their money.
6.Poor Logistic and Long Delivery
One predicament that constantly turns up while shopping online is when the orders are delivered. Although most e-commerce sites have order tracking systems for their customers, they aren’t always accurate. Shippers often turn up at customers’ homes when they are at work or out somewhere. There’s no way to fix a particular time slot for the delivery to take place. This same problem exists while returning products. Another problem is that people living in rural areas are unable to shop online because not all e-commerce sites provide delivery services to their locations.
7.Poor Searching Engine
Customers choose to shop online because it is also to avoid waiting or queuing when shopping in the store. So there is no reason for them to keep waiting when shopping online just because the website loads slowly and has a poor search engine. Most consumers search for several minutes in a category before selecting one or more products for purchase. If navigation is not smooth, they will end up getting tired and leaving the site, leaving behind an abandoned shopping cart. This is one of the problems faced by e-Commerce consumers when shopping online.
8.Inflexible return policy
The product sheets must contain a link to the return policies. If they are better than the competition, highlighting them can be a great idea (immediate return without commitment, for example). In any case, return policies cannot be imprecise. The customer shopping online needs to know what to do if a product does not have the quality he expected. If e-Commerce is not able to satisfactorily answer questions like: How will you recover your money? Who will take care of the recovery of the item? etc., probably the purchase decision will never occur. The result will be an abandoned cart at best and a rebound most of the time.
Conclusion:
As online shopping became the regular part of people’s lives, optimization of e-commerce stores is crucial in order to provide the experience expected by website visitors (potential customers). The positive experience might result in higher revenues, the negative one might result in permanent loss of customers.