{"id":1070,"date":"2020-12-07T17:21:02","date_gmt":"2020-12-07T17:21:02","guid":{"rendered":"https:\/\/www.shipbob.com\/au\/blog\/ecommerce-pain-points\/"},"modified":"2025-09-15T00:39:29","modified_gmt":"2025-09-15T00:39:29","slug":"ecommerce-pain-points","status":"publish","type":"blog","link":"https:\/\/www.shipbob.com\/au\/blog\/ecommerce-pain-points\/","title":{"rendered":"5 Most Common Ecommerce Pain Points (and How to Fix Them ASAP!)"},"content":{"rendered":"\n<div class=\"wp-block-shipbob-blocks-single-toc single-toc\" data-controller=\"blog-toc-controller\" data-action=\"scroll@window-&gt;blog-toc-controller#scrollChanged:passive\" id=\"toc-component\"><div class=\"single-toc-overview\"><p>Table of Contents<\/p><div class=\"single-toc-read-time\"><p>** Minutes<\/p><\/div><\/div>\n<p><a href=\"#h-1st-pain-point-low-quality-product-search\">1st pain point: low-quality product search<\/a><\/p>\n\n\n\n<p><a href=\"#h-2nd-pain-point-hidden-and-expensive-shipping-costs\">2nd pain point: hidden and expensive shipping costs<\/a><\/p>\n\n\n\n<p><a href=\"#h-3rd-pain-point-poor-customer-service\">3rd pain point: poor customer service<\/a><\/p>\n\n\n\n<p><a href=\"#h-4th-pain-point-no-guest-option-for-check-out\">4th pain point: no guest option for check-out<\/a><\/p>\n\n\n\n<p><a href=\"#h-5th-pain-point-lack-of-product-content\">5th pain point: lack of product content<\/a><\/p>\n\n\n\n<p><a href=\"#h-discover-other-pain-points-through-data\">Discover other pain points through data<\/a><\/p>\n\n\n\n<p><a href=\"#h-conclusion\">Conclusion<\/a><\/p>\n<\/div>\n\n\n\n<p><span>Customers expect ecommerce brands to provide an exciting, speedy, and seamless shopping experience.&nbsp;<\/span><\/p>\n\n\n\n<p><span>Think about it.&nbsp;<\/span><\/p>\n\n\n\n<p><span>You\u2019re asking shoppers to spend their financial resources on your platform and the last thing you\u2019d want is for them to encounter challenges in the process, even minor ones. Especially now that <\/span><a href=\"https:\/\/www.mckinsey.com\/about-us\/covid-response-center\/covid-19-impact\/the-new-possible\/the-careful-economy#\" target=\"_blank\" rel=\"noopener\"><span>consumers are careful<\/span><\/a><span> about where they spend.&nbsp;<\/span><\/p>\n\n\n\n<p><span>That could end up with you losing business.&nbsp;<\/span><\/p>\n\n\n\n<p><span>So to make sure that your ecommerce store is providing shoppers with a quality shopping experience, it\u2019s crucial to know what pain points you\u2019re likely to face as an ecommerce business and how to solve these problems.&nbsp;<\/span><\/p>\n\n\n\n<p><span>Though certain pain points may be hard for your business to identify, customers will notice them right away, which could lead to conversion issues like <a href=\"https:\/\/www.shipbob.com\/blog\/cart-abandonment\/\">cart abandonment<\/a>. <\/span><a href=\"https:\/\/moosend.com\/blog\/cart-abandonment-stats\/\" target=\"_blank\" rel=\"noopener\"><span>69%<\/span><\/a><span> of online carts are abandoned.\u00a0<\/span><\/p>\n\n\n\n<p><span>That\u2019s why you need to know what you\u2019re looking for.&nbsp;<\/span><\/p>\n\n\n\n<p><span>We\u2019ve listed out the top pain points ecommerce businesses encounter, and how you can solve for them quickly.&nbsp;<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1st-pain-point-low-quality-product-search\">1st pain point: low-quality product search<\/h2>\n\n\n\n<p><span>When it comes to customer expectations, you need to be ahead of the game. These days consumers expect ecommerce brands to know their needs and ensure a seamless shopping experience across all platforms and devices.&nbsp;<\/span><\/p>\n\n\n\n<p><span>When you\u2019re <\/span><a href=\"https:\/\/rickywang.com\/best-website-builder\/\" target=\"_blank\" rel=\"noopener\"><span>building your website<\/span><\/a><span>, be sure to integrate customer intent into the design, layout, and process. If your ecommerce website is unable to show customers what they\u2019re looking for immediately, you may lose them to competitors that can satisfy such desires.&nbsp;<\/span><\/p>\n\n\n\n<p><span>Avoid restricting shoppers to a tight product navigation process. You need to give your customers the ability to carry out searches by multiple parameters. For example, category, manufacturer, part number, brand, etc.&nbsp;<\/span><\/p>\n\n\n\n<p><span>Also, shoppers may be using varying devices that offer different navigational abilities, so ensure the necessary parameters are available for as many devices as possible. And that you consider the most common devices used when including search parameters.&nbsp;<\/span><\/p>\n\n\n\n<p><span>That said, here are the most common product discovery features that you\u2019d want to ensure that your ecommerce store offers:&nbsp;<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span>Organise offer information for quality search results<\/span><\/li>\n\n\n\n<li><span>Use pop-up interactive diagrams that come up with search suggestions<\/span><\/li>\n\n\n\n<li><span>Ensure your store\u2019s navigation is a lot more intuitive&nbsp;<\/span><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2nd-pain-point-hidden-and-expensive-shipping-costs\">2nd pain point: hidden and expensive shipping costs<\/h2>\n\n\n\n<p><span>No shopper likes a negative pricing surprise. Especially if it involves a hidden shipping fee or handling charges.&nbsp;<\/span><\/p>\n\n\n\n<p><span>You need to be clear about any hidden costs with regards to shipping before the customer proceeds to checkout. The moment a customer finds out that they aren\u2019t paying what they thought they were, their conversion may not happen and that could ruin an <\/span><span>excellent <\/span><a href=\"https:\/\/www.candybar.co\/blog\/customer-experience-brick-and-mortar-online\/\" target=\"_blank\" rel=\"noopener\"><span>customer experience<\/span><\/a><span>. Your <a href=\"https:\/\/www.shipbob.com\/blog\/ecommerce-pricing-strategies\/\">pricing strategy<\/a> needs to be consistent. Let shoppers know what a product costs right away.&nbsp;<\/span><\/p>\n\n\n\n<p><span>The ideal customer expectation is that you should offer <a href=\"https:\/\/www.shipbob.com\/blog\/how-to-offer-free-shipping-ecommerce-store\/\">free shipping<\/a> on every order or at certain price thresholds (e.g., $150 and above).&nbsp;<\/span><\/p>\n\n\n\n<p><span>But if you decide to charge for shipping, ensure that the fee is included in the product price before the checkout page. You\u2019ll also need to find ways to <a href=\"https:\/\/www.shipbob.com\/ecommerce-shipping\/reduce-shipping-costs\/\">reduce shipping-related costs<\/a>, such as <a href=\"https:\/\/www.shipbob.com\/ecommerce-fulfillment\/fulfillment-costs\/\">fulfilment costs<\/a> and <a href=\"https:\/\/www.shipbob.com\/blog\/custom-packaging\/\">custom packaging<\/a>,<\/span><span>&nbsp;to ensure that your shipping costs do not result in abandoned carts.<\/span><\/p>\n\n\n\n<p><span>Keep in mind that customers expect free shipping always. If you can\u2019t do that be clear about your pricing.&nbsp;<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3rd-pain-point-poor-customer-service\">3rd pain point: poor customer service<\/h2>\n\n\n\n<p><span>We\u2019re in an age that\u2019s flooded with personal opinions and information on literally everything.&nbsp;<\/span><\/p>\n\n\n\n<p><span>These are delivered to us via channels like forums, blogs, and social media.&nbsp;<\/span><\/p>\n\n\n\n<p><span>All of such platforms contain reviews, customer opinions, and thoughts on any kind of business service or product via consumer conversations (i.e., word-of-mouth). <a href=\"https:\/\/www.prnewswire.com\/news-releases\/75-percent-of-millennials-purchase-decisions-influenced-by-brands-social-media-presence-says-new-animoto-data-301032167.html\" target=\"_blank\" rel=\"noopener\">75%<\/a> of Americans state that <a href=\"https:\/\/www.shipbob.com\/blog\/benefits-social-media-online-store\/\">social media<\/a> influences their purchase decisions. Because of this, you need to ensure that you communicate your <\/span><span>brand identity across all channels<\/span><span>.<\/span><\/p>\n\n\n\n<p><span><a href=\"https:\/\/referralrock.com\/blog\/word-of-mouth-marketing\/\" target=\"_blank\" rel=\"noreferrer noopener\">Word-of-mouth<\/a> and customer reviews offer you one of the most effective sales tools for your business, which is why it\u2019s crucial to ensure quality <a href=\"https:\/\/www.shipbob.com\/blog\/ecommerce-customer-service\/\">customer service<\/a>.&nbsp;<\/span><\/p>\n\n\n\n<p><span>In fact, word-of-mouth is amongst the <a href=\"https:\/\/www.referralcandy.com\/blog\/word-of-mouth-statistics-quotes-studies\/\" target=\"_blank\" rel=\"noopener\">3 most powerful influential factors<\/a> at all points of a buyer\u2019s journey (see chart below).<\/span><\/p>\n\n\n\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-10664 size-full\" src=\"https:\/\/www.shipbob.com\/wp-content\/uploads\/2020\/12\/Pic-1.png?w=1280px\" alt=\"\" width=\"600\" height=\"386\" data-wp-editing=\"1\" data-responsive-img srcset=\"https:\/\/www.shipbob.com\/wp-content\/uploads\/2020\/12\/Pic-1.png?w=700px 650w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2020\/12\/Pic-1.png?w=860px 768w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2020\/12\/Pic-1.png?w=1180px 1080w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2020\/12\/Pic-1.png?w=1400px 1280w, https:\/\/www.shipbob.com\/wp-content\/uploads\/2020\/12\/Pic-1.png?w=1600px 1440w\" fetchpriority=\"low\" \/><\/p>\n\n\n\n<p><span>Customers need to be able to trust your brand, and negative opinions about your brand from other people can affect this as <\/span><span>word-of-mouth influences <\/span><a href=\"https:\/\/www.referralcandy.com\/blog\/7-reasons-why-word-of-mouth-is-crucial-in-growing-your-business-infographic\/\" target=\"_blank\" rel=\"noopener\"><span>20% to 50%<\/span><\/a><span> of all purchase decisions.<\/span><\/p>\n\n\n\n<p><span>This means if customers are satisfied with how you\u2019ve addressed their needs, then they\u2019ll spread the word about your product to other people they know searching for something similar.<\/span><\/p>\n\n\n\n<p><span>They\u2019ll also spread the word to others about their experience on your website if they\u2019re unable to get a solution to their problems.&nbsp;<\/span><span>That said, a poor experience on your online store doesn\u2019t necessarily mean you\u2019ll lose a customer. An inability or desire to offer something that solves a specific problem is enough to spread the word.<\/span><\/p>\n\n\n\n<p><span>Customers are grateful when a brand ensures that things are made right when there are issues with their service. And the customer\u2019s response is that they\u2019ll tell others about their experience.&nbsp;<\/span><\/p>\n\n\n\n<p><span>Now, do you want customers to just say anything about your business or can you influence their organic conversations by your service?&nbsp;<\/span><\/p>\n\n\n\n<p><span>The great news is you can influence the customer\u2019s conversation of your brand on social media and online <a href=\"https:\/\/www.shipbob.com\/blog\/get-customer-reviews\/\">customer reviews<\/a> by taking your customer service higher.&nbsp;<\/span><\/p>\n\n\n\n<p><strong>Here are 5 ways to do this:&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span>24\/7 customer service<\/span><span>&nbsp;<\/span><\/li>\n\n\n\n<li><span>Free returns<\/span><\/li>\n\n\n\n<li><span>Perks for patronizing your business (discounts, freebies, coupons, etc)&nbsp;<\/span><\/li>\n\n\n\n<li><span>Live customer support team, not robots<\/span><\/li>\n\n\n\n<li><span>Encourage user-generated content that spreads the word about their customer service experience<\/span><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4th-pain-point-no-guest-option-for-check-out\">4th pain point: no guest option for check-out<\/h2>\n\n\n\n<p><span>The value of time is money and this means every customer\u2019s time is valuable. Most times, not everyone is ready to sign up for your online store\u2019s cart platform.&nbsp;<\/span><\/p>\n\n\n\n<p><span>They may prefer to give you a trial run by making one purchase before proceeding to create an account or they could just want to buy something quickly and don\u2019t have the time to sign up for an account.&nbsp;<\/span><\/p>\n\n\n\n<p><span>Insisting that the customer must sign up before they\u2019re able to buy something on your platform is discouraging most times.&nbsp;<\/span><span>This is especially true if your call-to-action reads \u2018Buy Now,\u2019 and the shopper is directed to the sign-up page, rather than the checkout page.<\/span><\/p>\n\n\n\n<p><span>Your \u2018Buy Now\u2019 call-to-action is misleading and customers do not like being misled. It strips whatever trust in your brand away.&nbsp;<\/span><\/p>\n\n\n\n<p><span>What you may want to consider is which is more important \u2014 making sales or new user accounts?<\/span><\/p>\n\n\n\n<p><span>Even if you want users to sign up to get their basic data, you can do so with a guest checkout page as well.&nbsp; <\/span><span>Once the purchase is complete,&nbsp; redirect the customer to a <a href=\"https:\/\/www.mailmunch.com\/blog\/thank-you-page-examples\/\" target=\"_blank\" rel=\"noopener\">\u2018Thank you\u2019 page<\/a> that requests them to create an account.&nbsp;<\/span><\/p>\n\n\n\n<p><span>Here\u2019s an example of what the thank-you page could say: <\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-blog is-layout-flow wp-block-quote-is-layout-flow\">\n<p><span>\u201c<\/span><i><span>Thank you for buying from us! We\u2019ll send your tracking ID to the email address you provided once it\u2019s on the way. To make subsequent purchases easier for you, please create an account with us so we can save your card and shipping information<\/span><\/i><span>.\u201d<\/span><\/p>\n<\/blockquote>\n\n\n\n<p><span>The crux of the matter is to offer customers a guest checkout. It\u2019ll <\/span><a href=\"https:\/\/www.sociallyinfused.com\/website-design\/crucial-onpage-marketing-strategies-that-convert\/\" target=\"_blank\" rel=\"noopener\"><span>boost your conversions<\/span><\/a><span> as they\u2019ll not feel compelled to create an account just to purchase something when they don\u2019t want to.&nbsp;<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5th-pain-point-lack-of-product-content\">5th pain point: lack of product content<\/h2>\n\n\n\n<p><span>Low-quality product information is irritating to customers. If people are on your ecommerce platform chances are that they\u2019re searching for content on why and how your service or product will be beneficial to them.&nbsp;<\/span><\/p>\n\n\n\n<p><span>So with regards to <\/span><a href=\"https:\/\/sixads.net\/blog\/copywriting-tips-to-help-product-page-sell-more\/\" target=\"_blank\" rel=\"noopener\"><span>product pages<\/span><\/a><span>, here\u2019s what customers expect:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span>Reviews from other buyers, testimonials, and every form of social proof<\/span><\/li>\n\n\n\n<li><span>Brief and concise product descriptions<\/span><\/li>\n\n\n\n<li><span>Product videos that give an in-depth analysis of the product<\/span><\/li>\n<\/ul>\n\n\n\n<p><span>Your product information creates trust and builds credibility. And if customers can\u2019t find adequate content on your platform about the product they may not convert. <\/span><\/p>\n\n\n\n<p><span>Developing engaging, descriptive content about your products on other channels, such as social media, can influence buying behaviour. <\/span><span>So ensure there\u2019s relevant content about your offer not just on your website but also on all other platforms.&nbsp;<\/span><\/p>\n\n\n\n<p><span>To do this use the points above and put content on all your platforms. And always remember to ask these questions with regards to your product content:&nbsp;<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span>Is the product information provided worth their time?&nbsp;<\/span><\/li>\n\n\n\n<li><span>Can customers easily search and find the information they need?&nbsp;<\/span><\/li>\n<\/ul>\n\n\n\n<p><span>The trick is to think like a customer. What level of detail with regards to product information would you require before you make a purchase? What kind of content would you need to ensure that it solves your problem before you buy?&nbsp;<\/span><\/p>\n\n\n\n<p><span>If you aren\u2019t 100% sure what to say in your product descriptions, you may want to your product pages with an <a href=\"https:\/\/uxcam.com\/blog\/ab-testing-tools\/\" target=\"_blank\" rel=\"noreferrer noopener\">A\/B testing platform<\/a> to find the best converting content.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-discover-other-pain-points-through-data\">Discover other pain points through data<\/h2>\n\n\n\n<p><span>While we\u2019ve done our best to cover the most common ecommerce pain points, it\u2019s possible to have pain points that are unique to your brand.&nbsp;<\/span><\/p>\n\n\n\n<p><span>The best way to uncover such pain points is to have a look at your data. Using tools like <\/span>Google Analytics,<span> you can find out where customers are having issues or leaving your website in huge numbers.&nbsp;<\/span><\/p>\n\n\n\n<p><span>Once you understand your customer behaviour, traffic source, and a lot more that such data provides you can align your shop to fit into their shopping expectations and ultimately boost your sales through a <\/span><span>stellar customer experience<\/span><span>.&nbsp;<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-conclusion\">Conclusion<\/h2>\n\n\n\n<p><span>Ecommerce businesses are in constant competition with each other to provide the best customer experience. And in such a deeply saturated market you want to avoid making common ecommerce mistakes that can cause shoppers to abandon their purchase. Be sure to optimise your website to drive more sales and create customer loyalty.&nbsp;<\/span><\/p>\n\n\n\n<p>Don\u2019t forget about your <a href=\"https:\/\/www.shipbob.com\/fulfillment-logistics\/\">fulfilment logistics<\/a>. ShipBob is a best-in-class <a href=\"https:\/\/www.shipbob.com\/3pl\/\">3PL<\/a> with a growing fulfilment network and proprietary software. Click below to get started with ShipBob.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-embed-handler wp-block-embed-embed-handler wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"ShipBob Fulfillment Center Guided Tour - 3D 360\u00b0 VR Video\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/YdTbM4XlizY?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.shipbob.com\/quote\/\"><strong>Request Fulfilment Pricing<\/strong><\/a><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Learn about common ecommerce pain points when developing an online store and showcasing products, plus how to solve for them. <\/p>\n","protected":false},"author":183,"featured_media":1071,"parent":0,"template":"","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"blogcategories":[6],"class_list":["post-1070","blog","type-blog","status-publish","has-post-thumbnail","hentry","blogcategories-ecommerce-tips"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Biggest Ecommerce Pain Points | How to Fix Them ASAP<\/title>\n<meta name=\"description\" content=\"Learn about common ecommerce pain points when developing an online store and showcasing products, plus how to solve for them.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.shipbob.com\/au\/blog\/ecommerce-pain-points\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" 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