During 2020 the world was hit by a pandemic that changed the way we socialise, work and even the way we acquire new things, which is why, due to COVID19 in our country, there was a considerable increase in the number of companies and entrepreneurs using social networks to sell products and services, as well as the number of Peruvians using different platforms to acquire them.
According to CAPECE, Peruvians' consumer habits have changed, which is why there are now more than 11 million Peruvians making transactions digitally. In addition, they estimate that e-commerce in the retail sector has grown by 25% during the pandemic.
Duilio Botetano, Country Manager of Atentus Peru said, "According to studies, before the pandemic, only 1.5% of businesses in Peru sold through e-commerce, today that figure has multiplied by 10. In addition, it is known that Peru was the country with the highest growth in the field of e-commerce in Latin America. As a result, the demand for services to optimise digital platforms increased and Atentus had the opportunity to help more companies implement solutions to improve end-user service and detect errors in a timely manner in their platforms.
In this context, Botetano points out the most common e-commerce mistakes and how to avoid them.
- Use of obsolete technology: Usually the growth of an e-commerce business is affected when using obsolete technology. This contributes to loading problems or incompatible systems that can lead to lost sales. For this reason, it is recommended to keep up to date, as technology is constantly changing. It is necessary to have the necessary tools and support to provide a better service to the end consumer.
- Poor website: It happens a lot that entrepreneurs think that their website is perfect. As mentioned above, there is always room for improvement. It is always recommended to make improvements to the website with the help of tools to improve the performance of the platform in order to increase sales.
- Design: Another mistake in e-commerce is not investing in visual quality. A good website design will help the company to attract its audience and make the experience more pleasant. In addition, it will provide confidence and professionalism.
- Unfriendly platform: Websites must be user-friendly. The buyer must be able to easily find the product they are looking for and there must be an easy payment method. Findability" is linked to good information architecture, i.e. the correct organisation of e-commerce.
- Monitoring tools: Many do not know the internal health of their e-commerce platform and whether or not the website is available without interruption 24 hours a day. For this reason, it is necessary to have tools and services to ensure the availability and adequate response time of the site for users, especially on busy days.
- Zero visibility of their digital channel: mostly e-commerce. Even the largest ones do not have complete visibility of their digital channel, as a consequence they cannot detect bottlenecks in the face of high concurrency, application errors and/or control service levels. To solve these deficiencies there are observability platforms, the key is to use the one that best suits the needs of the company taking into account different characteristics.
Keep in mind that e-commerce trends are constantly changing, as well as the growth of digital channels. We recommend that you take a comprehensive approach to resolving the errors listed above and follow the tips above so that your website can achieve the revenue you want and your company's image is not affected.
For more information about user experience in your e-commerce and customer service channels contact us.