{"id":29728,"date":"2020-05-22T11:50:24","date_gmt":"2020-05-22T11:50:24","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=29728"},"modified":"2026-10-14T05:33:14","modified_gmt":"2026-10-14T05:33:14","slug":"ecommerce-customer-pain-points","status":"publish","type":"post","link":"https:\/\/www.proprofsdesk.com\/blog\/ecommerce-customer-pain-points\/","title":{"rendered":"Online Shopping Pain Points: Top E-commerce Issues & Solutions"},"content":{"rendered":"\n

There is no magical pain relief spray to ease customer pain points. Every challenge needs your undivided attention. Period.<\/span><\/p><\/blockquote>\n\n\n\n

Online transactions are going through the roof and beyond. Last year<\/span>, U.S. online retail sales amounted to 365.2 billion dollars. This figure is expected to double in the next 5 years, making life difficult for offline retailers. <\/span><\/p>\n\n\n\n

The numbers do look promising, however, a lot still lies on the table that needs to be figured out. Customers might have embraced online shopping with open arms, but most are still skeptical as their pain points get overlooked. <\/span><\/p>\n\n\n\n

Most e-commerce gurus and Silicon Valley innovators keep innovation and product pricing above everything else. However, <\/span>Jack Ma<\/span>, CEO- Alibaba.com, has a totally different perspective. He explains, <\/span>\u201c<\/span><\/i>I\u2019m not a tech guy. I look at technology from the eyes of my customers, normal people\u2019s eyes.<\/i><\/b>\u201d<\/span><\/i><\/p>\n\n\n\n

Businesses like Alibaba, that have looked to tackle customer pain points have flourished, the rest are still relying on sheer luck. <\/span><\/p>\n\n\n\n

We have identified some common eCommerce customer pain points that often slip through the cracks and become red flag situations for businesses worldwide. You can improve your eCommerce customer support with ecommerce customer service software.<\/a> <\/span><\/p>\n\n\n\n

Let\u2019s get started! <\/p>\n\n\n\n

What Are Customer Pain Points<\/strong><\/p>\n\n\n\n

Before we jump directly to the grave concerns of online shoppers, let us first understand a very important question: What are pain points? <\/span><\/p>\n\n\n\n

Pain points refer to problem or concern areas that your existing, as well as potential customers, might be experiencing. Such pain points can deter customers from having a delightful shopping experience. <\/strong><\/p>\n\n\n\n

As business owners, you must be familiar with pain points in business. However, customer pain points are unique to your customers and need to be fixed to avoid customer churn<\/a>. The first step should always involve the identification of problem areas and who would know them better than your customers themselves. Asking questions like- \u2018How was your overall experience of shopping with us?\u2019 Or \u2018What suggestions would you like to provide for improving our process?\u2019 can help you get to the root of the problem. <\/span><\/p>\n\n\n\n

\"Customer<\/figure><\/div>\n\n\n\n


Now, understanding the customer pain points is only half the battle won. You need to look for creative and unique solutions to offer an excellent experience, every single time. <\/span><\/p>\n\n\n\n

Let us wear the customer’s hat and delve deeper into some common customer pain points.  <\/span><\/p>\n\n\n\n

<\/span>Top 12 eCommerce Customer Pain Points & How to Fix Them<\/strong><\/span><\/h2>\n\n\n\n

? <\/b>Pain Point 1: Receiving of Incorrect Order<\/strong><\/h3>\n\n\n\n

Have you ever ordered a product online, waited patiently for a few days, only to see that the product you received is not what you had ordered in the first place? Well, if that was frustrating for you, the same applies to your customers. <\/span><\/p>\n\n\n\n

According to a study by <\/span>Voxware<\/span><\/a>, 54% of online shoppers stated that the major reason for opting to return a product was due to receiving an incorrect item.<\/span><\/p>\n\n\n\n

\"eCommerce<\/figure><\/div>\n\n\n\n

? The Solution: <\/b>Every online business needs to invest in order management. You might be shipping products faster than your competitors; however, it all goes in vain if they do not receive the correct order. Once an order is placed, you can either text or share an email with your customer for order confirmation. This would significantly reduce the number of incorrect orders that get placed on your online website. <\/span><\/p>\n\n\n\n

Even if an incorrect item is shipped, you must take responsibility, empathize, and initiate the return pick-up at the earliest. <\/span><\/p>\n\n\n\n

? Pain Point 2: Lack of Payment Options<\/strong><\/h3>\n\n\n\n

Your wide range of online products can excite potential buyers, but they might not necessarily buy them due to restricted payment options. Payment options are no longer just limited to cards and accompany digital wallets and even cryptocurrencies. <\/span><\/p>\n\n\n\n

According to <\/span>Klarna<\/span><\/a>, 56% of respondents admit that they would buy more from an online store if there were more payment options available. <\/span><\/p>\n\n\n\n

? The Solution:<\/b> If your business caters to customers from different countries, it becomes all the more important to provide local and alternative payment options. Since rapid digitization has given rise to numerous e-wallets, you need to be quick to adapt to ensure that your customers always have enough options at hand. <\/span><\/p>\n\n\n\n

For instance, <\/span>Amazon.com<\/span> has a massive reach and encompasses an array of payment options. <\/span><\/p>\n\n\n\n

? Pain Point 3: Slow-Moving Checkout Process<\/strong><\/h3>\n\n\n\n

Even if your customers find what they are looking for on your eCommerce store, a bad checkout will push them further away from a purchase. <\/span><\/p>\n\n\n\n

According to a report by <\/span>Statista<\/span>, around 70% of shoppers abandon their shopping carts without making a purchase. Now, while reasons for abandonment can be many, experts believe that a sluggish checkout process surely tops the list. <\/span><\/p>\n\n\n\n

? The Solution:<\/b> For your online business, the checkout page can lead to a ‘make or break situation’. Your business should be focussed on building a secure, reliable, and quick checkout process. Any slight hindrances or distractions should be avoided for a seamless experience.<\/span><\/p>\n\n\n\n

More importantly, you should strive to get as much customer feedback<\/a> as possible to focus on improvement areas and reduce cart abandonment<\/a> rates.
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? Pain Point 4: Absence of Relevant Information<\/strong><\/h3>\n\n\n\n

The e-commerce industry might be decades old; however, the lack of enough product information always makes it to the list of common customer pain points. Your customers might be eagerly waiting to buy from you, but the absence of relevant information is preventing them from making a crucial decision. <\/span><\/p>\n\n\n\n

Around 43%<\/span> of online shoppers research products online, and you can help consumers with their research by making adequate information readily available. <\/span><\/p>\n\n\n\n

? The Solution:<\/b> As a business, you need to decide how much information is sufficient and how much information can be too much. To simply put forth, you need to find the perfect balance. Ensure your product managers have a keen eye for spotting incorrect information and rectifying them in due course. Design your product catalogs to offer insightful product descriptions, High-Definition pictures, and genuine user reviews. <\/span><\/p>\n\n\n\n

? Pain Point 5: Sluggish Customer Support Process<\/strong><\/h3>\n\n\n\n

A slow and inefficient customer support process can only leave your customers further agitated. Most online businesses make the grave mistake of taking too much time to respond to customer concerns and queries. The result? Customers disappear into thin air. <\/span><\/p>\n\n\n\n

Around <\/span>customer churn in the United States prefer to shop with retailers that offer consistent customer service both online and offline. <\/span><\/p>\n\n\n\n

? The Solution<\/b>: Excellent customer service is a great marketing tool and can help you get over your marketing pain points. The ideal support experience will make your customers bound to leave a positive review for others to see. Using the best customer support software<\/a> will strengthen the productivity of your representatives. <\/span><\/p>\n\n\n\n

To further boost your overall support process, you can use <\/span>ProProfs\u2019 cloud-based help desk software<\/span><\/a>. This will help you integrate multiple customer-facing email addresses into a single platform and significantly reduce support tickets. <\/span><\/p>\n\n\n\n