Consideration: Being helpful

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In the second phase, the people concerned have already learned a lot about possible solutions to their problem. They probably have several solutions to choose from, which they are now comparing. Your job now is to make the most convincing offer. And that is not always the cheapest price. First-class service and a good reputation also play an important role.

Write helpful product descriptions to make yourself stand out, especially when many other shops have the same or at least similar products and offers.
Use comparison tables, use cases and similar content to help your prospects make the right decision.
Integrate customer ratings and reviews that give a feel for the products and at the same time underline the trustworthiness and quality of your online shop. Here we are moving into the area of ​​user-generated content: content that is created by the users.
Decision: Address final questions and concerns
At this stage, an interested person has essentially made their decision but has not yet placed an order. This is a critical time. Now it is your job to address as many questions and concerns as possible in your online store.

Detailed product information
So make sure you provide detailed product information. This is one reason why, in addition to the basic data, you will often find complete product brochures on an e-commerce website. Remember our tip from the beginning? The content takes on the role of an advisory person.

Personal service
Of course, you have the option of offering personal service at this point, for example via a hotline or a contact form . However, keep in mind that such services can be costly if you want to provide them reliably and around the clock.

Some people will also not spend time sending a message or calling. This is especially true if the shop's products and offers are available elsewhere. The competition is then just a quick click away.

FAQ section, knowledge base & instructions
It is therefore better if visitors to the online shop get their answers directly on the website. Therefore, set up at least one FAQ section that deals with the most frequently asked questions. Depending on the product group and industry, a knowledge base , documentation or instructions can be helpful. Many people will want such in-depth information before making a purchase. So make sure that it is not only available, but also easy to find.

elements for trust and seriousness
You should keep the following aspects in mind to make your shop appear reputable, secure and tried and tested:

Inform your customers about shipping and payment information . Anyone who doesn't know the shop yet will take a closer look here.
If you offer a money-back guarantee and similar support offers and measures, make them as clear as possible.
Show social proof , for example in the form of testimonials, to inspire the last critics.
If you have considered all of this and gained new customers, you can be happy, but you can't sit back and relax just yet. The retention phase that follows is just as critical as the decision phase.

Retention: When new customers become fans
Immediately after the purchase, there is the difficult situation of buyer's remorse. This is especially the case with large purchases, but can also apply to smaller purchases: Your customers question at that moment whether they have made the right decision.

If you forget this important phase, you will be confronted with more complaints and grievances. Customers could even leave and the trust you have worked so hard to build up will be destroyed. In the worst case, these people will vent their anger publicly, for example on the social web. And that, in turn, can cause lasting damage to your image if people who are still in an early phase of their customer journey stumble across it.

Realize that your work is not done with a sale. In many ways, it is only just beginning. That is one reason why the customer journey is not visualized as a timeline with a beginning and an end, but as a cycle.

At the same time, there is a positive perspective here: If you succeed bc data india in inspiring your new customers, you can win loyal and long-term fans. Not only do they bring you repeat business, which is much more worthwhile than acquiring new customers, they can even become multipliers who recommend your shop and your offers to others.

Offer your customers helpful instructions . These can come in the form of text, but can also include photos, audio or video.
Delight your customers with first-class customer support – both personally and through relevant content.
Engage your customers through a newsletter and regularly offer content with added value.