There are a lot of challenges to running an e-commerce store these days, even with helpful apps and software to help you through the sales funnel. These platforms aren’t enough on their own, though, because they are also available to every e-commerce store owner. Everyone can have a blog and does, runs advertisements, and gives discounts and delivery options. Knowing this, how can you make your e-commerce store stand out from the crowd?
If you’re looking to improve your customer service experience, you’ve come to the right place to learn about increasing your repeat orders through voice commerce. Read on for a full guide about this tool that will make you stand out.
Voice commerce and voice ordering
This type of commerce is exactly what you might think: using your voice to place an order. Users are now used to asking Google Home or Alexa for tasks such as the weather, online searches, or playing a song. Now they’re using these voice tools to find the top e-commerce stores online.
A voice shopping experience could happen by asking Alexa what your last order was from a certain store. Then, Alexa would ask if you want to purchase it again. By simply replying “yes” using voice command, you could replenish your stock. These voice devices remember your order history, remind you when you’re due for a next order, and track your order status. It can also automatically apply coupons and discounts if the e-commerce store has some, and recommend top brands for a product.
Ecommerce repeat orders
One of the main goals of an e-commerce store is to add to its repeat orders, one of the most important metrics for success. However, it’s really difficult for stores to get new customers because there is so much investment required to acquire new customers from paid and organic means. That’s why you want to focus on repeat customers and repeat purchases. To do that, why not put the emphasis on making it easier and more convenient to repeat an order?
“That means that you would set up your e-commerce store to boost conversions by tracking the data of customers who have previously interacted with the store, says Felicity Kart, tech blogger at BoomEssays and Paper Fellows. The best way to do this is by using voice search.”
Voice Search and e-commerce orders
Voice commerce became one of the top trends in retail in 2019 and truly found a home in the e-commerce world. Recent estimates indicate that voice shopping will hit $40 billion in the United Kingdom and the United States by 2022 – it’s only at $2 billion today, to put that in context.
It can be difficult to implement voice search commerce as a tool to replace web or mobile commerce; for most products, customers want to browse a catalog, read up on the product, and compare prices. This is a tricky task for voice, because you could get a poor voice user interface. For example, if you were trying to buy clothes, you may have to go through many interactions, and the process lengthens and complicates the process. The point of voice is to minimize the time needed to purchase a product to skip signing up, logging in, or downloading an app. That’s why the top use case is for repeat orders.
With repeat orders, users already know what they want to buy and they don’t want to bother comparing it with other products or viewing product specs. These are much more common for perishables, such as groceries, consumables, and other food items, or commonly used items, including cosmetics or hygiene products, supplements and vitamins, and medicine. When doing this, there’s less risk that you’re buying something other than what you wanted.
Use case for repeat orders
You could simply ask Alexa to open an e-commerce store page. Alexa would ask you either to repeat your last order or ask what your previous orders were. If you then said “repeat my last order,” Alexa would add it to your cart and ask you to say yes to place your order. Then, Alexa would confirm the order details, cost, and delivery address, and ask you to authorize Amazon Pay for the purchase. You, the user, would say yes and the order is complete. In contrast, order online needs to go through a login, a product browse, payment details, and confirmation codes, before being able to place the order.
Voice shopping issues
With that being said, there are problems with voice shopping that users should be aware of, starting with data breaches. For security reasons, users might have a concern about using voice shopping; some voice services use a four digit PIN to confirm purchases, but others have not yet implemented this.
“Another problem comes in the form of processing payment,”explains Daniella Hilton, an e-commerce expert at State Of Writing and AustralianHelp. “Banks, credit cards, and other financial companies have not yet caught up with the boom of voice commerce. Amazon is currently ahead of the game with its seamless Amazon Pay integration for payments.”
Should you adopt voice for your store?
The voice app will provide you additional customer value compared to your competitors, but if your goal is acquisition of new customers, than it doesn’t bring much additional value. The goal is finding out whether voice would help you reach your objectives. For years, the goal of businesses is to provide value to their customers and increase their revenue. What’s changed is that there are constantly new technologies to help you achieve that; it’s all about finding the technology that’s right for you and your business.
If you’re considering using voice search, you’ve now learned that it can increase repeat orders. However, it’s worth adopting for your e-commerce store only if you sell types of products that are most useful for voice search repeat orders. If your goal is to gain new clients, you may be better served by another option.