Posted by MrLukeCarthy COVID-19 has switched up life as we know it, and it’s unlikely to stop doing so for some time. E-commerce shopping is a perfect example of how things have changed, and in a number of ways. If you feel like Shopify has been dropping huge, disruptive news bombs practically each week now, you’re right! And who’d have guessed that in the UK, the exclusively online supermarket, Ocado, is now worth more than brick-and-mortar grocers Morrisons, Sainsbury’s, and Marks and Spencer combined. The speed of transformation in e-commerce since the COVID-19 outbreak (an already fast-paced industry) has been savage. Supply chains are under strain for many brands selling online (especially where demand is high and supplies are low). How do you best manage expectations and maximize every opportunity to sell to your target audience? With your consumers now relying on the world of online shopping more than ever, how can you be sure you’re getting your fair share of that online retail pie? Well, this post is designed to help you answer precisely these questions. Whether your sales have taken a hit or you have “off the wall” levels of demand, here are some ideas to help you navigate that bounce back and to help customers stay in love with your brand. Pay close attention to changing on site search behavior Your site search is a goldmine of insight, especially right now. Seriously. Frequently checking in to understand how and what your customers are looking for once they get to your store can reveal a bunch of opportunities. It’s possible that before COVID-19 took a stronghold on everyday life, customers had different contexts in mind when searching for your products. For example, searches for “gloves” today vs. in January are likely to be visitors searching for two separate products entirely. It’s important to ensure that you’re serving today’s customer sufficiently and addressing their context correctly to remain relevant and to improve conversion. Here’s an extreme example, but it’s a poignant one nonetheless. For context, Holland and Barrett are a popular, high street healthcare retailer with a strong web presence here in the UK. When searches for “coronavirus” had skyrocketed and demand for hand sanitizer and Paracetamol (another brand of acetaminophen, like Tylenol) were painfully high, what I found incredible was that searching for “coronavirus” on their website yielded no results. This seemed particularly jarring for a retailer that, first, sells items that have been scientifically proven to kill and help prevent the spread of the virus and, second, is a dedicated healthcare business. Not only does this throw a huge wrench in the works when it comes to CX and customer perception, this tiny yet costly oversight is likely to have cost them sales and customers too. Customers are also searching for products that aren’t typically associated with a certain brand or online store due to exhausted stocks elsewhere. For example, the top three search terms for one of my e-commerce clients are now “Mask”, “mask”, and “PPE”. The search terms “mask”, “PPE”, and close variants were practically non-existent prior to mid-May. Kit and Ace, a clothing retailer, has responded to precisely this changing behavior. After seeing a huge spike in the number of site searches for masks, they’re now introducing a new, premium, scientifically-derived mask that also fits their brand. They’re donating 100% of profits from the masks, but this tactic will likely to drive more sales in their other categories too. This is a great move, especially since apparel sales have shrunk during this time. It’s important to find emerging opportunities when typical product lines are no longer in demand. The point I’m trying to make here is that, in order to succeed coming out of the other side of this pandemic, you need to ensure you’re fully in tune with the wants and needs of today’s customer — whatever that looks like for you. Using site search can absolutely give you a huge window into their demands and interests. If products are out of stock, offer excellent alternatives (where possible) As touched on earlier, supply chain management is going to be increasingly challenging — especially in areas where demand is outstripping supply — yet so many retailers miss out here. For some products, it doesn’t matter how hard you try, every retailer has them listed as “out of stock.” For branded items that have stock issues globally, being the retailer that offers a perfectly good alternative could be enough to win over that visitor and win the sale that other retailers have lost. To use a specific example, FTX is a manufacturer of radio-controlled cars, and is a brand sold on Europe e-commerce site Wheelspin. There’s an FTX item that you cannot get before the end of June (for love nor money) on any website due to COVID-19. The pandemic has forced factories to close and that disrupts production for many goods. Specifically, in this example, it’s the FTX brushed motor that’s become victim to supply chain issues. However, there’s a brand that has a perfectly suitable alternative item that’s identical in specification, and it’s in stock: Proactively offering solid alternatives with as few compromises as possible can be a great way of winning sales and delighting customers in a way that your competitors likely won’t be. Add an “in stock only” filter Continuing on the topic of store stock and managing a turbulent supply chain, a simple but welcome feature is to add an “items in stock” filter. It goes without saying that allowing customers to browse items they’re able to get their hands on quickly will go down well and could help improve conversion on your website. Another benefit of adding such a filter is the ability to bring light to other lines that are typically overshadowed by more popular (but now out of stock) items. Taking this a step further, you could also help your customers experience by adding a filter for products expected to arrive within a certain timeframe,
