How can your ecommerce store boost its customer retention rate in 2021?

Piranha Designs - Tuesday, January 12, 2021

The retail industry took a hit at the start of the pandemic – and, in a fashion, continues to do so as many companies are forced to keep their brick-and-mortar stores temporarily shut in line with lockdown restrictions. In sharp contrast, however, the COVID-19 era presents the world of ecommerce with a huge opportunity for growth.

Still, a big question is whether your online store can ensure what may have been its pandemic-sparked expansion lasts well into this New Year.

Regardless of how long the pandemic itself lingers in 2021, here are several strategies you could pursue to help keep your company’s ecommerce growth going.

Use the RFM model

The recency, frequency and monetary value (RFM) model enables you to classify customers on account of their shopping behaviour. One way to put it into practice is by assigning each of your customers a score from 1 to 5 on the measures of how recently they have bought, how often and the average monetary value of their orders.

So, a customer who scores 555 should probably be in line for VIP treatment, while one with a 255 score may be tempted back to your online shop by an automated email or text message.

Use customer onboarding to build relationships

Customer onboarding can work with both new customers and those whose transactional habits at your online store have waned. In either instance, though, your objective would be to foster a relationship that encourages the customer to buy repeatedly from you in the longer term.

So, while onboarding for a new customer might involve them registering an account with your online store and subscribing to its content, trying to win back a former customer could entail messaging them privately to thank them for their last order and offering them a discount code redeemable on a future order.

Regularly publish fresh content to keep shoppers... content

How many times have you seen, in your email inbox, a message focused on a specific product? The mere sight of this kind of message has probably made you think “not spam again”. That’s why your marketing campaigns can’t be limited to product-specific pieces like these.

While it would not always be of the best use to your customers, content that touches on pain points in their everyday lives would come across as much less self-publicising. This content can comprise articles and videos, for which we can help you to select the right keywords.

Keyword research and guest blogging are among the services we include as standard with our search engine marketing (SEM) packages here at Piranha Designs. We can help you to choose between our Bronze, Silver, Gold and Platinum packages if you directly reach out to us in the UK or Gibraltar.

The lessons learned from the UK’s first ‘COVID-19 Christmas’

Piranha Designs - Friday, January 08, 2021

Yes, we know what you’re thinking; that reference to “first” is not an encouraging one. Nonetheless, no matter how long the coronavirus crisis lasts, the fact remains that we’ve learned a lot about the state of retail – online and offline, in the UK and beyond – over the last nine months.

Those lessons, in turn, can have implications for how you choose to tweak your brand’s e-tail presence during the year to come.

Some figures in relation to customer habits over the last few months are, of course, still filtering through. But on the basis of what we do already know, let’s look at some of the insights and conclusions we can draw from the ‘COVID Christmas’ just finished.

Ecommerce is (predictably) thriving

While it has to be the least revelatory development of the UK’s coronavirus-affected festive season, it’s worth reminding ourselves just how drastically the pandemic has helped to accelerate an existing drift towards online shopping.

According to the Office for National Statistics (ONS), Internet sales as a percentage of total retail sales had already long been on the up. The first nationwide lockdown, however, vaulted this percentage from 19.1% in February to 32.9% in May. For November – the month coinciding with the autumn lockdown in England – a new peak of 36% was achieved.

December saw the return of the tiered system of restrictions and the widespread reopening of non-essential retail on our high streets; it’s no wonder, then, that the Confederation of British Industry (CBI)’s monthly retail sales balance increased to -3 for that month.

The outlook for January, however, was a much bleaker -33. With much of England having been placed under tougher tier 4 rules for the New Year – bringing about the closure once more of non-essential retail – the ecommerce surge looks likely to continue well into 2021. That could mean even more opportunities for brands that have been optimising their online sales arms since March.

Not all e-tailers and product categories will have automatically done well

Unfortunately, some small businesses that attempted to maximise their online sales during the Christmas season are likely to have learned this particular lesson the hard way.

The fact is that even with the above apparent bonanza in ecommerce opportunities, COVID-19 didn’t just force us online – it also altered our buying habits, including in relation to Christmas gifts.

EBay data cited by CNBC, for example, indicated that gym equipment, board games and jigsaw puzzles saw strong sales in the UK in the run-up to the November lockdown. It therefore seems logical to expect such ‘indoorsy’ items to have been well-represented among popular gifts for Christmas 2020.

So, which product categories may have struggled during the festive period just gone, even for online sellers? Jonathan Pritchard, retail analyst at Peel Hunt, has suggested that “clothing faces the biggest problems because people are not going to Christmas parties”.

Keeping hold of customers is no less important than acquiring them

This particular insight isn’t likely to be a new one to a lot of the more experienced ecommerce brands. For those, however, who may have largely depended on a brick-and-mortar retail presence, only to be forced to largely switch their focus to online selling from March onwards, it’s a key mantra to take into 2021.

5 steps to boost your appeal to festive shoppers in 2020

Piranha Designs - Thursday, October 08, 2020

It won’t exactly be news to any members of your ecommerce brand’s team – or any of its customers – that 2020 has been a year like no other, although sadly largely in the negative sense. But of course, that simply makes a bit of well-judged Christmas cheer more crucial than ever, which is something your online store can play a part in delivering.

Below are some of our favourite tips for how e-tailers can capitalise on the strange times of the 2020 festive season with their online marketing and sales strategies.

Have a dedicated Christmas section

Of course, we were always going to start with the “obvious” advice, which is as relevant as it is in part because so many merchants actually overlook it.

It’s not necessarily an arduous task to re-jig an existing special section of your online store – the Halloween page, for example – to house and promote Christmas-related items such as festive decorations and chocolate boxes.

You might just be switching out some products and suitably renaming the page, not to mention replacing any links to this page on the homepage and navigation bar.

Be empathetic to your customers

Ask anyone, and it seems that we’re practically all stressed and fed up about at least something at the minute. We wish the pandemic was over already, and we’re fretting about our health and financial situations, and/or those of our loved ones. Other ongoing global events, such as the US election and Brexit situation, will also be causing stress – whatever your customers’ political views may be.

So, if there’s one thing your store should be, it’s supportive to its customers at an angst-ridden and uncertain time. Be the brand that represents the metaphorical shoulder to cry on, by training your staff to handle customer concerns with sensitivity and heart, even when only selling online.

Underline home comforts and conveniences

Whether or not your ecommerce brand also has a high-street presence, a significant proportion of your customers will probably resent still having to spend so much time at home, so long after the COVID-19 crisis first hit Europe in the spring.

But this does present your store with an opportunity to show that an almost exclusively home-based life can be an experience, too. Consider, then, what items your store specialises in that may be particularly relevant for domestic use – think everything from books, blankets and loungewear to home smart speakers, gift hampers and bathroom products.

Tap into the trends of the COVID-19 era

We all know that the pandemic has upended our world and lives, so why wouldn’t it have a similarly dramatic impact on what kind of items people wish to buy during the Christmas season?

Given the economic chaos the coronavirus has visited upon us, it shouldn’t surprise you that high-end luxury goods have already been de-emphasised in many stores’ marketing campaigns this year. In their place, we’ve seen much attention drawn to gifts that are unique, but also immediate sources of joy and comfort in the home at this trying time.

Encourage customers to connect virtually

We aren’t just talking here about how those shopping with you may reach out to your team via email, ‘live chat’ or Facebook Messenger – although this aspect of your service is certainly crucial at a time when your customers won’t want to be left waiting for a response.

That’s because we’re also referring to the myriad ways in which families, friends and colleagues may keep communication lines open with each other as the winter wears on.

Perhaps you could highlight the fashion and makeup products of your brand that could help your shoppers to look and feel good on camera, or the food and wine items that might represent excellent choices for a ‘virtual’ family tea or snack?


Are there ambitions and possibilities for the design or redesign of your e-tail store’s website, or its SEO or PPC marketing, that you would like to discuss in greater detail with the Piranha Designs team? If so, you’re welcome to reach out to us in Gibraltar, London or Edinburgh now.

5 tips for getting your category pages in shape for the search engines

Piranha Designs - Monday, September 28, 2020

The category pages on an ecommerce site are often overlooked from a search engine optimisation (SEO) perspective, despite the fact that they routinely already target and contain keywords that customers frequently search for. So, what further steps can you take to bolster your category pages’ rankings for those often highly competitive keywords?

Begin with the metadata

You can barely claim to have optimised your online store’s category pages if you leave the title tags and meta descriptions untouched. Such metadata will always be at the forefront of any responsible and informed efforts to improve SEO – so be sure to incorporate relevant keywords into them, and a ‘call to action’ (CTA) at the end of each meta description.Also try to keep the length of your title tags and meta descriptions within Google’s character limits – 60 and 160 characters respectively.

Use relevant headings

The title tag and meta description, while crucial to on-page SEO, are hidden away in the page’s HTML, and aren’t visible on the category page itself. The headings, though – with their tags like H1, H2 and so on – very much are clear to see on the actual page. So these, too, need to be relevant. A good rule of thumb is to use the H1 heading – which is typically the primary heading at the top of the page – to reinforce the theme you put in your title tag, referring to the overall subject of the entire page. This might be followed by H2 and H3 subheadings to represent supporting themes on the page.

Incorporate body text

Not everyone actually likes the idea of using body copy on an ecommerce site’s category page, with some preferring to leave imagery of the relevant products to ‘do the talking’ by itself. However, if you want your online store to do well in the organic search rankings, you really can’t do without at least some text in the body of each category page, even if you merely settle for a sentence or two. Carefully choose just one or two descriptive keywords that naturally fit with the copy, and you won’t need to write paragraph after paragraph for your body content if you don’t wish to do so.

Aim for relevant link text

Some ecommerce stores attempting to optimise their category pages often end up committing the classic error of using link text – such as ‘click here’ or ‘find out more’ – that is useless from an SEO point of view.So, consider the opportunities you have with your link text – including in the aforementioned body copy – to send relevance signals to the search engines, such as by referring to specific products or subcategories of products.

Include links in the header and footer

Sure, your site’s header and footer are the same across your site, so you might not see this as a tip for optimising your category pages, so to speak. However, your site’s header and footer do represent useful space in which to perhaps incorporate links to some of the most valuable category and subcategory pages.With Christmas looming in just a few months, for instance, you might take the chance now to link to your festive-season category page, in time to attract the attention of both search engine spiders and human users on the lookout for the best deals on Yuletide gifts.Just make sure you don’t overdo it with the header and footer links; trying to link to all of your ecommerce store’s category or subcategory pages here will not come across well to human shoppers, and will be over-optimised from a search algorithm point of view.

If you would like to discuss your requirements in ecommerce website design or SEO marketing in greater detail, the Piranha Designs team is available at the other end of a phone or email inbox. Don’t wait any longer to get in touch with us in Gibraltar, London or Edinburgh.

Mimic Amazon by making these 3 changes to your e-tail site’s product pages

Piranha Designs - Tuesday, July 07, 2020

The statistics certainly don’t lie about Amazon’s continued staggering dominance of today’s ecommerce market; the tech titan may have started off as a bookseller in the early days of the World Wide Web, but by 2018, its annual net sales in the UK alone amounted to a staggering 14.5 billion US dollars. It was also reported last year that almost nine in 10 UK shoppers use the site.

What does all of this say about how your own ecommerce store responds to Amazon? Well, it certainly suggests you could learn a few lessons from them.

So, here are a few steps that you might take to make your site’s product pages that bit more ‘Amazon-esque’ – for the better.

Make your product names as descriptive as possible

Of course, Amazon is effectively its own search engine – people are constantly using its search function to type in the names of products that they’re looking for. Accordingly, merchants compete hard to rank their products as highly as possible in Amazon’s search results.

A strategy that such sellers therefore often adopt, is loading the names of their products with highly descriptive and specific text, to help them to reach those prospective buyers who really are looking for that red, stainless steel, 1.7-litre, electric kettle.

What you might not have realised, though, is that it’s a method that could also greatly help your own ecommerce store’s products to rank highly in Google. Adding a few modifiers – such as colour, size, material and so on – to your product page names could go a long way to helping you to target the prospective purchasers who’re most likely to be interested in them.

Flesh out your product descriptions

It might seem to go without saying that if your product page titles are highly descriptive, the actual descriptions further down the page probably should be, too.

However, you might not have consciously noticed how Amazon makes good use of both bullet points and longer-form text descriptions on its product pages. Both of these aspects of a product page can be instrumental in informing Google of the relevance of the product for the searches that human users might perform for certain items.

Bullet points, of course, are highly ‘scannable’, which makes them great for quickly drawing attention to the key features and benefits of a product. Well-written extended text, however, can also considerably boost contextual search relevance, at the same time as helping human users who land on the given page.

Allow for user-generated content

How many of us haven’t found a review by an actual buyer of a given product helpful for informing our decision as to whether to purchase? More recently, questions and answers have also been added to Amazon’s product pages. Both of these features enable Amazon – and other online stores like your own – to use shoppers’ own language to augment the information already on the page and bolster the page’s chances of ranking well.

We’d add a caveat here, though: not all user-generated content will necessarily be good for the SEO of your e-tail store’s product pages. If such content is poor quality, irrelevant or outright spammy, the page’s relevance signals may become muddled, thereby undermining its ability to rank.

So, it’s a very good idea to have someone moderating the reviews your products receive. You might even go further in the Amazon-imitating stakes in this regard, by allowing shoppers to indicate which reviews they find most helpful. This means that the highest-rated reviews can be pinned to the top of the list – in the process, denying a prominent position to lower-quality reviews.

Would you like to learn more about the breadth and depth of the ecommerce web design and SEO marketing expertise we could bring to your own brand? If so, the Piranha Designs team is available on the other end of a phone or email inbox, whether you contact us in Gibraltar, London or Edinburgh.

What can your e-tail business do now to prepare for Christmas 2020?

Piranha Designs - Tuesday, June 30, 2020

As crazy as it might seem in many ways to be even thinking about the end of the year, the fact remains that it tends to be just after Halloween onwards that customers turn their attentions to Christmas gift buying, running right up to Christmas Eve.

Retail phenomena like Black Friday and Cyber Monday have helped to turned the festive shopping season into something more than a frenzied couple of weeks’ buying immediately before Christmas.

However, it also seems unlikely that the COVID-19 pandemic will have become a mere bad memory by the time customers start their Christmas buying in 2020. So, how should the added complexity that the lingering virus brings affect your ecommerce firm’s festive preparations?

Navigating the persistent uncertainty around the pandemic

One of the problems with this subject, of course, is that no one truly knows what course the coronavirus outbreak will take in the UK and any other territories that your store might serve, even a month from now – never mind in another five or six months.

While monthly estimates have shown, for instance, that UK GDP fell by a frankly frightening 20.4% in April 2020, it is far from certain whether there will be a slow, fast or medium-paced economic recovery – or indeed, any immediate recovery.

This will also inevitably be influenced by such factors as the longer-term jobless figures and how much cash shoppers have in their pockets to spend as sources of support like the UK’s employee furlough scheme are gradually wound down.

Another statistic that you are likely to have noticed as an ecommerce store owner – at least in terms of the level of demand you have experienced from your own customers – is the sharp recent jump in Internet sales as a percentage of total retail sales in Great Britain. While this was 18.9% as recently as February, the ratio had vaulted to 32.8% by May.

Again, though, what is the long-term trend likely to be here, as more and more brick-and-mortar stores – even for ‘inessential’ sectors – reopen? A fast recovery, slow recovery or no recovery are different scenarios that could drastically impact your planning here, before you even consider how comfortable shoppers are likely to be with returning to physical stores.

There are still some actions, though, that you can take

As frustrating as the current uncertainty is, as an online merchant, you don’t have to simply throw your hands up and give up until more information is known about, for example, the likelihood of a much-talked-about ‘second wave’ of the virus.

Instead, take such concrete actions now as contacting your suppliers to ensure inventory will be available for Christmas, pinpointing any potential inventory issues and placing orders early if possible.

Also look at what your arrangements will be for delivering this inventory to customers, while contemplating what delivery disruptions could occur in the event of a ‘second wave’ and another lockdown, perhaps based on your store’s experiences the first time around.

Don’t be afraid, too, to ask your site’s customers about their festive shopping plans. What would they like to see your store doing or offering when the Christmas season arrives?

Finally, it’s a good idea to review your store’s online presence and what your needs for it are likely to be in the coming months. Could now be the time to get in touch with website design, mobile app or SEO marketing professionals like ours here at Piranha Designs, so that you can be sure of your store being as ‘COVID-19 ready’ as it can be from the autumn or winter onwards?

Now’s the time to make the moves to place your online store in the best possible position for success throughout what could be a tricky winter period – simply get in touch with our experts today to learn more. 

5 things to consider adding to your site’s post-purchase ‘thank you’ pages

Piranha Designs - Wednesday, May 13, 2020

It’s easy for many online store owners to treat their post-purchase ‘thank you’ page – in other words, the page that greets the buyer immediately after they have made an order – as a bit of an afterthought. This page is also sometimes referred to as the ‘invoice page’, because in a lot of cases, it just contains the order details.

Simply leaving your ‘thank you’ page like that, though, would be a mistake. After all, this is a part of your site that those shopping with you will almost certainly look at, even if just to remind themselves of the specific details of their purchase – so it has sales-boosting potential in its own right.

With that in mind, here are just some of the elements you might consider incorporating into your site’s ‘thank you’ pages.

Suggestions of related items

This is something that Amazon has long done for its shoppers, suggesting to them items – such as key accessories – that others who bought the product they have just bought also ordered. It’s a great opportunity to flag up other offerings – such as adapters or batteries – that the customer might suddenly realise they also need.

An opportunity to sign up for email newsletters

You’ve got a captive audience, so why not use it to build up your store’s email contacts, tempting the customer to provide their email in exchange for further product updates, deals and advice?

One-click account creation

Inviting the customer to create an account with your site after they have placed their order will hammer home the message that you ask for their permission first, instead of signing them up for anything automatically. This, in turn, will help to boost the trust they have in your brand.

Sharing tools

Many shoppers like to tell their friends about things they’ve bought lately – so why not include Facebook, Twitter and Instagram share buttons that enable them to do so with a single click? It’s a step that will also get more people talking about your brand on social media in the right ways.

How-to videos

If the customer has just bought a product that they might need a little help to get to grips with, incorporating a ‘how to’ video into this key page of your site is likely to be appreciated. It’ll help to cultivate loyalty from shoppers who will see your site as a genuinely useful source of information, while minimising their need to reach out to your support team.

As you can see, a post-purchase ‘thank you’ page doesn’t have to be a mere plain confirmation of the shopper’s order. There’s a lot of scope to use yours as a means of increasing brand recognition, sales and revenue.

For a more detailed discussion about the website design knowhow that we could bring to your own brand, why not contact the Piranha Designs team in Gibraltar, London or Edinburgh today?

Why you shouldn’t skip having an FAQs page on your ecommerce site

Piranha Designs - Tuesday, May 05, 2020

If there’s one part of an online store that can be especially prone to being forgotten by many merchants, it might just be the FAQs page. ‘FAQs’, of course, stands for ‘frequently asked questions’, and you’ve almost certainly found this section of a website useful in the past.

Unfortunately, all too many online business owners are inclined to dismiss the potential relevance of such a page on their own site. Often, this may be because they presume all of their customers’ queries are likely to have already been answered elsewhere on the site.

So, here are just a few reasons why you should consider an FAQs page to be not only useful or important, but essential.

It saves time for everyone

If the customer is struggling to find information on your website on such vital matters as how your firm packages its goods for delivery or how your products can be used, guess what? Presuming they don’t simply exit your site and cost you the potential sale altogether, there’s a good chance that they’ll get in touch with your support staff directly, consuming both their and your time and energy.

It’s so needless, when you can just have an easy-to-understand FAQs page instead – especially given that there are almost certainly questions your customers will be constantly asking.

It makes the shopper feel less alone

We’ve all had those times in life when we’ve worried that we’re the weird ones, and that we’re the only ones who’re confused by a particular subject. Just think of the last time your friends or colleagues cracked a joke, and you were the only one who didn’t ‘get it’... you won’t want to leave your customers feeling like that.

Addressing common questions explicitly in an FAQs format can validate the shopper’s query, making them realise that they aren’t alone in having a particular thought or question about your brand, products or services.

It builds positive and long-lasting relationships

Think of all of the characteristics you’ll want target shoppers to associate with your ecommerce store... like trustworthiness, transparency, honesty, responsiveness and professionalism. A well-sorted FAQs page can increase the extent to which both long-time customers and casual visitors connect you in their heads to all of these things.

Having a frequently asked questions section, then, isn’t just a way of answering a few random questions and helping out a customer or two. It’s also about presenting a clear picture of your store as one that genuinely cares and is there for the customer, with nothing to hide.

Furthermore, the sheer amount of useful information on your FAQs page could be instrumental in keeping the customer on your site for longer, and more confident in deciding to buy from you, instead of hitting that ‘back’ button on their browser window.

So, you now know that an FAQs page is important – but how can you put together an effective one for your own site? Get in touch with the Piranha Designs team today, and we can incorporate such a page for you into our extensive design or redesign of your ecommerce website.

How to keep hold of your e-tailer’s new customers once COVID-19 passes

Piranha Designs - Thursday, April 16, 2020

All of the time and money you have invested in your brand’s ecommerce presence so far is likely to feel well-spent right now, as you reap the benefits of heightened sales during the pandemic. This is likely to be particularly the case if your store specialises in goods that could be deemed ‘essential’, at this time when many people are unable to even stay outside of their homes for long.

But are you also taking the opportunity to cultivate loyalty among your new customers, so that they continue to treat you as their go-to source of products after the worst of the outbreak is over? If not, here are some of the best ways to cement their custom in the longer term.

Be accurate about when and if products will be available

This is a time when customers are likely to be especially unforgiving about their orders being cancelled due to lack of stock. So, keeping on top of your inventory at any one time, and communicating this accurately via your online store’s products pages, are both a must. It’s also a better idea to delay than cancel orders altogether, if possible.

If certain products aren’t immediately available amid interruptions to workforces and supply chains, it’s better to be conservative about when you expect them to be so. That way, your customers may end up being pleasantly surprised by earlier-than-anticipated deliveries.

Personalise the service you provide

A personalised shopping experience continues to be a powerful way of encouraging loyalty during COVID-19 – the current circumstances aren’t an excuse to drop your standards in this respect.

So, such steps as sending an email update whenever there is a change in the status of an order, following up with further updates and reaching out later to help shoppers to remember your store, could all be invaluable right now.

Extend the return and exchange period

With so many of your customers stuck at home at the moment, making the returns process as little hassle as possible will help to ensure they associate your brand with the right qualities once some level of normal life resumes.

Don’t be humorous or political

Not everyone considers the pandemic to be a good source of comedy or will share your politics, so now isn’t a time to be taking risks with your ecommerce store’s marketing communications. Social media memes that might’ve worked well enough in pre-COVID-19 times could be perceived as ill-judged in the current circumstances, deterring followers and shoppers.

Observe shifting buyer habits

While not everything about how people are shopping during the outbreak will last for long once life returns to normal, other habits are likely to endure. Some of the brick-and-mortar retailers that customers depended on prior to the pandemic won’t survive to reopen, and even if they do, your own ecommerce site could become a new and trusted source of goods for these shoppers.

Make the right moves now to capture customers and encourage them to continue shopping with you, and your brand is likely to be in a powerful position long after the coronavirus has ceased to dominate the news. Getting in touch with Piranha Designs about our ecommerce website design expertise could further help to ensure your business’s growth in the months and years ahead.

5 ways for your online store to ride the wave of coronavirus

Piranha Designs - Friday, April 03, 2020

No kind of ecommerce business, whatever its sector, can pretend that the ongoing COVID-19 pandemic is a remotely good thing.

At the time of typing, the virus had already officially infected almost three quarters of a million people around the world, and killed tens of thousands. This is without even accounting for the dire economic and social consequences for those who may never contract the coronavirus.

Online stores, however, have also come into their own lately for many consumers who have found themselves under lockdown. Opportunities do therefore exist for many merchants to do their best during what may be a heightened demand for their services, while also assisting their customers at what is likely to be a trying time for great numbers of them.

Here are just some steps that your own ecommerce store could therefore take.

Re-jig your homepage and navigation

At this time of all times, it is likely that certain products in your store have become especially sought-after, while others might have been rendered almost irrelevant – at least for now.

It’s therefore a good moment to consider reorganising your store’s landing pages and browsing structures, to reflect what your customers are currently looking for. When doing so, you should make sure you especially strongly showcase products that can be quickly packed and delivered.

Keep a close eye on inventory

Customers’ needs for certain items may be particularly pressing right now, which heightens the importance of online stores closely managing their inventory.

It’s crucial to be honest with customers, and to minimise the frequency with which you are forced to cancel orders or deliver incomplete orders as a result of products being out of stock.

Make the most of ‘live chat’

We’ve previously blogged about what ‘live chat’ functionality can do for an ecommerce store. But this increasingly common feature has arguably come even more into its own during this pandemic.

Live chat, after all, makes it easier for e-tailers to handle simultaneous requests, as well as for customer service agents to take over with a particular enquiry where a colleague of theirs may have left off.

Nor can the availability of live chat be easily interrupted, unlike what the situation may be when your store needs to change its customer service email address, phone number or brick-and-mortar address.

Recommend alternative products

Is your store using the analytics that will enable you to monitor the products and pages that are especially popular? If so, this will help you to determine the parts of your site where it may be particularly important to recommend alternative options if the given item is out of stock.

Provide COVID-19-related FAQs

Frequently asked questions (FAQs) pages are routinely a godsend for both merchants and customers. But such a section can be even more useful now, for communicating to your shoppers how your business is dealing with the impacts of COVID-19.

Such FAQs on your own site may address such questions as what the coronavirus means for product availability and fulfilment times, for example. You might also incorporate auto-responses to the most common queries into live chat and Facebook Messenger, even including links where these would further help.

Would you appreciate assistance with carrying out any of the above or other steps for your ecommerce store in 2020? Remember that the Piranha Designs team is available at the other end of the phone in Gibraltar, London or Edinburgh. Alternatively, you could always email us to arrange a free no-obligation discussion of your website design or digital marketing needs.


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