In an era where boundaries between customers and businesses are continuously digital, the essence of trust is increasingly an important factor for success. The evolution of customer purchasing behavior, shifting from a focus on traditional stores to digital platforms, underpins the reasons why trust is important towards retention and growth. Trust, or its absence, becomes the defining factor shaping customer experiences and the support mechanisms surrounding them.

In the ecommerce space, the prevalence of online scams and data breaches has further made it harder to materialize this. A Baymard Institute report indicates that 17% of online shoppers abandon their carts due to security concerns. Furthermore, PwC’s Consumer Intelligence Series: report highlights that 87% of consumers will switch to competitors if they distrust a company’s data handling. 

How to Craft a Trustworthy Customer Experience (CX)

At Wasoko, we believe in cultivating a profound and enduring relationship built on trust and reliability with our customers. To achieve this, we have taken deliberate steps in crafting and deploying strategies that besides driving a positive customer experience, also focuses on building a trustworthy relationship with our customers. These strategies and focus areas involve:

How do you build customer confidence?

Providing personalized customer support is a crucial aspect of running a successful e-commerce business. Operating in an ecosystem where face-to-face interactions are limited, personalized support becomes even more vital for building strong customer relationships. Key aspects include:

In conclusion, building trust is essential for winning customer confidence from a customer experience and support perspective. It requires a multifaceted approach that encompasses various aspects of an e-commerce business. From establishing credibility and reliability through transparent product information to ensuring security and privacy for customer data, every interaction and transaction should be built on a foundation of trust. E-commerce businesses that prioritize trust not only gain a competitive edge but also foster long-lasting relationships with their customers. In an ever-evolving digital landscape, where countless options are just a click away, trust becomes the differentiating factor that sets businesses apart and ensures their continued growth and success.

Victor plays  the pivotal role of Head of Customer Support and Engagement at Wasoko, where he is tasked with upholding the highest standards across all dimensions of customer interaction services. His proficiency is seamlessly integrated into the core of Wasoko’s organizational culture and values, facilitating the cohesive coordination of customer-centric policies, systems, and processes. His keen insight extends to staying attuned to new consumer trends, benchmarking, and enhancing contact experience channels to elevate the overall customer experience. Victor truly embodies a strategy-focused approach, with his finger on the pulse of evolving customer dynamics.
Victor-Eddy Otieno, Head of Customer Support and Engagement.