what to do to build trust in a website

[crosbtmrkt]

every one knows the Internet is a dodgy place is there any thing that can be done so the customer knows that your business is a genuine company not just a rip off, like in the home improvement business where trust is an issue there federations to join or you can get trading standard checked is there any thing i can do with my ecommerce site?

i'm open to any suggestions please.

 

[j600com]

The main factor will be your site presentation/online perception (e.g how good your design is)

For example take a look at the 2 sites below, I wouldn't dream of using that caterer on the left for a business (or even private) event. Within a few seconds of landing on the page (before reading a single word) I've already made my mind up about the standard of their service/quality of their offering. But I would use that company on the right - yes they are both the same company, the food is prepared by the same people, in the same kitchen and delivered in the same refrigerated vans. But I'll bet if you didn't know better you'd judge that site on the left in a negative light too?

Here's a second example, I wouldn't put my credit card details into the site on the left - but I would the site on the right...

Research shows that this "judgement" happens within the first 5 seconds of a potential customer landing on a website. So even if this website below had credits in the footer saying they were credible, or within their sales text it said the food was cooked by Michelin-starred chefs - it's too late, I've already clicked BACK and looking at the next site on the list.

Hope this helps

 

[eukhost]

The overall site layout, design, aesthetics play an important role in building trust in the eyes of a visitor. Then comes the information that you've provided. Try to be specific but try to cover every aspect that would be useful for a visitor.

If you have an eCommerce website, then using an SSL for your domain would widen the chances of trusting your website. The "https://" in your URL does half the trick, as the visitor would know that your site is secure and s/he can be rest assured and comfortable with giving away his confidential information to you.

 

[kerrylinux]

The "https://" in your URL does half the trick, as the visitor would know that your site is secure and s/he can be rest assured and comfortable with giving away his confidential information to you.

Unfortunately what https:// indicates is that your client's information travels safely to your site (server) but it does never asure anybody that you handle the information safely once it has arrived on your website. I'd think that describing on the website which measures are taken to secure the customer's information will be necessary to build trust.

Almost nobody does this. So if you inform your client about security taken on the server you will lead the field.

 

[Rexi1212]

The overall site layout, design, aesthetics play an important role in building trust in the eyes of a visitor. Then comes the information that you've provided. Try to be specific but try to cover every aspect that would be useful for a visitor.

If you have an eCommerce website, then using an SSL for your domain would widen the chances of trusting your website. The "https://" in your URL does half the trick, as the visitor would know that your site is secure and s/he can be rest assured and comfortable with giving away his confidential information to you.

Yes this is right well defined content, good links plays major role in attracting visitors. Also attractive images with full info also keeps sites more attractive and hence increases visitors.

 

[domains]

Along with j600's superb example of perception, do not forget that if you are trying to build trust, you first need be honest, a lot of new online ideas and businesses are slaughtered and never get of the ground because of bull5hit promises etc etc

Just be straight and if people do not like your honesty or you tell them they are paying for something that is not happening or the product was rubbish, change your customer approach to include more examples of trust from their replies, move on to the next one who needs help...

The hard part today, especially online, is there are so many people that can do everything, that it leads everyone that wants to trust you, when you only offer one service, down the wrong garden path...

Ecommerce trust online is #1 so get some decent links from decent product suppliers websites (established in the real world) and some real old skooly style comments/testimonials etc, works wonders!

 

[gocrazy]

Make sure that you have a great customer support. If people will get answers to their questions quickly and in sincere manner, that would be a very important step towards a trustworthy service or company.

 

[DavidHorn]

Pretty much anybody can buy an SSL which gives you the https:// padlock on display. It doesn't guarantee a reputable firm and it doesn't mean the website isn't simply emailing cc details in plain text!

Build trust in a few ways:

- give genuine customer testimonials - and testimonials from suppliers who have more recognised brands
- providing regular feedback tools
- get some 'site seal' imagery on your site - like this: http://www.verisign.com/ssl/seal/index.html
- consider using a 3rd party to process credit cards - like PayPal ... people know they have a route to complain / get their money back if they need to
- if you're a registered company, display your registration number
- display your phone number prominently every step along the way

good luck!

David

 

[HertsCCTV]

Just out of interest I would be interested in what you think of our sites: Would you buy products from the bottom website?

Would you by a security service from the top website?

hertscctv
readymadecctv

 

[j600com]

Just out of interest I would be interested in what you think of our sites: Would you buy products from the bottom website?

hertscctv
readymadecctv

I wouldn't, unfortunately the maximum order is £10??

All I did was add an item to my basket and click checkout...

You might want to look into that

ps. if it worked, and you were cheap I'd probably buy off this site (if it worked obviously)

 

[HertsCCTV]

Arh crap was playing with the settings need to remove that, that is also why the error happened.

But the question being you would buy

 

[HertsCCTV]

there error is fixed now.

Our prices do fall inline with most small online sellers of this industry the shameful thing in CCTV products is unless you are a big player you cannot offer excellent pricing as we cannot afford nor having the links to bring the products from china in ourselves when we grow better pricing will happen.

But our new alarm range which awaiting product information and our GSM, intercom, and access control range we buy direct wholesale from the companies that manufacture them here in the UK so our retail pricing is up with the big sellers and our trade pricing is in the same range as other traders if better.

 

[StevenAitchison]

Hi Danny

A great way to build trust is to put a video of yourself on the front page or sidebar and explain why you started the company, and what you can offer your potential client.

Honesty, honesty, honesty is the key here, if you think your prices are a little high compared to the competition then say so and explain why your prices are justified. Real honesty is rare on the internet and potential clients will immediately warm to that.

I also wouldn't over-professionalise the video, make it down to earth.

Just a thought.

Steve

 

[Curious]

Hi Danny

A great way to build trust is to put a video of yourself on the front page or sidebar and explain why you started the company, and what you can offer your potential client.

Honesty, honesty, honesty is the key here, if you think your prices are a little high compared to the competition then say so and explain why your prices are justified. Real honesty is rare on the internet and potential clients will immediately warm to that.

I also wouldn't over-professionalise the video, make it down to earth.

Just a thought.

Steve

A competitor of ours does video's on his ecommerce site, they look basic but explain things pretty well actually. And I have to say it's something that I may look at in the future because I think they give the business, as you said, an honest edge. And I doubt they hurt his conversion rate.

 

[zutou]

I wouldn't, unfortunately the maximum order is £10??

£10,really ?:| why has the limitation of this ? it is a bit strange ?:|

 

[HertsCCTV]

Hi Danny

A great way to build trust is to put a video of yourself on the front page or sidebar and explain why you started the company, and what you can offer your potential client.

Honesty, honesty, honesty is the key here, if you think your prices are a little high compared to the competition then say so and explain why your prices are justified. Real honesty is rare on the internet and potential clients will immediately warm to that.

I also wouldn't over-professionalise the video, make it down to earth.

Just a thought.

Steve

I agree with that comment

We had a video done for our website today.

We are in the middle of getting a new SSL, and the web company are moving the domain in the next few hours to our new name in case anyone points it out lol

http://www.youtube.com/watch?v=JTZr5W2sk8s

 

[crosbtmrkt]

that's really impressive was it expensive?

 

[HertsCCTV]

The cost was £99 yeah I like it.

I think it gives the customer what they need to know in 30secs

I was worried that it will replay the video everytime someone goes back to the main page but the development guys are encoding the video to the 3 main ones used on the web so no one will need to download a player first and it will use session controls to only play the video once on each user visit as I think that will pee people off if it plays eveytime they go to the main page.