Nejčastější chyby tvůrců elektronických obchodů
Tento text je přes 20 starý, ale některé věci jsou stále aktuální….
Grafický design prodejny
Grafické zpracování elektronického obchodu je první, čeho si zákazník všimne a na co obvykle klade velký důraz. Je to něco podobného, jako kdyby zákazník v reálném světě volil mezi nákupem v nově postaveném, naleštěném obchodu a obchodem starým, kde již dávno nad vchodem vybledl název prodejny. Pokud to tedy myslíte s internetovou prodejnou vážně, zkuste se zamyslet nad grafickým zpracováním nebo investujte několik tisíc korun do profesionálního grafického návrhu. Každopádně se ale nenechte příliš unést, hlavním cílem přece je, aby zákazník rychle nakoupil…
Úvodní strana prodejny
Úvodní stránka obchodu by měla být nejlepší z celého webu, už jenom z toho důvodu, že ji návštěvník uvidí první a utvoří si hned názor. Dejte zde nabídky na slevněné zboží včetně popisu a malého obrázku, odkazy na nejzajímavější zboží ve vaší prodejně, neměl by například chybě ani žebříček neprodávanějších výrobků – a tak bych mohl pokračovat donekonečna. Jistě vás také napadne, co by na úvodní stránce mohlo být.
Rozlišení a zvolené písmo
Prodejna by měla být koncipována na rozlišení 800×600 bodů, které dnes používá přes polovina uživatelů Internetu. Pokud je vytvořena pro vyšší rozlišení, návštěvník s nižším rozlišením musí rolovat do stran a to pověsti vašeho obchodu rozhodně neprospěje. Písma – téma, které by vydalo na několik stránek. Tak jenom ve stručnosti – pokud používáte bezpatková písma, tak pouze v následujícím tvaru: <FONT FACE=“HELVETICA CE, ARIAL CE, ARIAL, HELVETICA, SANS-SERIF“> .
Vyvarujte se používaní nestandartních písem nebo konkrétního písma Verdana, které někteří uživatelé Internetu nemají nainstalováno a text na stránce se tak objevuje bez diakritiky. Tímto neduhem trpí i Vltava .
Adresa provozovatele
U některých obchodů nenalezneme adresu provozovatele prodejny nebo je tak skrytá, že běžný uživatel ji ani nenajde – dost podstatná chyba a dost nepochopitelná. Mnoho lidí nerado objednává u firem, kde je znám pouze jejich PO BOX (zásilkové firmy) a tak se ani nedivte, že zákazníci nebudou u vás příliš nakupovat. Přidejte na úvodní stánku obchodu vaši kompletní adresu, včetně telefonu, nebo vytvořte odkaz s názvem „Firemní profil“. Zákazník musí především vědět, že jste solidní firma a musí vědět, kam se obrátit v případě problému.
Návod jak nakupovat
Některé elektronické prodejny mohou být svou rozsáhlostí pro návštěvníka komplikované a někdy i nepochopitelné – napište proto návod, jak ve vaší prodejně vybírat zboží, jak u něj zjišťovat podrobnosti, jak se v obchodu orientovat atd. Co je pochopitelné pro Vás, nemusí pochopit návštěvník prodejny.
Popisy a obrázky zboží
U nabízeného zboží nešetřete popisnými texty – mějte na paměti, že zákazník nemá možnost si zboží ohmatat, a proto se o něm dozví jenom to, co napíšete. Není od věci přihodit k produktu několik obrázků, které se po kliknutí načtou ve větší velikosti. Například u mobilních telefonů nestačí jenom jeho název a prodejce – uveďte všechny známé parametry telefonu a nezapomeňte na obrázek. Fakt, že zákazník vidí, jak zboží vypadá může v konečném důsledku kladně ovlivnit jeho rozhodnutí o nákupu.
Záruční podmínky a doba doručení
Uvádějte záruční podmínky a doba doručení nakoupeného zboží – informace musí být samozřejmě pravdivé, není nic horšího než když napíšete, že zboží odesíláte hned druhý den, ale ve skutečnosti se k tomu dostanete „až bude čas“. Diskutabilním nápadem je možnost zákazníka vrátit zboží a dostat za něj zpět peníze, ale u USA je stěžejním bodem úspěchu. Například i Vltava.cz nabízí vrácení peněz v případě, že nejste s produktem spokojeni. Zákazník totiž nemá možnost si zboží předem osahat a může se tak stát, že nakoupí špatně.
Cena zboží
Cena zboží prodávaného ve vaší prodejně by měla být o několik procent nižší než v kamenných obchodech – mějte na paměti, že k ceně zboží musíte připočítat poštovné a balné a výsledná cena tak může být vyšší než kdyby nakoupil normálně. Sledujte dále ceny zboží u konkurence a snažte se být vždy o něco levnější a někdy není na škodu to zdůraznit.
Propagace prodejny
Nezapomeňte na závěr svoji prodejnu propagovat – k čemu vám bude nový, profesionálně vytvořený obchod, když se nikdo nedozví o jeho existenci? Začněte třeba registrací u všech vyhledávacích serverů přes vytisknutí internetové adresy prodejny na vizitky až po normální reklamní kampaň, třeba pomocí bannerů nebo i v papírovém tisku.
Co udělat pro důvěryhodnost své prodejny?
Ten obraz je stále stejný – internetová prodejna je přepsaným ceníkem nějakých komodit do softwarového systému, který zajistí přenos „objednávky“ k „obchodníkovi“. Dvě slova jsou záměrně v uvozovkách. V tomto případě se totiž nejedná o obchodníka a k žádné objednávce nedojde. Pomocí by měl být APEK. Podaří se mu to? A jaká je role vyhledávacích serverů?
Většina českých internetových prodejen je jen nedotaženost a improvizace sama. Mnohdy bych se nebál říci šlendriánství. Zdá se, že jejich provozovatelé podlehli masáži médií o tom, že právě Internet je to místo, kam se ten všechen byznys přesune. Tak honem honem na vlastní internetovou prodejnu. Možná se přesune, ale rozhodně ne do té doby, do kdy budou mít zákazníci horší pozici než při tradičním nakupování v kamenných prodejnách. V současné době však mnoho pionýrů internetové komerce ten začátek očekávaného internetového nákupního šílenství důsledně oddaluje neustálým posilováním nedůvěry hrsky těch, kteří již na Internetu nakupují. Mám pocit, že do originality mám daleko, ale nedá mi pro úplnost tohoto článku přidat starou známou písničku – nejčastější problémy v internetových prodejnách vedoucí k nedůvěře nakupujících jsou:
- vystavené zboží není dostatečně popsáno a popisy neobsahují žádné obrázky
- prodejna nemá přesvědčivý grafický design
- prodejna neobsahuje adresu a základní údaje obchodníka
- obchodník neplní objednávky
- obchodník plní objednávky pozdě
- zákazník nezná obchodní a dodací podmínky, nezná třeba výši přepravních nákladů
- zákazník nemá možnost zboží reklamovat
Před pár lety znikla Asociace poskytovatelů elektronické komerce (APEK), která má sdružovat internetové obchodníky a předeším certifikovat internetove prodejny. Zastupce APEKu navštíví prodejnu, zjistí, zda splňuje kritéria důvěryhodné prodejny, a prohlásí prodejnu jako certifikovanou. Prodejna pak může používat certifikační butonek. Poslední tisková informace „že už to snad vypukne“ byla 16.9.1999, ale zatím stále nic. Čekal bych již seznam certifikovaných prodejen na www.apek.cz nebo na www.e-komerce.cz , což má být hlavní médium APEKu.
Aktivita to bude určitě zajímavá, ale podle mého názoru zásadní průlom do kvality internetového nakupování nepřinese. Certifikace není zadarmo a je otázkou, zda se bude chtít firmám platit x Kč nebo se stát členy za 12 tisícovek ročně s certifikací prodejny zdarma. ( x je uvedeno záměrně, protože 3 dny nestačily na zodpovězení otázky, kolik to bude stát, kterou redakce Intervalu poslala na info@apek.cz ). To, že některé firmy dostanou pro svůj shop butonek, ještě neznamená zánik těch ostatních – necertifikovaných. Především by nakupující museli vědět, že nějaká certifikace existuje a to nebude ani jednoduché ani levné. A určitě bych nevsadil na to, že by informovaní nakupující dávali přednost právě certifikovaným prodejnám.
Zánik nefunkčních prodejen přinese sám trh. Provoz internetové prodejny něco stojí a ne každý ji bude platit do nekonečna, pokud z toho nic nemá. Určitou formu certifikace bych však očekával od provozovatelů rozcestníků pro internetové prodejny. Dnes mezi sebou soupeří obchody.atlas.cz , obchody.centrum.cz a www.shopfinder.cz a pár menších pobrukuje do rytmu. Tyto rozcestníky by měly zveřejňovat pouze ty prodejny, které splňují kritéria pro fungující internetovou prodejnu. Osobně bych měl zájem vyhledávat v katalogu, který mi bude nabízet jen ty prodejny, které splňují základní podmínky a pravidla fungování internetového shopu. Bohužel dnes se firmy provozující katalogy internetových prodejen honí za co největším počtem registrovaných prodejen, který zobrazí na úvodní stránce a je jim vcelku jedno, koho registrují. Některé prodejny, na které se dostanete z vyhledávacích centrál, jsou naprosté unikáty a nákup v nich by očekával jen duševně chorý optimista.
Co z toho vyplývá pro internetové obchodníky? APEK i přes své diskutabilní poslání přispěl do mlýna solidní definicí základních pravidel pro internetové prodejny formou RFC, které mohli lidé motající se v e-komerci připomínkovat a měnit. Pro mne jsou velmi zdařilé a minimálně inspirující pro ostatní obchodníky. Pokud by se prodejci sami řídili uvedenými pravidly, určitě by to pocítili ve svých prodejnách v ideálním případě zvýšením obratu nebo prostě jen dobrým pocitem, že pro přežití svého internetového děťátka udělali první nezbytný krok.
Vzhledem k tomu, že pravidla jsou veřejná, publikuji je v plném znění. Vytáhl jsem je z článku ze serveru E-komerce.cz
Základní pravidla certifikace internetových obchodů
I. Zveřejnění základních údajů o provozovateli
Přímo z titulní strany obchodu musí vést odkaz na stránku obsahující základní údaje:
kdo je prodávající (tj. partner pro obchodní smlouvu se zákazníkem); jméno firmy s korespondenční adresou, kontaktní osoba, telefon, fax, e-mail, IČO/DIČ
reklamační řád prodejny; zejména musí obsahovat jak má zákazník postupovat, chce-li zboží reklamovat jaké jsou záruční doby zboží (v případě, že se odchylují od zákonné lhůty) na co se záruka vztahuje, případně nevztahuje kdo reklamaci vyřizuje včetně plné korespondenční adresy, telefonického a faxového kontaktu
popis, jakým je objednávka vyřizována (zejména komunikace se zákazníkem)
II. Styk se zákazníkem – nákupní řád
Rovněž z titulní stránky obchodu musí vést viditelný odkaz na stránku obsahující následující údaje:
nákupní řád, obsahující zejména: závaznost objednávek (zda je učiněná objednávka závazná či ne a jak je zákazník o učiněné objednávce informován (preferované je potvrzení e-mailem).
způsoby a doby dodávky (doba do předání zboží dodávající službě s uvedením termínu, které tato služba zaručuje.
standardní metody plateb, standardní výše poštovného a balného, popřípadě jakýkoli dalších poplatků. Zákazník musí mít možnost se s těmito údaji seznámit, než začne provádět své nákupy.
III. Realizace dodávky, platby, poštovné a balnéObchod musí obsahovat:
jasné platební podmínky včetně poštovného a balného, vyčíslené před okamžikem schválení platby. Zákazník musí mít možnost schválení či odmítnutí koupě v okamžiku, kdy ví: co přesně kupuje jakou částku zaplatí včetně poštovného, balného, kurýrní dopravy atd. zásilka se zbožím musí obsahovat daňový doklad o zaplacení, případně další doklady (dodací list, záruční list) kdy bude zboží expedováno, případně předběžný termín dle dodacích podmínek
vyřešení storna ze strany obchodu, tj. odmítnutí objednávky obchodem a způsob vrácení peněz u platby předem u tohoto případu, pokud obchod není schopen dodat zboží, nebo jej není schopen dodat zčásti
definování servisních podmínek u zboží, na které se to vztahuje (počítače, audio/video atd.) IV. Ochrana osobních údajů
Obchod musí odkazem z titulní strany deklarovat, jak bude zacházet se svěřenými osobními daty při personalizaci (jejich předávání či prodávání dál atd.).
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