One small hurdle can equal hours of pain and lost sales - 1 comment
Wednesday the 4th of March, 2009 | Articles | Business | Tools |
I have recently been working with a team (who is a new team within an older corporation) to get their website and ecommerce system up to par. The blogging platform, ecommerce platform and proprietary login system are substandard at best but they’re the required platforms by IT. Two very small issues have become a severe nightmare.
1) The username field only allows for 15 characters
a) The page doesn’t notify the limitation to the user ahead of time and plenty of people are used to using their email address which can easily exceed 15 characters
b) When the user goes over 15 characters, they are greeted with a red error stating “System Error, please try again later.”
2) When a user does go under the required characters by chance, they get dropped off at their user profile page instead of continuing with their checkout.
These two seemingly small issues drive 80% of their customers to require multiple phone and/or email touches for assistance on checkout and countless abandoned carts. Two months since launch of their new ecommerce site, this issue is still not resolved.
Comments
As you say - really simple, but cause major problems. Adding tips to e-commerce do’s and dont’s in wiki
. Thanks.