Setting up for online shopping success post-Covid

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During the lockdowns caused by the scourge of the Covid-19 pandemic, South African individuals and businesses have been forced to adapt.

With South Africans no longer allowed to visit their favorite stores, businesses had to find a way to stay afloat, and so a digital revolution took place.

Businesses have improved their e-commerce capabilities and offerings, empowering themselves to survive the unprecedented retail nightmare by giving their customers the ability to purchase goods online.

Now, as South Africa returns to normalcy closer to 2018 than anyone thought we would ever see again, companies must ensure they heed lessons learned during the pandemic.

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The way people transact has changed. Businesses can’t go back to exactly what they did before the pandemic, even with foot traffic at traditional brick-and-mortar stores returning to pre-Covid levels.

The customer experience has changed

While online shopping is by no means new, the shutdowns prompted the public to use the service more – it was the easiest way to stay safe while still being able to shop.

But, as customers become more comfortable shopping online, expectations about what makes for a good shopping experience have changed.

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One of the biggest drivers of online shopping in an almost post-Covid world is convenience.

We had our eyes opened to how easy it is to shop online. The challenge for businesses now is to continue and improve on this level of convenience to give their customers reasons to continue to choose them.

Something that Ozow, one of the South African leaders payment providersfound that refunds are a factor in improving the customer experience.

The more efficient and painless the refund experience is for a customer, the more likely they are to remain loyal to the brand.

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In fact, 30% of all online purchases are returned – they are a crucial part of the customer experience.

Ozow realized this and developed a refund offer to give businesses the ability to provide transparent refunds to their customers.

With just a few clicks, Ozow enables all of its merchants who have integrated the refund product to refund their customers seamlessly.

To learn more about this, click here to visit Ozow’s refund page.

You can also download their whitepaper on the critical importance of an effective refund process for customer retention.

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