6 Ways to Gain Customers’ Trust with Order Confirmation Emails

Customers take a leap of faith when they order something online for the first time from an ecommerce store. If you can value their trust, they’ll surely return to shop more. That’s why you need to deliver their products as promised. And the first step to keeping this promise is sending order confirmation emails. Assure your customers that you’ll send them the right products that they’ve ordered. These order confirmation emails help customers build a strong relationship with business owners. 

Why Are Order Confirmation Emails Important?

An order confirmation email refers to the transactional email sent on behalf of the company when a customer places an order and completes the payment process successfully. Most websites show a pop-up page confirming an order, appointment, subscription, reservation, and other services. Still, order confirmation emails are necessary and every customer expects this follow-up email as reassurance. Read on to know why order confirmation emails matter so much. 

Increase Sales: Only a few ecommerce site visitors turn to customers. The conversion rate is as low as 2.86% globally. So, it’s very crucial to retain customers to increase sales in the future. A customer comes back to buy more only if he/she gets satisfactory service during the first time. And an order confirmation email followed by timely delivery of quality products can win customers’ hearts. 

Provide Reassurance to Consumers: Hundreds of ecommerce stores are available on the web. Only a few of them are trustworthy. You need to maintain transparency when customers make a purchase. By sending order confirmation emails, you are removing buyers’ doubts about you. This reassurance makes them feel free from worries. They start to believe that you won’t swindle their money despite having their debit/credit card information. 

Excite Customers About Their Orders: A confirmation email usually comprises information about order number, customer contact details, product details, price, shipping address, estimated delivery time frame, and tracking number/link (if applicable). These pieces of information excite customers about their purchases. They look forward to receiving their purchased items on or around the projected date. 

Build a Long-term Relationship: A successful transaction means you’ve driven a customer to the final destination through your sales funnel. You will be able to reap the benefits of converting a visitor into a customer, only if you can turn him/her into a repeat customer. To achieve this goal, building a long-term relationship has no alternative. Consumers feel connected with the company when you engage them with order confirmation emails. They passively build a relationship with you which may result in future purchases.  

How to Gain Customers’ Trust with Order Confirmation Emails

Your inboxes are likely to get flooded with loads of promotional emails, newsletters, marketing campaign emails, etc. A person may get bored after receiving such emails but he/she eagerly waits to receive an order confirmation email. That explicitly shows the difference between regular emails and confirmation emails. Let’s learn how you can make use of order confirmation emails to build on your customers’ faith. 

Respond Instantly

Telling from my personal experience, after watching the order confirmation webpage I immediately check my email inbox and spam box to check if the buyer has sent a confirmation email. So it’s critical to respond as quickly as possible. Send the confirmation email right after a customer completes the transaction successfully. This will create positive feelings in customers’ minds and they will feel assured that you’re not running away with their money and will ship their products on time. 

Include All Relevant Details

Make sure that no relevant information goes missing in the confirmation email you’re sending. A standard order confirmation email consists of the following information.  

• Order number/ reference number/ ID number
• Nicely written copies/body texts
• Details of the customer
• Product details
• Shipping address
• Cost breakdown
• Payment information
• Estimated delivery date
• Provide an order overview/summary
• Customer service contact details

Your customers will definitely feel content after getting the email If you can incorporate all these components into the confirmation email. Ensure the correctness of each information, especially product name, quantity, color, brand, size, and price.  Everything is computerized now and there’s a minimum possibility of errors. Still, you need to make efforts to keep everything in order. 

Maintain Brand Consistency

A brand usually has a catchy slogan, specific color palette, typeface and font, unique tone, and style. Keep your order confirmation emails aligned with your brand’s voice. You can engage your marketing team to craft a state-of-the-art confirmation email, maintaining brand consistency in and out. If you once create a well-designed template, that will work for the coming years too. So, take the necessary steps to craft order confirmation emails coordinating with every aspect of your business. 

Use Informative & Catchy Subject Lines

Write engaging subject lines so that customers can easily detect confirmation emails from the clutter of emails in your inbox. Keep the subject line precise and concise so that consumers readily understand that it’s an order confirmation email. It’s better to give it a touch of earnest sincerity to make customers feel valued. For example,  “Greetings from {Your Brand}! We received your order #12345” - this informs readers about the order confirmation and extends felicitations on behalf of the merchant. 

Pave the Way for Further Engagement

You can cash on in order confirmation emails to promote upsell and cross-sell. Recommend products related to what has been ordered just now. Inform about future discounts and special offers. Provide links to your social media accounts, ask to subscribe to your mailing list, and send in a feedback form. Most importantly, show your customers the path to reach you when needed. Include customer service contact information comprising hotline numbers, email addresses, social media chat boxes, and more.

Ensure Mobile Responsiveness

Almost 80% of smartphone users make a purchase from ecommerce sites and apps. If you create a confirmation email ideal for only personal computers, desktops, MacBooks, this large number of mobile device users may find truncated emails or faulty designs. This may frustrate customers. Moreover, most people check their emails with mobile when they’re on the go. So, it’s crucial to ensure mobile-friendly confirmation emails. 

Almost 100% of users read confirmation emails thoroughly without skipping any section. It's a great chance to impress your customers to shop again. This is actually the first step of one on one connection between the customer and the company. It plays a pivotal role in building a business to consumer strong relationships. If you follow the above steps while creating order confirmation emails, you're likely to build on your customers’ faith to a great extent.

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