5 Ways Address Verification Helps Improve the E-commerce Customer Experience

Melissa AU Team | Ecommerce | , , ,

As a customer, there’s nothing more frustrating than having to wait a week for your order and then to have it delivered to the wrong address! This isn’t great for the company either. You have to pay extra shipping charges and may just have lost a customer.

E-commerce has changed the rules of competition and today to be the top seller, you need to provide the best customer experience. In addition to ensuring that your products are top quality, you must ensure speedy and accurate delivery. This is where address verification can play an important role.

An address verification API ensures that only correct, complete and valid data enters your database. It minimizes the chances of having an incomplete address or an address with invalid information. For example, it can update details to reflect a change in street names or add a pin code. It improves the quality of your data and, in turn, the depth of your customer knowledge. With access to this information, you can improve customer experience by:

1. Showing Only Deliverable Products

Though shopping online is said to be a time-saver, it can be quite a pain for customers to find a great product that fits their budget and go through the checkout process only to realize that it isn’t deliverable to their location. This is an issue faced by retailers who cater to both domestic and international markets.

An address verification API can act as a filter in such cases to show the customer only those products that are deliverable to their location. This makes their shopping experience better and reduces the risk of cart abandonment.

2. Approximate Shipping Times

One and two-day delivery options are a great way to improve the customer’s experience. Let’s say a customer forgets to buy their spouse a birthday gift till the last minute. If they’re shopping online, they want to be assured that their order will be delivered the next morning. They want to see only those products that will be guaranteed to arrive on time.

Similarly, when shopping for the festive season, customers want to be assured that their gifts will be delivered on time. As a retailer, you can give this assurance only if you have the customer’s correct address with all the relevant details. Based on the pin code you can estimate shipping times so that the customer knows when to expect his order. Knowing when their order will be delivered also allows customers to ensure that someone is home to receive the order.

3. Simplify Checkout Processes

A study by the Baymard Institute showed that a long, complicated checkout process is why 21% of customers abandon their shopping cart. This can result in a loss of $18 billion in annual sales revenue. The good news is that optimizing the checkout process can dramatically cut these losses.

Type-ahead address verification is one of the simplest ways to do this. Instead of including multiple fields for the customer to enter his/her address, type-ahead address verification gives them a drop-down list of options to choose from. This improves the speed and accuracy of addresses entered.

Visually speaking, having a single field that allows the customer to enter the address as a single line instead of multiple fields for every component makes the process appear shorter.

4. Minimize The Risk Of Delivery-Related Issues

Assuring quicker and accurate delivery is one of the key reasons to start using an address verification API. Each year, thousands of orders are canceled and revenue is lost only because the order could not be delivered to the customer.

The customer may have made a mistake entering the address, street names may have changed, the pin code may be missing – the reasons for delivery related issues are many. Though in most cases, this may not be the retailer’s fault, the blame is placed on their shoulders. According to a research study in 2019, 84% of customers will not make a repeat purchase after a poor delivery experience.

Address verification minimizes the risks of these issues. Firstly, it verifies and validates the addresses entered against third party databases to ensure that they are correct and in use. If there’s a discrepancy, it is highlighted instantly so that the customer may edit it.

Secondly, it enriches the data being captured. For example, the city may have recently changed street names. In such cases, the address can be updated to reflect the changed details. Thirdly, address verification ensures that complete addresses are captured. It also standardizes addresses.

Having the correct and complete address allows last-mile delivery agents to optimize their routes and be more efficient with their time. As a result, customers get their orders delivered on time and delivery issues are minimized.

5. Protect Customers Against Fraud

As the popularity of online shopping grows, fraudsters find new ways to take advantage of customers and misuse their data. For example, they may use their account to make expensive purchases. The retailer cannot call the customer to check every order but if the delivery address is uncommon and not linked to any of their details on other databases, the verification system may raise a flag. Retailers can then take proactive steps to check the order with the customer before confirming it. This helps build trust in the company and, in turn, boosts loyalty.

A Concluding Note

In the e-commerce age, customer experience is a key differentiator. The chances a customer will return to make a second and third purchase are dependent on the product he receives as well as the service offered in terms of delivery accuracy, etc.

Address verification makes it easier for retailers to improve their customer experience without increasing their overheads. With access to verified and accurate addresses, you can filter products according to location, get a better estimate of delivery timelines and ensure that the product reaches the correct address.

You can also get alerts for potentially fraudulent activities and thus make your platform more trustworthy. If you’re not already using an address verification API, it’s time you start.

PYMNTS October Tracker: Melissa on Email Verification Evolution

Cassidy Littleton | 2020, Ecommerce, Email Verification | , ,

COVID-19 has changed the way consumers interact – i.e. preference for ecommerce and digital connection has skyrocketed and maintained its popularity even as storefronts begin to reopen. But unfortunately, fraudsters seem to continue to take advantage of this digital norm. How can email verification assist in fraud prevention initiatives while maintaining a seamless, easy onboarding experience for consumers?

Download the October 2020 Digital Consumer Onboarding Tracker here and find out what Melissa has to say about the evolution of email verification and what others have to say about its role in 2020.

[WEBINAR] The Importance of Knowing Your Customer

Cassidy Littleton | 2020, Ecommerce | ,

Ecommerce volume is soaring—and the holidays will drive demand even higher. It’s more important than ever before to understand your website’s audience and avoid the problems that come from inadequate order verification.

In this webinar, we’ll draw from Digital Commerce 360 data and news reporting to discuss how retailers can avoid the problems that come from insufficient knowledge of their customers—as individuals.

You’ll learn:

  • Ways to combat shopping cart abandonment including autocomplete technology and fat-finger friendly design
  • How to improve customer loyalty by ensuring fast, accurate delivery and ROI
  • Scams to look out for when the holiday season causes your order volume to soar
  • How to use a Know Your Customer (KYC) process to increase conversions, boost sales and reduce fraud

With the holiday rush coming, you won’t want to miss this webinar!

Register now for “The Importance of Knowing Your Customer” which airs on October 22, 2020 at 2pm ET.

Internet World: Melissa präsentiert Lösungen für die internationale Adressprüfung

Melissa DE Team | 2020, Address Check, Address Correction, Address Quality, Address Standardization, Address Validation, Address Verification, Adressen-Autovervollständigung, Adressprüfung, Adressvalidierung, Big Data, Data Management, Data Quality, Data Quality Services, Datenqualität, Digital Identity Verification, Ecommerce, eIDV, Germany, Global Address Verification, Global Business, Global Data Quality, Global ID Verification, Identitätsprüfung, International Address Verification, News & Events, Personator, Personator World, Press Release, Presseberichte, Trade show | , , , , , , , , , , , , ,

Globaler E-Commerce erfordert zusätzliche Maßnahmen für eine großartige Customer Journey / Melissa verfügt mit seiner 35-jährigen Firmengeschichte über umfassende Erfahrung bei der Validierung von Kundendaten

Köln/München. Besucher der diesjährigen Internet World können sich am Stand von Melissa (Nummer: CO38) umfassend über das Thema internationale Adressprüfung informieren. Dieses ist aufgrund der kontinuierlichen Globalisierung und des damit verbundenen steigenden Wettbewerbsdrucks für E-Commerce-Anbieter eine der größten Herausforderungen. Dazu zeigt Melissa Lösungen, die Adressen aus aller Welt beim Online-Kauf in Echtzeit prüfen und auch vervollständigen. Damit wird auf der einen Seite die Customer Experience optimiert. Anbieter profitieren auf der anderen Seite von validen Adressdaten, die eine reibungslose Bestellabwicklung ermöglichen.
Die Internet World findet am 10. und 11. März 2020 auf dem Münchener Messegelände statt.

Read more “Internet World: Melissa präsentiert Lösungen für die internationale Adressprüfung”

5 Ways Retailers are Crazy Good at Using Data

Cassidy Littleton | Ecommerce, Geocoding, IP Location | , ,

Retailers Who Know How to Use Data…

… are basically unstoppable. Being well-versed in data for retail can unlock the ability to rock conversions, see into the future, and, perhaps most importantly, prevent fraud instantly. Recognizing the importance of data and knowing how to use it is like unlocking all the secret levels in a video game, but instead of just enjoying the satisfaction of beating the last boss, retailers experience the evergreen satisfaction of improving all business operations for the long-term.

What Exactly does Retail Data Entail?

Data comes into any organization from a vast array of sources. For retailers in particular, these sources could include customer activity on their website, competing retailers, social media engagement and platforms, the list goes on. Although data is important, this information often does not come wrapped neatly in a bow nor in one standardized form, so how does data become usable for gained insights and actionable knowledge? Integrating data from all these sources requires data quality routines that standardize, verify and clean disparate data to enhance focus and make it more usable. Let’s see how using clean data affects the retail industry.

Rock the Customer Experience

A recent survey showed that 48% of shoppers have left a brand’s website and completed purchases elsewhere because their experience was poorly personalized. We’ve explored various customer retention strategies and found that the customer experience is now king. A few ways to use data to personalize the customer experience include:

  • Adding recipients’ names to email and marketing messages
  • Tailoring loyalty programs to specific tastes and preferences
  • Using purchase history, location tracking, time spent on various sections of the websites, etc. all to personalize promotions and create specialized offers
  • The possibilities are endless…

Crystal Ball of Trend Forecasting

Using accurate data to forecast trends can be a critical advantage on the retail stage. Now, because data is so easily accessible, it has taken much of the guesswork out of trend forecasting. Analyzing historical sales records, current sales trends and many other data-points can make sales predictions highly accurate. For example, a fashion retailer may use data-driven trend forecasting to fine-tune predictions in color, trim, accessories, etc. and predict what will be in vogue when, to better time their product launches.

Design Effective Marketing Strategies

Traditional marketing strategies were based solely on historical sales data. Today, retailers have access to data from so many sources that it allows them to create a more detailed customer profile and reveals unexpected insights into their behavior. Social media, for example, can tell marketers where to place their ads for highest visibility. These marketing maneuvers lead to higher conversion while reducing customer acquisition costs. Plus, retailers can easily quantify their impact and make adjustments as needed.

Improve supply chain efficiency

By utilizing clean addresses and converting them to precise rooftop latitude/longitude coordinates (geocoding), retailers can analyze their sales data to recognize trends in the relationship between specific localities and sales. For example, if a specific locality in a large chain of stores is purchasing more rain boots than another location, the retailer will want to increase their stock of rain boots in that specific locality and optimize pricing per demand. This could also be utilized to boost collaboration between business partners and make the supply chain smoother and more efficient. Traffic congestion can also be analyzed to find the fastest and most fuel-efficient routes.

Detect Fraud Quicker

There are multiple ways to detect fraud in the customer funnel. One way is to determine whether the IP location of a customer’s activity matches the billing address or shipping address of the purchase. This is a big red flag for fraud and may be flagged or blocked for suspicious activity before the purchase is even made. Further investigation may ensue, otherwise a fraudulent transaction is averted in one simple data check.

Retail – You’ve Got it Made

62% of retailers who analyzed data to make business decisions found that it gave them competitive advantage, deeper customer insights, revealed hidden patterns and correlations, and identified business requirements that, in turn, helped the organization tailor its infrastructure and service to help the business grow.