Listen to the podcast here! - https://talk-commerce.com/commerce/four-ways-to-increase-your-website-roi-with-thien-lan-weber/
Tune in today to learn about the four easy steps you can take BEFORE Black Friday to make your site faster. (You can even tune in after Black Friday). Thien-Lan Weber talks about the four easy steps you can take today to ensure your ROI is maximized on your website ROI.
OneStepCheckout is not a traditional Magento module provider with a lot of extensions. Our checkout module is our core business. We work exclusively with checkout and conversions to always bring you the best possible checkout product. We are all about reducing customer abandonment and increasing customer conversions.
Brent: Welcome to this Spoony holiday edition of Talk Commerce. Today I have Thien-Lan Weber from One Step Checkout and she has done a much better job of her costume and background than I have Thien-Lan. Why don’t you go ahead, introduce yourself, tell us what your day to day role is and one of your passions in life.
Thien-Lan: Hello, I’m Thien-Lan Weber. I work for OneStepCheckOut. So I guess most people know me otherwise. One step checkout is the main Magento extension to reduce for Magento one and Magen two. My passion in life, it’s eCommerce and drumming. I also like dress. And appearing on podcasts.
Brent: Excellent, thank you.
Brent: And so today before we get into our regular content, I’m gonna tell you a joke and then you are going to tell me if that joke should be free or if we could charge for it. Ready? You ready, ? Okay. I found out my girlfriend is really a ghost. I had my suspicions the moment she walked through the door.
Thien-Lan: It’ll be free.
Brent: Good. All right, Telan. I know today is Halloween, so I dressed up in my doctor who Christmas sweater, which I have my holidays completely mixed. And you are very well appointed in a a scary outfit with a span stuck in your head and you even have a great background. I appreciate that.
Brent: But we, let’s talk about the scary state of the economy and things coming. And then I think, let’s put it into context of what merchants can be doing to make sure that they’re getting everything they can out of their website. . Exactly.
Thien-Lan: Yeah. So yeah, not very funny. The current state of the economy is pretty gloomy.
Thien-Lan: We actually, I noticed that in New York when I went for McLin to New York, it was not as vibrant as 2018 and 2019 when I went and even the locals like Eric, and. Laura was telling, wa was saying that, A bit more dangerous. Lots of homeless people in the street. And I guess here in Europe we hear all the news about inflation war in Ukraine and yeah.
Thien-Lan: Worldwide inflation is around 8.2%. For the last 12 months in the US it’s yeah, around 8%. In Europe it’s around 10%, but with big discrepancies between countries like France, where I live, which is like 6%, and countries where Anton I imagine to expert lives in Estonia where it’s like 25%.
Thien-Lan: So yeah pretty.
Brent: Yeah. And so I know that there are ways in which merchants can help. And one step checkout is at the end of the funnel, let’s say at the checkout process. And I, you mentioned that you had done a article with Forbes about some points in which merchants can look or work through the checkout process.
Brent: Why don’t you explain a little bit about what that was?
Thien-Lan: Yep. We partner up with nata, who is a for finance council member to talk about this context and what eCommerce merchants can do as quick wins to get more sales this holidays. So it’s all about getting. Market share because consumers will have less spending power.
Thien-Lan: So the competition will be really fierce among all the brands. And you need to offer an experience that really appeals from the moment that people like even before people learn on your website up to the end of your online sales funnel. So today, I’m happy to share with you those four. and and they should be a lot, most of them should be implementable before this holiday season.
Thien-Lan: So that’s the good news.
Brent: All right, so let’s just tell let’s tell us the four points and then let’s go into detail on each one of them. Yep.
Thien-Lan: So the first point is to have a fast. Sorry. A fast website good performing websites. Consumers who go to your website, if they, it’s loading in more than two seconds, they’re going to leave and go to another website.
Thien-Lan: So performance is key here and throughout the whole browsing experience, you need to make sure that it loads fast enough so that people don’t leave and find items that they want, gift ideas, and put them into. So that would be by using themes like Hova, for example, on two, that makes the whole experience much faster and even helps you score rank higher in the search results so as to capture more traffic.
Thien-Lan: So that’s number one.
Brent: Number two, Okay, so I, Yep, go ahead. No, go for it. Number two
Thien-Lan: is around shipping. So with C we saw that by online pickup, in store, or click and collect is very popular. And sales going through those channels are going faster than eCommerce itself. So given that most of most of the time those shipping methods are more cost efficient, it costs nothing for the retailer to just have people come and pick it up.
Thien-Lan: It’s going to be very useful for consumers who can’t afford those extra five, $10 for shipping. So that was number two offer. More flexible shipping methods, including cost effective ones. Third one is offering flexible payment methods. And for the last couple of years, by now, pay later has been very popular as well because they allow consumers to pay, let’s say, in sport installments every fortnight, but without paying any.
Thien-Lan: So that helps when the budget is very strained to break it down into a longer period so you get your paycheck and you don’t pay anything on top of that. So offering payment methods that consumers like need for the holiday seasons is a big factor for to drive. And last but not least, having a good checkout that removes all friction from the checkout experience and allows consumers to place their order without forcing them to create an account or look for two coupon code that you might not have, or filling a lot of fields that will allow you to convert all that traffic.
Thien-Lan: And your efforts along the online sales funnel into an actual order.
Brent: So three out of the four are at the end of the funnel, which is probably pretty common that once they get through, number one, if it’s fast enough, they’re gonna, they’re gonna wanna buy something. What if you start at the top of the funnel with.
Brent: The Google has changed its its algorithms to now put more weight on the speed of your site. And if, let’s just say so one step checkout supports more than just Magento, right? There, there are other platforms that you’re supporting.
Thien-Lan: So for Dar, we are looking at supporting Que, but the priority is to support Magento two and Which makes Magento two much faster.
Thien-Lan: And is adding the sexy back into Magento,
Brent: adding the sexy back in, is that what you said? Yep. That’s good. . Okay. So having that sub two second load time, which in the past first Magento especially, has been unheard of. So some of the tools I guess people could use to help with that would just be Google Lighthouse and Google Page speed insights.
Thien-Lan: Exactly. Another resource that I found very useful and entertaining was a deck of slides by John Hughes from ue it was a hundred slides, but very funny ones about page speed, why, what you can do, and all the tips. We can add the links to the notes of this podcast. But this is a fantastic
Brent: Perfect. Yeah, and I will add the, I will add that to all the show notes. Alright, so let’s move on to shipping. So I think in the US anyways, shipping free shipping is the thing and Amazon is really driving that. Do you recommend that merchants do free shipping?
Thien-Lan: So that’s a strategic decision based on your cost goods sold, your pricing, your competitors.
Thien-Lan: So I can’t. You have to offer free shipping or you have to include shipping in your item price. I think depending on categories and consumers there might be different strategies that was better for you. But yeah, consumers one of the key reasons for carbon environment is when consumers see extra cost at the end of checkouts, so that often happens.
Thien-Lan: when checkout is on two pages with the first page with the item price, and then the second page with tax shipping all additional costs. So that’s a big driver. Either you state up upfront how much your shipping is going to be, or you put a threshold of. When shipping becomes free, and that works quite well to get consumers to pile up their cart and reach that threshold.
Thien-Lan: That makes sense for you financially. But yeah the most important is to be very up upfront and not have any surprises. When shoppers go to the end of checkout and see the final cost they have to pay.
Brent: Yeah, and I can say from experience that I have dropped out of the cart many times when I get to the end and suddenly shipping is a quarter of the cost of the entire order.
Brent: And I automatically go to Amazon then because A, I know that the ship, there’s no shipping. And then b, I also know that it’s gonna come in two days. The other, I think the other good strategy in terms of shipping, and I do agree that showing shipping up front is such an important thing to do. If you were to have a threshold of, say if you spend 50 euros or $50 and then you get free shipping, I think that’s something that I, that appeals to me and it also gets me to spend a little bit more money.
Brent: So if you’re at $49, you search like crazy on what does that $2 item I could get to get my free shipping maybe talk
Thien-Lan: a little bit about, Does that I do the thing I haven’t looked for. The product that is the same as shipping. If shipping is $10, I’d be like, Oh, I get that $10 items. I can have it for free.
Brent: Yeah, absolutely. And if merchants are very clever, they would also do maybe a little scale that says Here’s how close you are to get to free shipping. And if you just add this one more thing. And if they’re very clever, they would add some extremely high high profit items. As incentives to get over that shipping amount.
Brent: So say you’re at $9 and they have something that they charge $9 for, but they pay a dollar for it. Hey, buy this item and you’ll get over your free shipping. There’s so many tactics that merchants could use if they start thinking about the behavior of consumers. And as a merchant too, I think you should be looking at what your competitors are doing and trying to make sure that you’re not missing out on something like that.
Brent: So for example, if your competitor is just offering free shipping, but their every item is a little bit more expensive there’s a reason for it. I think we’ve seen that on Amazon. Sometimes those really cheap things are more expensive cuz there’s free shipping and I you mentioned that earlier.
Brent: About the free shipping part of it. The other one the second one or the third one you mentioned was flexible payments, and you mentioned buy now, pay later. Talk a little bit about that.
Thien-Lan: Yes I’ve been following the Buy now pay later trend for two, three years now. And it all started in Australia and today there are more probably a dozen brands who offer Buy Now pay.
Thien-Lan: the most popular in the US would be a firm and in Europe might be clown. And the whole objective what I find very interesting is that it’s a win-win for consumers and for merchants. The merchants pay a little bit more with our in terms of fees, but consumers get to pay. To slice their payments over six weeks and sometimes more without pay, paying in any interest.
Thien-Lan: So it’s, great for them especially when they are they don’t have much budget and and it. Showed to drive a lot more conversion. And also a lot of those brands, they have their own app. They have their own consumer database, so they give exposure to their own merchants through their apps.
Thien-Lan: So let’s say on the Klan apps, you will say you will have or buy from ex brands, and then consumers will go directly from the cla up to that. Instead of going through Instagram ads or, Google search.
Brent: Yeah. And I think the other thing would be to make sure that they’re at least saving the token for the credit card to check out.
Brent: So second time around, you don’t have to enter all that information. Talk a little bit about that friction that happens in shipping and payment in your check.
Thien-Lan: Yeah so yeah, as I said, the number one reason for car abandonment is high shipping costs. So that’s why it makes sense to offer various options and buy, install to buy online pickup in store.
Thien-Lan: Is a interesting one. And yeah, we’ve partnered with French Magento extension provider called Why Your Mind That does very good quality extensions to allow that and add all these options. So the, this is The more payment and shipping options you offer, the less friction you get because consumers want certain options and if you don’t have them, they will go elsewhere.
Thien-Lan: So for shipping, that’s a great one. And for payments, either, they, one of the reason why they leave a website is also when they don’t trust the website. They have never heard of that band before, that the item is interesting and they don’t want to leave their credit card. So in that case, they would rather, for example, use paper.
Thien-Lan: And so it’s a good one to offer as well.
Brent: Just going back to the shipping I spoke with somebody earlier who said that they clicked on an Instagram ad and they were they needed something for a holiday. I don’t remember the holiday, but they needed it by a specific date and they said the shipping would be three to five days.
Brent: Their date was two weeks out, so there was plenty of time the two weeks came and went and there that nothing was ever shipped. Talk about the importance of maybe some reviews and having that knowledge that, hey, that item is actually gonna get there on time. Because I think sometimes people also wanna know that I’m gonna buy this and I need this, and if I don’t get it in this amount of time, I’m gonna go somewhere else.
Thien-Lan: Yep. So I guess there are two things here. One is setting expectations. So having the right information, the accurate information about when the item is going to arrive at your place is important. The other day I went to a local merchant and they have their own calculation and algorithm saying, Oh, for shipping it might be three, four.
Thien-Lan: But then they don’t re, it’s not accurate. It doesn’t really talk to the carrier. So it’s not, that trustworthy. So if you can, have the right timing and specify information about. When the order is going to be processed, when is going to be packed, when is it’s going to be shipped, and based on how far the consumer is, how long it’s going to take to be shipped, that would be the best.
Thien-Lan: But yeah, otherwise it is better to, overestimate the shipping time, then underestimate and then disappoint.
Brent: All right. So let’s get then to the, Oh we’ve talked a lot about frictions. Tell us about how, maybe, how one a checkout can help reduce that friction with the client at checkout.
Thien-Lan: Yep. After shipping cost being the number one reason for car and the number, the second one is forcing consumers to create an account. So how many times have you been to a website where, Click on cards I want to pay. And then you have that page that says, Log in, I’ll create an account. And you can’t do anything.
Thien-Lan: You can’t, pay, you can’t get your item. And 25% of consumers leave at that point. So we, OneStepCheckOut we’ve been addressing that. Thanks to feedback from a lot of our merchants and clients, and what we do is we allow to create an account by simply using all the information that anyone would answer when they fill out their shipping details.
Thien-Lan: So email, first name, last name, address, and the only thing you need to add it is a small tick box where consumers can enter their passwords twice and that creates an account. So we call it seamless account registration, and it replaces that, account creation wall that is making, 25% of people leave.
Brent: Do you find at that stage some people forget that they have an account and they fill out all that information. How do you get around the idea? , they go through that, they forgot that they created an account and then they click and then it comes back and says, You already have an account.
Brent: Please enter your password. And then they’ve forgotten their password and by the time they get around to finding it, they’ve left because they forgot they were even what they were ordering. Yeah,
Thien-Lan: that happens quite a lot. So yeah. I think we also allow people to check out as. And then have the account reconciliation later after.
Thien-Lan: I have to get back to you on that. But I think that would be the sensible thing to do because you absolutely don’t want people to be stopped at that point when they’re ready. To give you money and to pay for that item.
Brent: Talk a little bit about the idea of one step checkout. What, like the reason why it’s called One Step?
Brent: I think that’s obvious, but a lot of people don’t think through all the different steps that they have to go at checkout.
Thien-Lan: So it all started with Magento one, and back then checkout was six steps. So it made a massive difference to have all those steps into just one. Above the fold with one single button that says Order now.
Thien-Lan: So you can fill out all your fields and not click any next button, just one big button order now.
Brent: So it’s making sure that there’s almost nothing you have to do make sure you complete checkout. How about making sure that users The right address and things like that. I’m assuming, integrates with other plat or other services that help find the right address.
Brent: Yeah, go ahead.
Thien-Lan: The key advantage of our product is that we integrate with. 90% of the third party extensions that are out there. So address validation, that works really well. Tax calculation shipping estimates, any shipping extension hundreds of payment extensions. So whatever you need, you can integrate it with one step checkout.
Brent: All right. I wanna switch directions just slightly. Okay. Are you seeing the same amount of people on Magento two using your services, or do you feel like it’s declining right now?
Thien-Lan: So with Magento two, we could see that it’s on the other side of the product maturity curve. The number of install.
Thien-Lan: And the number of orders for Agen two has been slowing down. But as I said, with Hova, it’s been picking back up, so that’s why I’m saying it’s bringing sexy back. And so a lot of, I would say, yeah, big proportion of new orders from west of checkout, from gen two are driven by hiva things. .
Brent: So you would, you could say that HAFA is changing.
Brent: HOA is ch is saving Magento from the dorans, from the tomb.
Thien-Lan: Let’s say that .
Brent: Absolutely. So if you have something that we started off with spooky and scary. What would be the biggest thing you could tell a merchant that they should think about for. website and for their checkout process,
Thien-Lan: I would say yeah, performance is key.
Thien-Lan: So today people don’t want to wait. Most people would buy their holidays, gifts on mobile, so it has to be mobile friendly. Loading really fast, allowing them to browse and or even, guiding them into what would be the most interesting, the best selling products because people are also looking for inspiration and then removing friction all the way through to check out and let them place their order without asking them for too many questions or asking them to do too many things.
Thien-Lan: So a lot of a lot of that friction is also in the order. Subscribe to our newsletter, get $5 off. Remember this, do this, do that. And you’re like, Go away. Go away. I want my product. And then someone calls you, you do something else, and then you go to another website
Brent: to shop. Yeah, that’s, that’s a great point.
Brent: I do, I’ve had quite a few guests that say, Love you learn to love the popup, but make sure you don’t have the popup in checkout. Because it I agree. It’s so annoying when you’re typing in. All of a sudden you get the popup and says, that, says, Enter your email address and subscribe to our newsletter when you could have a checkbox in your checkout that says, I’m, I’d like to subscribe your newsletter , because you’re putting your email address anyways.
Brent: Exactly. Yeah, that’s a really great point. Popups popups, especially on mobile. I think the other thing is that merchants still are thinking desktop first, and we’ve talked about performance and we’ve talked about friction in the checkout. Friction in the checkout is even more when you’re on mobile because it’s so much smaller.
Brent: So having that easy to use navigation is so important. Do you have any words of advice for people to. Enter as little as possible for the checkout. For mobile, You mean for consumers? No. For a merchant. Is there anything that they can do to reduce the amount of things like you, You said that having options for shipping, but I think.
Brent: At some point, if you have so many options, that’s too many options to show on your mobile phone. Is it recommended that you have as little options or making sure that they don’t have a lot of opt or even that’s where the free shipping would come in, where they don’t even have to choose shipping because it’s free.
Brent: Anything that, and that helps merchants check out on mobile quicker.
Thien-Lan: Yeah, that’s that’s an interesting point and I’ve seen it with. A lamp company. So they are the biggest in Europe. They have lamp.de eliminations.co, uk, lamp.fr, and 13 lamp sites across Europe. And for all their websites they have, they almost removed the shipping method.
Thien-Lan: Section because they have one carrier, one shipping cost, and you don’t have to choose. So that makes the whole checkout form much shorter and it’s quicker. People don’t have to wonder, Oh, what do I want? It just tells you what you’re going to have and that’s it.
Brent: So you’d say they’re helping us shed new light on the checkout process?
Thien-Lan: Yep. They help. Yep. They help simplify the whole thing and I guess they’ve seen that consumers are happy with that. So why give the choice when you know it’s the best options for you as a merchant and consumers are happy?
Brent: Excellent. Telan we are running outta time. And as a bonus on the episode I do want to do another free.
Brent: Because it’s Halloween and I have a Halloween joke for you. And then we’re gonna go into our shameless plug. But before we get there, I do have a special Halloween segment joke for you today. So again, this one is free or paid. Are you ready? Ready. Why did the policeman ticket the ghost on Halloween?
Brent: It didn’t have a haunting license.
Thien-Lan: paid with
Brent: Excellent. Good. All right. Yeah. Tn Lan, Thank you so much. As I close out every episode, I give our guests a chance to do a shameless plug about anything you’d like. What would you like to plug today?
Thien-Lan: The only thing I didn’t mention was that Natasha Sonoma from the Forbes.
Thien-Lan: Council is the CEO of Optt, O P W T Y, and that’s innovative platform that allows you to acquire and manage all your, by now, pay later brands all in one space. So that’s really cool because depending on your. Not all the favorite brands are the same. And if you operate in lots of different countries, you can acquire them all at once, and then in the panel you can see who is performing better and you can dial up that down based on your storefronts.
Thien-Lan: So that really helps consumers have the preferred payment methods. And in terms of integration, that helps all the hustle. talking to each of the brands, integrating them into your two checkout, and then seeing which one works for you. Yeah, excellent. For one, it’s not a plug for one step checkout, but for Opti, and that is compatible with one Step out as well.
Thien-Lan: So it’s like a Lego blog. You have one to click out, you plug Opti and from Opti you can have access to 60 by no pay later. .
Brent: Very cool. Thank you so much. And I will put all these in the show notes and I will try to get this episode live as soon as possible so we are not so far away. Ka TA’s Halloween and it won’t go live today, I’m afraid, but we should have done a live stream.
Brent: That would’ve been a good idea. Yeah. Anyways thank you so much for being here today. 10. Who also helps on the Magento Association. I appreciate all your work and she’s now showing us a nice sticker for one step checkout. I would encourage everybody to go there for their Magento two sites, and I would encourage everybody to use hfa.
Brent: Our newest HofA is our newest sponsor for Talk Calm. So you’re excited about
Thien-Lan: that as well. There you go. I wasn’t even paid to talk about them. ,
Brent: thank you so much. Have a great. .
Thien-Lan: Thank you. Bye.
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