Tips to gain trust with your customers online


With most of the world now using the internet to source not only information but also to make purchases, it’s changed the way people shop and sell. Unfortunately, there are people out there that are less than honest which has led to buyers becoming cautious about where they shop. When you’re starting out your online business or looking to take your business online, one of the most important things you need to do is build online customer trust. Knowing how to gain trust with customers is essential to all online businesses.


Build online customer trust

Keep it simple

If you’re looking to attract a range of customers then the chances are that most people will avoid a website that’s confusing and difficult to navigate. Being plain about what you’re trying to tell your customers is one way to gain their trust. Using complicated language is off-putting and if you ‘re trying to sell to customers, this is something you should bear in mind when trying to build online customer trust.



With only written and picture information about a product or service, customers only have your word for quality when you first start out. Asking questions is important if you are going to spend your hard earned money so expect customers to get in touch and make it easy for them to do so. The best way to do this is by giving them different ways to do so such as social networking, text messaging, emails and/or online instant messenger service. This is a simple yet very overlooked answer to how to gain trust with customers.

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Don’t hide contact information

Although you’ll have included contact information on your website, not everyone will know how to navigate to find it. No easily visible contact details could lose you custom, which is why you should ensure every page includes ways for them to get in touch.


Answer the phone!

There’s nothing more frustrating than having to wait on hold to speak to a member of customer service and it won’t help you to build online customer trust. I don’t know about you but it winds me up! Don’t keep your potential customers waiting as they’ll find a competitor that’s available and feel as though they finds them important enough to take their call.  If you find your lines do become busy, rather than leaving a customer waiting with no idea how long for, use a message service that lets them know how long the waiting time is likely to be. Alternatively you could use a countdown service that tells them how many customers are in front of them, or an option to receive a call back.


Prove your trustworthiness

The best way to prove that you’re trustworthy is by using the testimonials of previous customers. Ask customers to provide feedback, you could even provide an incentive for doing so such as a percentage off their next order. Encourage your customers to post reviews of your product or business online. An illegitimate company would be unlikely to do this, so this will gain you trust. Knowing how to gain trust with customers will help your business to grow. Use blogs to tell customers more about you and the service or product you offer, increasing your online presence and allowing others to comment will also help.

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I found this great video presented by another Marie! Check out her tips:



As always, get in touch if you have any questions. I’ve loved answering your previous ones so keep them coming!

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Last Updated: 7th December 2018.