The Philippine e-commerce sec tor has been quite mature for quite some time; we’ve all had our fair share of painful and stellar online customer service experiences. You probably know as well as anyone that the checkout process directly impacts customer loyalty, regardless of whether you operate an online store or manage a brick-and-mortar operation.
If you’re serious about earning your customers’ loyalty, understanding what they expect in your payment process is key. This doesn’t just benefit customers, mind you. With less friction in your payments, you get a steadier cash flow, fewer customer support tickets for payment issues, and steady growth in overall customer loyalty.
Every business is different, and every target audience has its own special quirks. Still, most people expect (and dislike) the same things when it comes to checkouts. Let’s dive into the non-negotiables for payments as well as the nice-to-haves that may work well for specific business models.
Things All Customers Expect to See at Checkout
1. A Secure Payment Gateway
Whether they are buying online or in-store, customers want to feel confident that their payment information is protected. Ensuring secure payments isn’t always easy, but with Maya Checkout, it is. Widely regarded as the best payment gateway for small business operations, this all-in-one tool is consistently updated by Maya Bank, the country’s leading digital banking service provider. Maya Business users can rest assured that with Maya Checkout, they have a payment gateway that consistently complies with global security standards, protecting both businesses and consumers.
2. Support for Multiple Cashless Payment Methods
We’re long past the days when cash and credit cards were the only accepted payment forms. Today’s customers use an exceptionally wide variety of payment methods, including credit and debit cards, e-wallets, and QR Ph codes, just to start. This means that the best payment gateway is not just secure, but is capable of processing all of these payment types without the need for complex workarounds that turn off customers.
Maya Checkout is often mentioned as the best payment gateway Philippines’ businesses can access due to its native support for all locally relevant payment channels. Whether you run a conglomerate or a small boutique operation, integrating Maya Checkout to your e-commerce site makes it easier for Philippine-based customers to pay using their preferred options.
3. Unambiguous Pricing and Fees
No one likes surprise fees tacked on at checkout. Of course, there are times when shipping costs, taxes, or other fees can’t be helped. Regardless, transparency is key to keeping your customers’ trust. A breakdown of all costs before finalizing the payment makes customers feel more secure in your processes and reduces cart abandonment.
4. User-Friendly Mobile-First Interface
The bulk of Philippine e-commerce activities is now facilitated over smartphones. Even though many customers may continue to use desktop computers for their final purchases, chances are they, made their initial product discoveries over mobile devices. And though e-commerce sites are primarily developed on workstations, they must avoid the design trap of “developing for the developer” and ultimately cater to audiences that browse and buy over small screens with limited real estate.
Customers may have tolerated cluttered, confusing checkout pages that crashed on their mobile phones a few years ago, but that tolerance is now practically gone. Everyone expects a modern and familiar navigation process that can be done with just one hand, if necessary. With Maya Checkout, your e-commerce site can easily provide the clean, mobile-optimized user experience your customers need. Just make sure the rest of your site is similarly up-to-date.
5. Payment Confirmation
After completing a purchase, customers want to receive immediate confirmation that their payment was successful. Make sure your system is able to send automatic email or SMS confirmations to ensure your customers are always in the loop and have proof of their transaction. Having such a setup can also help with returns or customer service inquiries down the line.
Optional but Welcome Features
6. Guest Checkout Option
The need to create an account before making a purchase can be a major impediment to conversions. However, account creation as a default option is still usually best for maintaining loyalty and dramatically reducing friction on follow-up purchases. Still, offering an alternative guest checkout option that doesn’t save details or require full registration may improve the experience for those who may only need to buy one item from you.
7. Saved Payment Details
Saving payment details for registered users can vastly streamline future shopping experiences, encouraging even more sales and stronger loyalty. Though not a “must-have” for all customers, it’s still a convenient feature that can incrementally boost your conversions over the long haul.
8. Loyalty Rewards or Discount Codes
Integrating loyalty programs with your payment gateway can be a great way to encourage future sales and strengthen customer relationships. This can be especially useful when you’re building up market share in a competitive line of business.
9. Customizable Options (e.g., Gift Wrapping, Personal Messages)
For certain businesses, customization options like gift wrapping or personal messages can make the customer experience just a bit more special. If you offer products that are popular gift items, this added step can set your business apart from more generic competitors.
10. Editable Order Summary Before Payment
Finally, a pre-payment screen that lays out all of the orders so the customer can make adjustments before paying is a nice touch. To be clear, implementing this extra step may reduce immediate conversions, but it should more than make up for it over the long haul by improving order accuracy and trust. Your customer service team will also appreciate having fewer order issues to correct, making this optional step a win for most online businesses.
Maya Makes Checkouts an Opportunity, Not a Chore
Maya Checkout lets you offer the security and convenience your customers deserve, all while boosting your conversion rates. Sign up for Maya Business today to start offering hassle-free payments on your e-commerce store.
Maya Business users get access to a Maya Business Deposit account for their Maya Checkout settlements. It features an industry-leading 4% p.a. interest rate,* allowing your funds to grow while you focus on running your business. It also comes with free InstaPay and PESONet transfers to further simplify your daily business banking.
All new Maya Business users are also entitled to a Maya Flexi Loan offer of up to PHP 2 million within 3 months of signing. Use your Maya Flexi Loan to create top-tier online payment experiences that keep your customers coming back for more. For better terms on your next Maya Flexi Loan offers, just use Maya Bank as your primary processor for all wallet and card payments.
Sign up for Maya Business and integrate Maya Checkout into your e-commerce site today. Don’t forget to download the latest version of the Maya App and explore Maya’s other popular payment solutions.
*Open to select merchants.
