Lucas Dominik (SecurionPay): “The overall experience needs to be smooth and adjusted to customers’ behavior”

interview securion pay

E-commerce sales continue growing and people also use their mobile devices more often than ever during shopping. This is why today’s customers expect the entire purchasing process to be as fast and frictionless as possible, so e-commerce owners need to pay huge attention to how a checkout on their website is designed. There’s a huge need for one-click payments without redirections and needless form fields to fill out. Also, it’s the final call for online stores that aren’t mobile yet.
The same goes for subscriptions in e-commerce. I can see a big potential for these kind of transactions, as it comes with convenience for both customers and merchants and, what’s also important, it’s much easier to predict revenue.
Moreover, we can see more and more smart assistants at e-commerce stores to help customers make better shopping decisions based on their behaviour, purchasing history, etc. AI is also widely-used in payments, so the entire purchasing process can be closed in several seconds. Retailers need to note that customers’ decisions are based not only on the price itself. More important for them is speed, convenience, the possibility of choosing the payment method, as well as personalization.
I think that we would also expect stricter customer verification under PSD2 but the question is how the online stores will implement it, as the main goal is to streamline the entire shopping process without interrupting sales.

According to you, what will be the following tendencies in online payments?

When we talk about e-commerce, it’s highly connected with e-commerce trends that I’ve mentioned before. People expect fast and easy to use payment solutions with outstanding user experience. There’s no room for interruptions during a checkout process, so the overall experience needs to be smooth and adjusted to customers’ behaviour.
Merchants have tools at their fingertips that help them interact with customers across various channels, so they need to make the right decisions and design the checkout process that converts. They also need to keep in mind that security is one of the biggest concerns for consumers, so online retailers have to implement solutions for effective fraud detection that builds trust with their customers.

Companies considered as high-risk run businesses that are more chargeback prompt than regular merchants, so their activity and transaction patterns require in-depth analyzes.
The major issue in the high-risk payments sector is security, this is why we’ve decided to deliver AI-based fraud detection with dynamic rules that adjust to a certain business model and traffic. Static rules based on machine learning aren’t enough anymore, as fraudsters are hyperactive in the online shopping area, and their attacks are becoming more sophisticated.
Technological advancements let merchants have full control over their payments, so they can deliver a secure and smooth experience to their clients, without massive losses.

What are the new features coming up next at SecurionPay? What issues they will be addressing?

We’re currently working on a solution that will give our clients the possibility for a stronger customer verification to add another security layer to the payment process.
We also put a strong focus on customer behaviour analysis to give merchants the tool for making their payments even more user-friendly. One that fully fits their customers’ needs and expectations. Stay tuned!

If you could give advice to e-tailers, what would it be?

I think that e-commerce owners should always listen to their customers, follow their needs and expectations, and provide them with a superior experience. It will help retailers build trust with users and turn them into frequent customers. They should focus on technological advancements, such as AI-powered personalization, that will streamline the shopping flow and increase their conversion rate.
Moreover, merchants should keep security at the forefront to assure their customers that they can shop online without any hassles and to complete payments without having to worry about their sensitive data.