While struggling with Amazon.com, small online shops discover success with a) a unique product, and b) a noteworthy customer experience.
If you’ve officially set up your online store, you’ve likely checked off #1. Now, how will you give better customer experience for an online store?
It’s easy to imagine changes for a brick-and-mortar operation: I think many of us have had that fantasy of running a super hip coffee nook (or whatever else) that takes care of customers like nobodies business.
While the in-person element may be absent, there are ways to improve your customer service and, ultimately, your entire customer experience, by adding that little something extra to the right channels.
Enhance Website Navigation
As an ecommerce store, your website is your flagship. Your standard-bearer.
Generally, online buyers come under three different categories dependent on an individual’s intentions, needs, and expectations. It includes the following:
- People already know what they are looking for. Shoppers who know exactly what they want will go directly to the product search bar. When strategically placed, your customers will easily find what they are looking for. You may likewise need to incorporate autocomplete so you can help shoppers who can’t remember the needed product name. This fundamentally improves the customer experience.
- People who are browsing your ecommerce website. Customers who explore your ecommerce site want a variety of options like brand, price, size, and color. You need to permit them to customize the search experience.
- People who need assistance in filtering products. These are people who have particular criteria for their product search yet don’t exactly know what they need. You should need to include product features in the sorting options so the filtering of products ends up simpler.
According to SearchNode “site search can make your sales, and it’s where you will be judged for every imperfection and typo.”
Minimize the Hassle in the Checkout Process
Keep it simple – this is the same old thing along these lines it is an absolute necessity that keeps business transactions simplified. People, in general, appreciate uncomplicated online transactions. Many businesses don’t give much thought on how difficult or easy it would be to complete the checkout process.
How can you simplify the checkout process and be able to improve ecommerce customer experience?
- While customers shop around, shopping carts must be clearly and effectively available on every page.
- Do not mislead your customers in any way. The prices and fees applicable to the items the customers have chosen including shipping and tax fees must be included in their shopping cart.
- On the checkout page, make recommended products visible particularly those that are related to what the customer has bought.
- you should constantly offer a wide variety of payment options – particularly those that are ordinarily utilized by a lot of online customers.
Utilize the Customer Service Tone
There’s a concept called the customer service tone that accentuates the casual, personable copy on pages that just your customers will see. For example, your transaction emails and checkout success page.
These are simple chances to apply the customer service tone. Someone simply spent money with you, so this page is for customers only – you should add some personality to it. All you have to guarantee is that customers know what simply happened or what will happen, after that, don’t hesitate to include a little humor with a casual writing style.
Take Advantage of Social Media Networks
Regardless of your target market, today’s generation is used to promotions and communications done on social media channels like YouTube, Facebook, and Twitter. Take advantage of these free platforms by creating and developing strategies that will engage your customers. This can be critical in the success of your business and might be a cost-effective solution to promoting.
Besides, social media networks are quick communication channels that will enable you to manage customer issues or inquiries speedier than ticket submission or calling customer support. When implemented properly, you can achieve a better ecommerce customer experience that will ultimately increase revenue and loyalty.
Include Customer Reviews
Customer reviews are great ways to inform potential customers what items sell best and are of good performance and quality. Potential customers read reviews a lot and it can help the purchasing process making it simpler and more convenient to choose.
People acknowledge feedback from genuine individuals who have purchased and utilized the same product. Ensure that your customers can see these reviews prominently on the product page that they are seeing. This can enormously impact the customers’ choice to purchase the item or divert their attention to a related item.
Educate with High-Quality Content
Ecommerce websites will benefit from a blog – that much is true. But for the individuals who don’t have sufficient time or attention to run a blog, educating with high-quality content doesn’t signify “content marketing.”
High-quality visual content would do the same. As you know, people’s attention span is usually low on text but high on visual aids. So, if you create images instead of plain texts in your content, you are capturing much of this attention span and motivates people to shop with you while you educate them.
Caption the images in a way that it will not look messy or cluttered. Images ought to have information that will tell customers what the product is yet at the same time encourage them to know more about the product.
Tweak and Personalize your Transaction Emails
Your transaction email is one of the most significant parts of keeping in touch with your customers which you should not need to compromise. This is similar to the content you put on your ecommerce website itself.
Your transaction emails can be read by numerous particularly the individuals who have just completed a deal. These are follow-up messages you send after every transaction.
You need to keep the tone of the email in mind. Is it friendly, upbeat, happy?Would you be satisfied with the traditional, crafty old tone that most businesses find convenient but now obsolete?
Behavioral emails are mostly appreciated than the old “customer service” like email since they talk about personal feelings, which customers can relate to.
Conclusion
The seven ways to improve the ecommerce customer experience mentioned in this post serve as a guide to assist you in achieving your goals. The key here is consistency and constant analysis of your current strategies. If you analyze your ecommerce business properly, you can keep customers coming back that will drive your sales high and enhance customer loyalty.
Are you willing to implement little extras that will benefit not just you but the customers as well? You should – because employing these little extras can go an extra mile for the success of your ecommerce company.
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