When you walk into your favorite retail store, you’re generally greeted by a well-behaved salesperson who eagerly wants to assist you in choosing the supreme product for your needs. They consider your budget list and answer any questions that might arise along the way. Finally, you make a buy and leave the establishment happy, capping off an enjoyable offline customer service experience.
At each point of the purchasing process, a company’s customer experience relates to how it interacts with its audience. Retailers must develop innovative ways for revenue optimization to encourage customers to buy from them regularly as the eCommerce store grows increasingly congested. In this article, we will discuss seven ways to improve the customer experience on your e-commerce website.
1. Customer Satisfaction
According to Harvard Business Review, boosting client retention by 5% boosts earnings by at least 25%. Client retention is extremely important, and companies that value it work hard to provide a pleasant customer experience to their present clients. Some customer-pleasing e-commerce store concepts are as follows:
- After customers purchase things, send them an email with a coupon code or a loyalty point that they can use later.
- After you’ve finished buying, send thank-you emails. Depending on the number of your customers, sending a handmade thank-you card is an even better option. Create a referral program that benefits both current and new consumers.
- Send complimentary items with orders to your most devoted clients, such as mugs, t-shirts, or keychains.
2. Your Customers Will Be Surprised
Surprises are appealing to online customers. So, to improve the client experience, you might incorporate surprises into the buyer’s journey. For example, offer free shipping. By using this method in a new way, you can increase your sales. Rather than being arrogant, bring it up throughout the checkout procedure.
By having efficient eCommerce customer service, it motivates the shopper to have a comeback to your store and share the word about you with their friends and family.
This method can also be applied to abandoned shopping carts. Instead of giving out the standard “We miss you” emails, give your customers a reason to finish the transaction.
3. Create A Community
A community is a collection of people who are ardent supporters of your brand. As a brand, it is the culmination of all you do, stand for, and represent. Your items have supporters in the community. Also, two of the most effective ways to develop a community are through social media and email. You can motivate people to give ratings and reviews on your product sites by encouraging them to do so.
4. Improve Your Social Media Skills
eCommerce businesses can use social media to reflect their distinct brand identity. If hiring a serious social media worker isn’t an option right now, set aside a certain time for each day to answer questions related to your brand on social media. Try to respond to maximum questions and check whether the response was negative or positive on these social media websites.
Wendy’s, for instance, is a fast-food restaurant company established in the United States. Recognized for being super active with their social media strategy, in addition, they utilize an over-the-top, edgy sense of humor.
5. Adhere to A Well-Thought-Out Content Strategy
The aim of content marketing is to resolve your customer’s most pressing issues. Include blog entries, videos, tips, interviews, and infographics on the things you sell. If you run a fashion eCommerce site, for example, you can generate content that offers style guidance, suggestions, and current trends. Always use a content calendar to plan out your material. Also, apart from this, you should regularly perform content audits on your website to identify what type of content works and what doesn’t.
6. Provide An Omnichannel Customer Experience
On the Internet, you find your customers in a variety of ways. You ought to be, too. It’s all about providing a positive omnichannel customer experience. Through omnichannel marketing, conversations boost. Certainly, be sure that you have all the required contact information, including support email addresses and contact numbers, on your website.
On your website, use live chat and widgets to engage with your consumers in real-time. Thanks to Chatbots, customer support departments are available 24 hours a day, seven days a week, with automated responses to most requested questions. Finally, get suitable Woocommerce hosting to ensure that your website is visible and accessible to users.
7. Customize The Customer Service
We live in a customization era. Personalized emails are no longer enough. Throughout the buyer’s journey, you must customize the purchasing experience based on many aspects. Utilize recommendation engines to provide personalized product suggestions based on the user’s shopping, location, and browsing history.
Aside from that, eCommerce companies can use exit discounts, intent pop-ups, abandoned cart messaging, and other techniques to ensure that their customer experience is top-notch.
These days product features and pricing of most organizations are saturated by fierce rivalry. Customers are not satisfied just with a high-quality product offering. So, to remain ahead of the pack, you’ll need a one-of-a-kind service that differentiates you from the competition. Providing fantastic customer service from your eCommerce website and other channels is a certain method to do so.