The views of this article are the perspective of the author and may not be reflective of Confessions of the Professions.
Ecommerce customer experience is a crucial factor in the success of any business. It is possible that your customers will only get to interact with your brand a couple of times before deciding whether or not to buy from you. This is why it’s important to create an experience that makes them want to come back and make purchases from you again.
Ecommerce websites are not like offline stores. You cannot touch the products, you cannot feel them and you cannot smell them. This can make it harder to convince customers to buy from you. For ecommerce retailers, the customer experience is everything. If your site isn’t able to handle traffic, or if it’s cluttered and confusing, visitors will leave and go elsewhere. Customers want to be able to find what they’re looking for quickly and easily.
As an ecommerce business owner, you need to focus on the customer experience if you want to retain and gain new customers.
How can you ensure that your customers have a good time? Follow these tips:
If your customers have questions, concerns, or complaints, they are more than likely going to turn to customer support for help. If they don’t receive fast, helpful service, they will be unlikely to continue doing business with your company. On the other hand, if the first interaction with your customer support was positive, the customer will be much more likely to come back and buy from you again in the future.
Always be willing to help your customers. Even if you get an irate customer on the phone, try to put yourself in their shoes and remember that it’s never too late to apologize. Understand that even though you may be busy, it’s important that the customer feels heard, even if you don’t agree with them.
Make it easy for your customers to contact you if they have problems or questions. Give them a phone number that’s easy to find and give detailed contact information on every page.
If there’s something wrong with an order, do everything you can to fix it. This is one area where companies frequently drop the ball when it comes to good ecommerce customer service practices — many will claim that the issue is too minor for any real attention, or that it’s not their responsibility to
If you want to attract traffic from mobile devices, then you need your site to be mobile-friendly. This means that it should look good and run quickly on smartphones and tablets. Unfortunately, many websites still haven’t caught up with mobile technology, and this fact can have a negative impact on their traffic levels and revenue.
If you want your customers to be able to access your website comfortably using their phones. Make it easy for your customers to check out with a few clicks or taps on their mobile devices.
Consumers don’t like surprises, especially unpleasant ones. If you offer customer service by email, then respond to customers through email — not through social media, or even worse, not at all.
If you want visitors to give you their phone number, then use a pop-up box instead of asking for it directly on the page where they order. In other words, be consistent with your customer experience. Make it easy for them to navigate through your site and don’t try to get cute with unexpected requests or demands.
Give them a way to indicate their interests on your website – newsletter signup or social media account. Make it easy for your customers to navigate through your site. Keep it simple and make sure they can find what they’re looking for quickly and easily. If you have too many options or too much clutter, they’ll get frustrated.
Make it easy for your customers to pay you. Accept multiple forms of payment (credit cards, PayPal, etc.) and make the checkout process as simple as possible.
We live in a time when people expect proof that they’re getting what they’re paying for. Display any certifications, awards, or other accolades that your business has received right on the home page of your website.
Also, show off product samples — if you’re selling picture frames, show off a sample picture frame; if you’re selling shirts, show off a sample shirt; and so on. Give your customers what they want. Make it easy and convenient for them to buy from you.
Trust is one of the most important things for a company that wants to build its relationship with its clients. It has been proven that once someone trusts a certain brand, he will keep coming back on his own accord, without any kind of convincing. That is why it is important for any ecommerce business to have a strong emphasis on building trust between their business and their clients. This can be done by having a strong social media presence, good reviews from previous clients, and so on.
Your customers have a choice of where to shop, and they’re quick to take their business elsewhere if they feel they’ve been mistreated. If your company is doing its best to provide excellent customer service and products, you’ll build trust in your brand and keep your customers coming back for more.
Address concerns quickly. If a customer reaches out with a question or concern, it’s important to respond as quickly as possible. Not only does this show that you value their business, but it also shows them that you respect their time.
Follow up after the sale. Even if someone has a positive experience when buying from you, they may still feel uneasy about returning to make another purchase. Send them a thank-you note, or follow up via email with free shipping on their next order or something similar to remind them that you’re thinking of them and want them back as a customer again.
About the Author
Customer Experience Manager at Dixa
Mikkel Andreassen is passionate about customer experience in every color of the beautiful customer engagement spectrum. He loves building great connections with his customers, which often lead to meaningful friendships that last a lifetime and inspire his work. Driven by the genuine belief that CX is the pivotal force that drives a successful business, he is currently at the helm of Dixa’s customer experience strategy.
- LinkedIn: https://www.linkedin.com/in/mikkel-andreassen-4603b74a/
- Twitter handle: @MikkelVes