Boost Ecommerce Satisfaction: Tips for Customer Success

The customer experience is how a brand interacts with its customers throughout the buyers journey. As E-commerce stores continue to become cluttered, they need to find new ways to encourage their customers to shop with them.

Improving customer experience can boost conversion rates. This article will examine seven ways to improve your Ecommerce website customer experience.

What is the ecommerce Customer Experience?

Here is what your customers think about how you treat them. The way they feel impacts their behavior and loyalty.

When a customer is happy with you, they will recommend you to others and continue to purchase from you. People will only buy from a business software that treats them well.

Its not just good for businesses to provide a great ecommerce experience but also a necessity. Customer experience expectations of consumers are also increasing as they increasingly shop online.

PwC research found that while 73% of people consider customer experience a key factor in making a purchase decision, only 49% say they receive a good experience from companies.

Why is The Customer Experience Important in ecommerce?

When you provide a positive experience to customers, they will be more likely to buy from you again, become loyal to your brand, and tell others about their user experience.

You will see improvements:

Customer Retention

1. customer loyalty
2. customer lifetime value (CLV)
3. Brand equity
4. Referrals
5. Revenue and Growth

Well explore how you can improve your customer experience and grow your online business.

Customize Customer Experience

Personalization has become a popular trend in eCommerce and with good reason. Retailers who take the time to personalize their websites by top website developers have seen a rise of up to 15% in their sales revenue!

There are many ways to personalize your B2B customer experience.

Here are some of the best ones you should try:

1. Include the initials of your customer in your email.
2. Geo-location can give users clear information on the shipping options and prices available in their country.
3. Recall their browsing history and present them with recommendations based on what they have recently looked at;
4. Offer your customers great discounts on the products and services they are interested in.
5. Send a birthday greeting or an invitation to a VIP online event.
6. Please speak to your customers in the language they speak.

Amazon is an excellent example of implementing any of the strategies mentioned.

Instead of just showing all their products, they remember what their customers searched for and send them a list of recommendations based on their past searches.

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Shop Mobile-friendly

Optimizing your website for mobile devices is the second thing you can do to improve customer experience.

Mobile devices now generate more than 65% of all eCommerce traffic.

If your website is clunky or slows to load, then customers will not bother to continue to the checkout.

Most visitors will leave the website if it takes 3 seconds for the entire site to load.

Consider the following to make sure your site is mobile-friendly.

1. Simple mobile version to use
2. For better speed, avoid placing large-sized content.
3. All infographics should be made smaller (videos and pictures). Make the infographics (videos, photos, etc.) a little smaller.
4. Check that all buttons and links are working properly.

You should also check the percentage of mobile users who visit your website.

These statistics can be found in the web analytics section. If it is higher than 40%, consider creating a dedicated application.

Mobile customers will appreciate your efforts.

Try On Virtual Products

Online shopping has its downsides. The most significant is the inability to try out products before purchasing them.

Many businesses have begun implementing virtual reality (VR) in the past couple of years.

The buyer can see the real look of the product on themselves or their home.

This tactic can be used in many niches, including furniture, sunglasses, footwear, jewelry, watches, beauty, and more.

Chrono24, one of the largest online platforms to purchase and offer luxury watches, has developed a technology allowing customers to try looks with their smartphones.

Show Customer Reviews

Displaying customer reviews will allow future customers to see if people are satisfied with their purchase and if they recommend the product to other people.

Ensure the product reviews are prominently displayed on the page, so customers can see them before making a purchase decision.

This can greatly influence their confidence.

In certain situations, the customer can also get the answer through reviews, reducing the need to rely on contact centers.

Some reviews may include information about delivery times, packaging, overall effectiveness, etc.

Third-party applications are among the most effective and efficient ways to display customer reviews.

You can customize these apps with automatic replies, incentive options, and more.

Check out the top customer review apps if you still need to get one.

Unboxing A Box Is A Great Experience

Unboxing products is becoming more important to brands as online shopping replaces traditional in-store purchases.

Unpacking your product will make your customers feel valued and excited. They are also more likely to post the moment to their social media profiles, spreading your brand and product name to other potential buyers.

Here are some ideas for creating an unboxing experience that will be remembered:

1. Add your logo to the packaging box
2. Special packaging materials
3. Put a thank-you note written by hand in the box

Apple has one of the most beautiful and unique packaging.

Gifts For Your Customers

Surprise your customers with gifts to show them how much you value their business. You can give your customers a small gift when they make a purchase.

It doesnt need to be expensive. The thought that went into the present, not the cost, is what counts.

These small details provide your customers a memorable experience that makes them want to buy more from you. If you are a cosmetics business that sells makeup, you could also include a beauty blend (the small teardrop-shaped sponge you use to apply makeup).

If you sell sunglasses, you could also include a cloth to help your customers clean their glasses.

Create a Community

Online shopping is awash with options as more and more brands enter the world of eCommerce. Keeping up with the latest growth hacks, marketing optimization techniques, and pricing strategies can be difficult.

This could have negative effects. Online shoppers and businesses want to offer more value.

What makes you unique? They want to discover whats important to you, how you plan to improve the world, and where they fit in your story.

It is best to create a community around your eCommerce brand (a group that is die-hard supporters of your products and services).

You will create a circle of loyal customers who support your brand. Here are some steps to help you build a strong and vibrant community.

1. Define your goals
2. Choose a platform for your community.
3. Sending cold emails will drive traffic.
4. Promote your social media accounts to attract visitors
5. Set some rules.
6. Welcoming your members personally
7. Create useful content for your customers
8. Interact daily with them.
9. Offer multiple payment options.

It would help if you also considered your payment options to improve customers shopping experience. Imagine that your customer finds the product they are looking for but, after a couple of seconds, realizes that the payment option they prefer must be added to the list.

They will abandon your website as they will feel disappointed. You lose not only a conversion of sales for your store but also a potential client.

To avoid these situations, you should always provide a range of payment methods - especially those most commonly used by online shoppers.

1. PayPal (one of the most popular payment methods)
2. Debit cards (Mastercard, Visa, American Express, Discover JCB
3. eWallets (Amazon Pay, Apple Pay, Google Pay, Skrill)
4. Prepaid cards (Paysafecard and Snap)
5. Gift Cards for Apple and Google
6. A cryptocurrency is a form of currency (Bitcoin, Ethereum)

Up Your Social Media Game

No matter your target market, you need to step up your social media game. You can combine your online shop with Facebook, Instagram, Twitter, Youtube, and other social media platforms.

Offers Can Be Bought On Social Media Platforms

Many businesses are trying to create a social media-based eCommerce shop. Many tutorials on the internet will show you how to do this quickly.

Instagram Shops are a great way to sell your products. For instance, Ray-Ban is a popular brand of sunglasses.

FAQ Facebook Bot

Over the years, businesses have begun to realize the value of the Facebook bot. Theyve started implementing the bot on their official pages.

Facebooks bot can answer your customers questions while you are away from your computer. This bot is generally limited to answering basic questions about the delivery process, availability of products, payment methods, etc.

Monitor Trends

Last, but not least, ensure that you are following the latest social media trends. The best way to do this is with a tool that monitors social media.

You will gain valuable insights into your customers needs and purchasing habits.

Read More: Why Is E-Commerce Website Development Important For Your Online Store?

Use A Content Strategy

If you still need to do so, your business must start sharing and creating interesting content via social media. Recent research has shown that brands implementing Rich Product Content see a 35% increase in sales conversions.

It helps to increase traffic via organic search, as well as improve sales conversions and customer loyalty. Content formats can include quality blog posts, interviews, and cool infographics.

If you run an eCommerce store focused on fashion or makeup, you could create content with style tips and fashion trends.

What a lot of brands need to remember, however, is the need to post regularly.

You should post 5-20 times per month to make this strategy work. Your customers will retain an interest in your brand and keep up to date with all the new updates.

Create an Engaging About Us Page

When you start your online business, you should consider creating an "About Us" or company profile. This will encourage future customers to purchase from you.

This is the section of your website where you introduce your business to your clients and show them how your products can benefit them.

Many businesses do this incorrectly.

Imagine you are at a party celebrating a new business, and you hear someone talking to you. The person cant seem to put it into words, so they tell you their company is "professional" or "excellent."

It sounds pretty bad, right?

This also applies to the "About Us page."

If you start boasting about how many "years of experience" or "best" your organisation has, your clients will probably leave your page.

You can use the following advice to make your website better:

1. Tell us your story.
2. What benefits does your product or service offer to the client?
3. Include some testimonials of customers.
4. Update your About page regularly.
5. Your future goals or mission should be stated.

Take High-Quality Photos Of Your Products

You should have high-quality photos of your products on your ecommerce development, whether you are a newbie or an experienced eCommerce owner.

This will help your customers to see what they are getting.

Here are some tips to help you ensure that your product images are of high quality:

1. Use a tripod to take photos for greater stability
2. Select a natural light or an artificial light
3. Avoid taking photos with the flash on
4. Keep to a digital or smartphone with excellent camera capabilities
5. Use the portrait mode to highlight your product
6. Before shooting, make sure the lenses are clean.
7. While making the shot, keep your hands still.
8. Dont use digital zoom
9. Get inspired by brands you love

Omnichannel Customer Experience

Multi-channel interaction with customers is a must for businesses today.

Customers who interact with your brand through multiple touchpoints (social media, your website, or physical store) will be more likely to convert into loyal customers.

What is an Omnichannel Experience?

A multi-channel customer experience is when a buyer can interact with your company through different channels.

Here is a Short Example:

As an example, lets look at the clothing retailer. As a potential buyer scrolls through Facebook, they come across an advertisement for cute "T-Shirts" with the Batman logo.

After clicking on the link, they are taken to the Facebook page of the store, where they can read some reviews and find out more about the T-Shirts theyre interested in.

Then, they will click on the link to the store website and begin filling out all the necessary information.

They discover that the size they want isnt available. The next step is to click on the widget for live chat to contact the brand to ask a representative when the size is going to be available again.

The agent then informs the customer that they have the right size in their nearest store. The T-shirt is then reserved for the customer by the agent in the store.

The next day, he or she goes to pick it up.

Customer contact with the company was five-fold:

Original Ad

1. The Facebook page of the company.
2. The site is a good place to start.
3. Live Assistance Team
4. The high-performing team at the store.

Both the consumer and business ended up getting what they wanted.

How can you provide a great omnichannel experience to your customers?

Here is a simple approach that we will describe:

1. What do your consumers want, when and how?
2. You need to understand your customer and the channels they use to buy a product.
3. Make sure that your content can be adapted to different screen sizes.
4. You must provide omnichannel support to your customers as they interact with your brand through various channels.
5. Place the physical store within the omnichannel circle.
6. Cross-sell and upsell

Upselling

Upselling is an effective business strategy that encourages potential customers to buy a more expensive product than they were looking at.

These products are usually of higher quality and offer better performance than their predecessors.

Youre interested in buying a 42" TV for your bedroom.

You will see a variety of TVs in the electronic store.

The assistant member starts to explain that for a few dollars more, you can get a larger and better television.

Upselling is the process of selling a better model.

Here are some steps you can take to implement upselling in your own eCommerce business.

1. The most popular products on your website
2. Do not suggest products that are 30 percent more expensive than your initial purchase
3. Display a few testimonials to encourage the sale
4. Why the alternative product would be better

Cross-selling

Cross-selling, on the other hand, is a marketing strategy that encourages a buyer to buy other products related to the one they originally wanted.

Youre at a burger joint and want to get a chicken burger.

You will see that there are a few promotional packages available with the chicken burger. These include a drink and fries.

You end up with the whole package, even though you never wanted it.

Here are some ways to cross-sell your eCommerce business.

1. The cross-sell product should be at least 60% less expensive than the item added to the shopping cart.
2. Avoid products that are easily overlooked - headphones for your laptop, filters for lenses, masks for smartphones;
3. Avoid offering them too many items, as they may abandon the purchase.

Cart Abandonment is Reduced

What if online shopping was just like shopping in real life?

You walk into a store, load up your shopping cart with everything you need and then, for some reason, decide to walk out of the store.

This scenario .... would be very unlikely to happen in real life.

In eCommerce, this happens every day.

Here are some tricks you can use to reduce cart abandonment rates:

1. Add a few transaction trust signals.
2. Create a progress bar on your checkout page;
3. Include thumbnail images of products that you are selling.
4. Switching between the shopping cart, the store, and the other options should be easy.
5. Add an "Action Call" to the checkout page;
6. Give your customers a money-back guarantee that is strong.
7. Make sure you know all additional costs upfront.
8. Optimize the loading time of your website.

Additional: Despite all the tricks youve used, some happy customers will still abandon their shopping carts. But you shouldnt just stop there! Remarketing is a great way to win back abandoners.

Checkout Is Easy

The checkout process of your eCommerce site is an important step to increase conversions. You have spent a lot of money and time on choosing and creating your products, improving your store, and attracting customers to your website.

One thing is left.

Your efforts are worthless if the visitors do not complete the checkout process. Make the checkout process as easy and simple as possible to ensure everything runs smoothly.

Heres how:

1. Clear the "Add to Cart" button
2. The "Pay Now" button should be visible to all consumers
3. Allow guests to checkout (it is a deal breaker)
4. Offer multiple payment options
5. Cover the top bar of navigation to create an independent checkout page
6. Distractions of all kinds should be eliminated

Empower Your Employees

Your eCommerce business is a reflection of the people who work there. Your companys "face" and "heart" are these people.

The more satisfied your employees are with their work, the more they will invest in providing maximum customer satisfaction.

Make sure to hold morning meetings, educate and train your staff, keep them up-to-date with the latest information about your brand, praise them for their hard work, etc.

Clear Return Policy

Online shopping presents a challenge for shoppers because they cannot test products before purchasing them. You will need to provide your internal customers with a guarantee, such as a return policy.

Returns can be a major challenge for eCommerce brands. However, a well-written and simple policy can have a significant impact. If returns are simple, over 93% of customers will purchase the same item again.

A return label that is easy to print and offers free transportation can make your business stand out.

Metrics for Measuring Customer Experience

Its not easy to measure the ecommerce experience of customers. Some experience metrics can be directly linked to a good customer experience.

Take a look.

1. Customer Churn Rate

The rate of customer churn is the rate that customers stop using or purchasing a product. This metric measures the number of customers who stop purchasing from you in a given period.

Calculate your customer churn over a given period by determining the total number and total loss of customers. Multiply the number of churned-out customers by your total customer base.

This is one of the most crucial experience metrics.

You can determine if your churn is increasing or decreasing by measuring it consistently. If your churn rate decreases, it means you are providing better service to customers.

2. Customer Satisfaction

The Customer Satisfaction Score (CSAT) is a simple way to measure your customers experience in ecommerce. Follow up immediately after a client purchases a product, or contacts customer service with a survey about their experience.

Your customers will then rate the service they received. CSAT is the average rating. A low score indicates that you need to improve, while a high score means you are doing it right.

3. Net Promoter Score

The Net Promoter score measures how likely your customers are to recommend you to other people. Send a survey asking your customers if they would recommend you to other people on a scale of 0-10.

This score is different from the satisfaction of your customers because it measures their overall brand experience.

4. Review

Some customers leave you reviews when they have a good or bad experience with your brand. A customer who is angry will leave a bad review of your brand, while a customer who is happy would do the opposite.

Monitor the feedback left by customers on review sites. Address any negative experiences they may have had with you. You can manage customer reviews on review sites such as Capterra and Trustpilot.

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The Conclusion Of The Article Is:

Every organization is now battling for market share and product features. The customers are no longer satisfied by a good program

Overview Drive loyalty and revenue with world-class experiences at every step, with world-class brand, customer, employee, and product experiences.

design. You need to have a unique, omnichannel product offering in order to stay on top of your competition. A stellar customer experience via your E-commerce and other channels is the best way to achieve this.

An ecommerce website builder is a business that can assist you in creating an online store that is user-friendly and configurable, all while winning over clients and increasing sales.

References

1. 🔗 Google scholar
2. 🔗 Wikipedia
3. 🔗 NyTimes