Customer experience has never been more important. As online businesses compete for clients and shoppers, it’s crucial to consider the experience you provide as well as the quality and value of your products and services. In this guide, we’ll outline some top tips to optimise customer experience.
Customer Service and Support
Poor customer service is one of the most common reasons people leave businesses and provide negative reviews. Outstanding customer support can help you increase lead conversion rates, gain a competitive advantage and set your business apart. It’s important to consider accessibility and the quality of customer service and support. Aim to provide responsive support 24 hours a day. You can do this by outsourcing services such as call handling or using features like chatbots. It’s also helpful to include a detailed FAQ section on your website and provide up-to-date contact details on your website and social feeds.
Efficient, affordable shipping
We live in an age where speedy delivery is expected as standard. Data shows that over 40% of shoppers would pay more for same-day shipping. High delivery costs and slow dispatch times are common reasons for cart abandonment.
Providing efficient, affordable delivery is an integral part of positive customer experiences. If you’re looking to speed up processes, lower costs and offer a better service for shoppers, it’s worth exploring ecommerce fulfilment services and using feedback to help you address pain points. Monitoring your competitors and engaging with target customers can also help you see what others are doing and learn what motivates shoppers to buy.
Photo by Mikhail Nilov
Advanced features and personalisation
Adding features to your website, social media posts and online store can help you convert more leads, provide a more enjoyable and seamless shopping experience and encourage buyers to spend more. From AR to personalised recommendations based on previous purchases, there are many tools and features you can use to enrich the experience and make your store, website or app unique. AR offers amazing benefits for retailers who sell products, such as furniture and accessories. You can use AR to see how products will look before you buy, for example. This is an exciting feature for shoppers to try, but it can also help you boost ROI and lower the risk of returns and refunds. Data suggests using AR features can increase online sales by up to 200%.
Simplifying product purchases
Convenience is the top reason for shopping online. If you have an online store, it’s vital to make it as easy as possible for customers to find what they want, add it to their cart and make a payment. If the process is too long, complicated or slow, customers may leave your site and go elsewhere. Test different CTAs and layouts, use filters and category pages, remove broken links and ensure you have a diverse range of payment and delivery options. Avoid complex checkout processes. Offering the option to checkout as a guest can help you encourage more customers to move through the sales funnel.
Photo by Vlada Karpovich
Providing a memorable experience for your customers for the right reasons has never been more important. As online businesses face fierce competition for shoppers, it pays to go above and beyond to impress buyers and deliver a seamless, enjoyable and stress-free experience. Effective steps include providing comprehensive, responsive customer service and support, providing efficient, affordable shipping, adding advanced, personalised features and simplifying the process of purchasing products.
Customer experience has never been more important. As online businesses compete for clients and shoppers, it’s crucial to consider the experience you provide as well as the quality and value of your products and services. In this guide, we’ll outline some top tips to optimise customer experience.
Customer Service and Support
Poor customer service is one of the most common reasons people leave businesses and provide negative reviews. Outstanding customer support can help you increase lead conversion rates, gain a competitive advantage and set your business apart. It’s important to consider accessibility and the quality of customer service and support. Aim to provide responsive support 24 hours a day. You can do this by outsourcing services such as call handling or using features like chatbots. It’s also helpful to include a detailed FAQ section on your website and provide up-to-date contact details on your website and social feeds.
Efficient, affordable shipping
We live in an age where speedy delivery is expected as standard. Data shows that over 40% of shoppers would pay more for same-day shipping. High delivery costs and slow dispatch times are common reasons for cart abandonment.
Providing efficient, affordable delivery is an integral part of positive customer experiences. If you’re looking to speed up processes, lower costs and offer a better service for shoppers, it’s worth exploring ecommerce fulfilment services and using feedback to help you address pain points. Monitoring your competitors and engaging with target customers can also help you see what others are doing and learn what motivates shoppers to buy.
Advanced features and personalisation
Adding features to your website, social media posts and online store can help you convert more leads, provide a more enjoyable and seamless shopping experience and encourage buyers to spend more. From AR to personalised recommendations based on previous purchases, there are many tools and features you can use to enrich the experience and make your store, website or app unique. AR offers amazing benefits for retailers who sell products, such as furniture and accessories. You can use AR to see how products will look before you buy, for example. This is an exciting feature for shoppers to try, but it can also help you boost ROI and lower the risk of returns and refunds. Data suggests using AR features can increase online sales by up to 200%.
Simplifying product purchases
Convenience is the top reason for shopping online. If you have an online store, it’s vital to make it as easy as possible for customers to find what they want, add it to their cart and make a payment. If the process is too long, complicated or slow, customers may leave your site and go elsewhere. Test different CTAs and layouts, use filters and category pages, remove broken links and ensure you have a diverse range of payment and delivery options. Avoid complex checkout processes. Offering the option to checkout as a guest can help you encourage more customers to move through the sales funnel.
Providing a memorable experience for your customers for the right reasons has never been more important. As online businesses face fierce competition for shoppers, it pays to go above and beyond to impress buyers and deliver a seamless, enjoyable and stress-free experience. Effective steps include providing comprehensive, responsive customer service and support, providing efficient, affordable shipping, adding advanced, personalised features and simplifying the process of purchasing products.
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