Did you know that 53% of shoppers have stopped purchasing from an online store because of a bad experience or because a competitor provided a better one?
The issue arises because of a lack of awareness of customer experience (CX) in eCommerce. Starting your own online business is now easier than ever. However, simply opening your own store isn't enough. To ensure that people remember you and return to your store, you must work hard to give the best experience to your online customer.
What Is the Purpose of an Ecommerce Customer Experience?
eCommerce customer experience is how your customers feel about your online business's behaviour. Their behaviour and loyalty are influenced by how they feel. If a customer likes you, they will keep buying from you and recommending you to others. Nobody will continue to buy from a company that treats them poorly or have a poor customer management team. Supplying an excellent eCommerce customer experience is not only beneficial to business; it is also a necessity. As there is an increase in the number of competitors in online business, customers’ expectations for a positive experience rise.
How Can You Improve Online Experience In Ecommerce?
There are several easy ways to improve the online experience in eCommerce. By implementing this any online business can establish a great system for providing an amazing online experience for their customers. Keep reading to know more:
Perfect Your Employee Experience
Employees in businesses that are rulers in excellent customer experience are 60% more engaged than the rest. Customers are happier when your employees are happy. Survey your employees and implement an employee experience program. Allow them to share feedback with your team and ask your team to take action in real time.
Conduct an audit of your e-business by asking the following questions
- Is our website visually appealing?
- How simple is it to locate specific products?
- Are all of the pages and content properly loaded?
- Is the content of the website easy to read and informative?
- Is it simple to view and modify the contents of the shopping cart?
- What are the quality of customer service, support, and after-sales?
- Is the customer experience pleasant?
Astound Your Customers!
Online shoppers enjoy surprises. To improve the customer experience, introduce memorable moments during the buyer's journey. It is frequently advised to provide free shipping.
Increase your sales by implementing this strategy in a unique way. Instead of bragging about it, bring it up during the checkout process. This will encourage the shopper to return to you and help spread the word about you in their network. You can apply this strategy to forgotten carts as well. Instead of the usual "We miss you" emails, surprise your customers with an incentive to complete the purchase.
Create a Community
A community is a group of people who are devoted to your products. It is the result of everything your brand does, represents, and stands for. Your products are promoted by members of the community. Social media and email are two of the most effective channels for community building. You can encourage your customers to leave product reviews and ratings on your website.
Easy to Use Website
Customers want simple pages that allow them to browse your products and find exactly what they're looking for. The online store, like a physical store, should be organised by categories. Nobody likes to waste their time on a complicated website where products are not listed properly or take too long to open.
Simple Chcekout Process
Making the checkout process as simple as possible may decrease the number of neglected carts. The shopping cart should be noticeable from every page, and payouts should be safe.
Make Personalised Experiences
It is not enough to simply include the customer's name in email messages to make them feel personalised. Content, product offers, and even advertisements must be relevant to the user or they will become frustrated. Use real-time information such as location or product browsing history to provide users with offers or make suggestions based on similar purchases or feedback in surveys.
Offer Product Support
Because many customers purchase your products online, they expect online customer service as well. You can increase the chances of customers getting their questions answered by providing multiple channels for customer support, such as live chats, product support pages, forums, and so on.
Clear Return Policy
One disadvantage of online shopping is that customers cannot try on or test your product before purchasing it. Offer a fair, easy-to-find, and clear returns policy so that they feel confident in returning purchases.
Follow Up
Following a purchase, use the customer contact information you captured as part of the order process to follow up with the customer to ensure everything went smoothly.
Include Customer Feedback
When customers require advice, feedback from other customers provides an authentic way to assist them. Prospective buyers can learn whether the product will meet their needs, its quality and whether others were satisfied with it.
Every organisation's product features and pricing have been saturated by fierce competition. Customers are no longer content with a high-quality product offering. To stay ahead of the competition, you must have a distinct Omni channel offering that distinguishes you from the competition. Providing an exceptional customer experience through your E-commerce store and other channels is a surefire way to do just that. Need an eCommerce website that sells? Contact our experts at YourFlow Australia.