The shift to online shopping and retail has been one of the largest changes in the consumer sector in the past ten years. Customers are getting used to purchasing almost everything online, from clothing to home goods to pretty much anything else that can be bought or sold. Every year, e-commerce has seen steady and substantial growth.
Your ecommerce experience is now being compared to other best businesses in your industry, not just those who compete with you. Using eCommerce customer service can satisfy the customer expectation of an experience comparable to that of the biggest, most successful companies on earth. Your online shopping performance must compete with industry giants.
What is ecommerce experience?
Customer experience, which refers to how customers feel about all of their contacts with your brand, includes their e-commerce experience. Customer experience is a broad concept; it includes both online and offline encounters, ranging from the moment a consumer first hears your company name to the post-purchase procedure.
How to improve the ecommerce experience
Customer satisfaction survey
It’s essential to understand customer satisfaction surveys and sentiment if you want to improve customer experience, and this is especially true for e-commerce experiences. The greatest way to make changes that matter to your customers is to pay attention to what they think and feel about your e-commerce experience.
Voice of the Customer survey
You can actively listen to what your consumers need and appreciate by developing a Voice of the Customer survey. Meeting and exceeding customer expectations is the key to keeping them satisfied, and a regular VoC survey is a useful way to get feedback. They give businesses information about the preferences of customer requests as well as any places where their e-commerce experience could be improved.
It’s challenging to get a sense of a product’s movement and appearance online. For online retailers, this is where product videos are helpful. A clothing company, for instance, includes videos of its apparel on models on all of its product pages. This increases consumer confidence before making a purchase by allowing potential customers to observe how the products move and fit on the body when in motion. Another apparel and shoe company also offers product videos for shoes so that customers can view how a shoe looks while wearing it and from all sides.
Personalized customer experience
Creating personalized user experiences for ecommerce is an interesting and successful method to satisfy your customers who purchase online. Because they’ll think their purchasing experience was customized specifically for them, you can surprise your customers. Also, it will help customers in deciding which product or service they should buy from your company. Your customer support team can perform much better with eCommerce helpdesk software.
In your e-commerce strategy, you can provide personalized customer experiences. Recommend similar products that your customers would like or use their information to customize various features of your website, such as the homepage and checkout.
Almost 72% of all e-commerce purchases are expected to be conducted on mobile devices. Yet, many companies fail to offer an enjoyable and user-friendly mobile shopping and purchasing experience, despite the industry’s tremendous expansion. You can better serve your customers than a competition that doesn’t have a mobile-friendly website if you optimize it to appear nice and work well on mobile devices and desktop computers.
Including a contact email form on your company website is the first step in making it simple for customers to get in touch with you online. In this way, customers will be able to contact your company and receive support even if they don’t want to make a call. This might be due to the fact that they are browsing your website while riding the bus to work or that they are multitasking and only have a quick query for you.
Naturally, you must also reply to consumer email inquiries and problems promptly if you want to make this experience satisfying. Consumers can also reach out to you on social media, but if your website has a contact form, they can get help without leaving and interfering with their purchasing experience.
When customers have inquiries about your products or want to provide feedback, they can get in touch with you directly through live chat. It provides a quick, easy method for communication and problem-solving that requires no effort from the consumer and thus contributes significantly to their satisfaction. In fact, it’s so critical that a metric called Customer Effort Score was created specifically to track it.
Businesses may respond to customer questions promptly via live chat, eliminating the need for the customer to leave the website in search of an answer. Also, it enables you to collect comments and observe any trends in the queries asked during live chats. In order to address any problems that are annoying both present and future customers, you should investigate more closely and figure out what might be going on.
In summary, Customer experience, which refers to how clients feel about all of their interactions with your brand, includes e-commerce experience. You should use e-commerce customer support ideas along with ecommerce customer support software to improve the experience for your customers.