More than 53% of consumers have stopped buying from an eCommerce business due to having a bad experience or having a competitor offer a better one. Prioritizing customer experience is the ultimate way to keep up with rising customer expectations. To make sure you attract new customers and keep the existing ones coming back to your online store, you need to learn how to optimize the customer experience in eCommerce.
Personalize the Shopping Experience
Personalization throughout the entire buyer’s journey is essential for increasing customer retention and driving customer loyalty. It’s always a good idea to use reputable customer experience management software to analyze insight from feedback and other relevant data like shopping and browsing history and user location.
Furthermore, consider offering personal discounts relevant to the specific customer and communicate with them in their native language. Likewise, send personalized emails like birthday compliments or a special, VIP invitation to an event. Finally, you can use exit-intent pop-ups to capture the users’ attention and create urgency.
Leverage Upsell & Cross-Sell Tactics
Offer your customers relevant products to ensure the best online experience. Product recommendations account for up to 31% of eCommerce revenues. You can cross-sell and offer products that customer is buying or already owns. Conversely, you can sell a better, more expensive product or the same product with some value-added features that raise its value.
Bundling is also a popular cross-selling and upselling strategy. You can bundle the main product with complimentary products for a higher price tag. The goal is to create valuable offers and provide a clear call to action. Additionally, take note of the frequency of your messages as constant upsells and cross-sells might have adverse effects.
Invest In A Multichannel Customer Service Strategy
Multichannel customer service strategy means you need to know where your customer is and be there for them. In addition to attracting first-time shoppers to your store, you can effectively re-engage and nurture the existing ones. A well-defined omnichannel customer experience can increase the retention rate to 89%. Coversational AI software enables a customer to reach out to your company through any channel, and have a positive interaction. This will result in increased customer loyalty.
Users might want to drop one channel and pick it up from another. You should enable them to continue the communication without repeating any process. Once you establish an omnichannel strategy, make sure to integrate each channel into your support services so that you can act proactively and respond quickly and effectively.
Make Your Website User-Friendly
Customers want easy-to-navigate pages that let them find what they need without the hassle. Organize the store by categories and put the search button visible. Additionally, create compelling product pages with captivating visuals, descriptive copy, and simple navigation. Add user-generated content to add validity and display the pricing to communicate your value proposition.
Last but not least, your website must be optimized for mobile. This means that you need to make sure your website loads in less than three seconds on mobile, reduce heavy content, optimize images and videos, eliminate intrusive pop-ups and enable autofill.
Have a Seamless Checkout Process
Once you’ve attracted the customers, you need to make sure they make it through the checkout process and finalize the purchase. Creating a straightforward checkout process can reduce the number of abandoned carts and drive more conversions.
First and foremost, the checkout process should be simple and the shopping cart should be visible from every page. Additionally, you should offer several types of checkout options and ensure your customers that payments are secure. Avoid requiring shoppers to register before check out. Instead, offer a guest checkout process so your shoppers have a smoother experience. Other successful strategies include displaying clear CTAs, highlighting benefits like free shipping, and keeping the “back” button fully functional.
Offer Clear and Flexible Return Policy
The biggest challenge of online shopping is that customers can’t try on or touch the product before buying it. Knowing that they will be able to return the product hassle-free will make them feel confident. Failing to implement a customer-friendly return policy can drive your clients away and directly towards your competitors.
You should offer a flexible window for returning items and clearly communicate the return policy. Let the customers know what products they can return, how long do they have, whether the return is free, and if they will get a refund or store credit.
In Conclusion
Delivering a first-class customer service experience should be on your priority list if you want to level up your eCommerce business. Hopefully, the tips we provided will help you set your online business for success. That said, it’s important to continuously measure customer satisfaction so that you can gauge what people love and what you should improve in the future.
