How to Make Customer’s Online Experience Smoother – Guide
There’s a huge frenzy in online shopping (since you can buy everything from salt to robots), so it’s clear that there will be a lot of players trying to get a piece of the pie. So it is wise to be a step or two ahead of your competition to provide a better customer experience on your website. There is fierce competition in selling online today. E-commerce companies fight each other, offering potential customers discounts and freebies while burning investor money — all in the hope that the deals will keep customers loyal. In fact, it’s now the norm for customers to expect to be pampered, and you can’t blame them for expecting it either. According to one study, 71% of shoppers believe they are getting a better deal online than when they shop at a retail store. Samuel Moore Walton, founder of retail giant Walmart (incidentally, one of the largest private employers in the world), says of customer service: “The goal of a company is to have customer service that is not just the best, but legendary. ”. A timeless quote from a legend who embodied success in business and whose company is a shining icon for providing the best customer experience.
How to Make your customer’s online experience smoother
make it personal
Personalization is one of the strongest factors driving customer loyalty (KPMG). It’s clear that personalization is essential for retailers to increase customer retention. Use data to better understand your customers – treat the customer as an individual and make them feel valued. Here are some customization touchpoints you can try:
Upsell and cross sell
Offering your customers relevant products is a good way to provide a superior online experience. Make sure you don’t hammer shoppers with irrelevant products, but instead offer the products that complement the shopping cart. Create valuable offers with a clear CTA. You should also consider the frequency of your messages, as constant upsells can alienate customers. By offering valuable discounts and add-on products, you can link people to your online store and become regular customers.
Reduce abandoned carts
Did you know that, overall, 88% of online shopping carts have been abandoned across all sectors of the world? To increase e-commerce sales you need to know what the obstacles are for people not to buy from your store. Does your checkout form not build trust? Or maybe your return policy isn’t satisfactory enough? Make sure you offer multiple payment options. Let your customers decide how and when they want to receive their packages. the popularity of home contactless delivery and collection have increased over the past year. Sometimes people just forget about their shopping carts. Send a link directing a shopper back to the shopping cart, as the Society did in this example. They also added a discount code to ensure abandoned shopping carts convert to sales.
Implement social media marketing out of the box
Offer purchases within social media platforms
Facebook allows automated message delivery via chat bots. Online stores can now automate order confirmation, customer support and even guarantee up selling. Looking for a way to better position and market your products? Apply a social media monitoring tool like Lina Monitor to track discussions on social channels. This will give you valuable insights into your customers’ needs and buying habits. Also, with the help of a monitoring tool, you can easily discover opinion leaders in your branch. Contact them and ask them to promote your products on social media afterwards.
To guarantee mobile mall
Provide an opportunity to make a purchase on the go. You can build an app for your e-commerce business or ensure your store is responsive to all devices, whether a user browses your online store on desktop or mobile device. The most important thing is to ensure that the customer experience is frictionless and works correctly on any device.
Let consumers experience products virtually
Imagine interpreting how an item would feel in your hands, or look like in your home. Today it is possible to implement with the help of augmented reality (AR). AR technology makes it possible to turn customers’ imaginations into reality. If a customer can accurately see how their new furniture would look in their home, they will make a purchase with more certainty and satisfaction.
Final note
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