Aug 20, 2022
7 Simple Ways to Improve Your Ecommerce Customer Experience
Some experts estimate that upwards of 90% of all sales are lost because customers had a bad experience with the brand or retailer. For e-commerce companies, that number may be even higher. Read the following tips to know Why is customer experience important, improve your e-commerce customer experience by engaging more effectively with customers, giving them what they want, and making it easy for them to buy from you.
Ways to Improve E-commerce Customer Experience
Create a User-friendly Website
In e-commerce, a website that is unappealing or difficult to navigate will drive consumers away. With so many other options for online shoppers, a user-friendly website that solves common problems is essential for any successful e-retail business.
For example, Amazon's 1-Click technology and simple returns policy are major reasons people continue shopping on their site. Conversely, even with great products or low prices, a bad customer experience can lead to low conversion rates; don't make it hard for customers to find what they need or buy what they want!
Invest in Customer Relationships
Why is customer experience important? It's simple. The more positive customer experiences you deliver, the more customers will want to come back and buy from you again. That kind of customer loyalty can save your company a lot of money on advertising and other marketing efforts by increasing sales conversion rates.
Happy customers will often refer their friends and colleagues to your business, boosting your network exponentially. Best yet? Every customer who sticks around is one less cost associated with acquiring new ones.
Make Finding Cart/Checkout Easy
In most cases, customers need to fill up their shopping cart on your e-commerce site before they are ready to check out. You can make things easier for them by ensuring that you have placed a Checkout button right beside your product pages or at least have a link for it prominent on your site.
Once a customer has added enough items to their cart, you should ensure that they know how many more items are needed to reach Free Shipping and other such offers; otherwise, a customer might spend more than what was intended.
Many sites offer a Guest Checkout option which can help improve the e-commerce customer experience if you want users who haven't created an account with you yet.
Add Live Chat Support
Customers are often hesitant to spend money online. As consumers, we're all used to getting good service in person, but when it comes to ordering a product online, we get paranoid. This is because there's a big difference between talking face-to-face with a sales associate and entering our credit card number into an e-commerce site.
We don't feel we can trust vendors when there isn't someone on hand who can answer our questions immediately. One of your best ways of addressing these issues is by integrating live chat support into your e-commerce platform.
Don't forget about your mobile customers.
E-commerce businesses can't ignore their mobile customers. Mobile traffic makes up about 50% of all digital traffic. Half of your customers are shopping on a mobile device like a phone or tablet. If you want them to return and make repeat purchases, you need to ensure they have a great experience - no matter their device.
You can do that in many ways: Adding responsive design features (like responsive images and videos) is an easy place to start. When these features aren't enabled on e-commerce sites, many users get frustrated with trying to use their phones, so adding them isn't just helpful but necessary if you want repeat business from your mobile shoppers.
Post memes related to your business on social media
Posting memes related to your business is a quick and easy way to show you're interested in having fun with your customers. It does help build an impression of you as someone who gets their audience.
For those businesses that are more serious or formal, like lawyers or accountants, sharing these posts can help them seem more relatable, showing off a little personality without being too informal and goofy.
This kind of communication shows users that you know how to poke fun at yourself (even if there isn't much room for self-deprecation in your profession). It also means you don't take yourself too seriously all of the time—which makes for an excellent brand image.
Update your customer about the sale through mail
You must communicate with your customers, especially when planning a sale. Some people sign up for newsletters or other updates to ensure they won't miss out on sales and special offers; make sure your message isn't too spam.
Don't bombard them with daily emails; allow them to unsubscribe if they don't want notifications. At best, send one announcement in advance of a big sale or update once during it—that way, you do not wear down their interest but also give them enough information to feel like they got something out of signing up.
Security improving customer experience
With search engines such as Google favouring customer experiences in their search results, it is now more important than ever for e-commerce sites and businesses to provide users with an optimal experience when using your site.
To improve customer experience security is also plays an important part in ecommerce success. SSL (Secure Socket Layer) certificate is one of the proven methods of providing customers with protection from data interception and identity theft by securing information from point A (customer's computer or device) through point B (the merchant's web server).
SSL certificate is required, but it depends upon number of domains that which certificate is suitable for your business. For example, if an ecommerce business with multiple subdomains should go with a Wildcard SSL Certificate.
- It improves your site's security: SSL encryption protects data in transit between a customer's browser and your website. If you use an unencrypted connection, sensitive information like credit card numbers, third parties while transmitted over the Internet can intercept passwords, and addresses.
- It helps your customers feel safe: According to a recent study, 80% of consumers are more likely to purchase from online retailers that use SSL encryption technology on their sites because it makes them feel safe shopping online.
- It keeps your customers coming back for more: Consumers expect companies to take extra steps to protect their personal information. When you provide a secure browsing experience for them, they are much more likely to return repeatedly – which is great news for any e-commerce business!
- It boosts your SEO efforts: Having an SSL certificate installed on your website not only increases trust among visitors but also gives search engines something else to rank when determining how high up your site should appear in search results.
Improving customer experience goes beyond sales and bringing real value to your customers. No matter what stage you're in or how large your company is, thinking about ways to improve customer experience will lead you down a path of long-term growth. If done right, your improved customer experience won't just mean more revenue—it will set up loyal customers who believe in your brand and want to come back repeatedly.