Five Ways to Improve E-Commerce Customer Experience
What does a customer perceive of a business’s online store before, during, and after interacting with it? This is what the e-commerce customer experience is all about.
It suffices to say then that this experience is an integral part and concern for every e-commerce business. Business owners must keep in mind that this experience can be related to the service or product offered, or the brand itself. That said, here are five practical ways to improve the e-commerce customer experience, including personalization as possible on the Zolak website.
Table of Contents
Personalize the Customer Experience
The goal of any business is to drive sales. There is probably no better way to achieve this than through meeting the preferences and needs of every customer. E-commerce personalization has proven to be an effective tool in making the shopping experience unbelievable for the customer.
Personalization is so powerful that 80% of people say they would prefer to buy from a business that provides an individualized experience. Indeed, the customer expects the business to understand specific needs, as this recent study demonstrates.
For a business that has yet to implement any form of a personalized experience, it is possible to get going with steps as simple as product quizzes and search histories.
Consistently Build Trust
Online shopping has its uncertainties that are sources of trust issues for shoppers. Some reasons customers feel this way are the inability to touch the products, the safety of their credit cards, and the fact that they have to wait for the arrival of their purchases.
That’s why trust is such an important element of enhancing e-commerce customer experience. The most important step is to safeguard the data privacy of the customer. Once you assure your clients of this, you will have made a huge step toward winning their trust.
It is also important to address any uncertainties by being as accurate as possible about the product. Whenever there are alterations to the product – for instance, enlargement to highlight some details – let the customers know. The quality of the website also matters so it had better be organized and professional. Up-to-date information is crucial so dead links should be checked often.
UseRobust Customer Support
In this digital era and especially for e-commerce businesses, customer support is a priority. A study by Microsoft shows that 95% of consumers consider customer support essential for a brand. Given the high expectations of today’s clients, a business cannot afford to ignore its customer support segment.
The e-commerce customer experience can be improved by first, having the right customer support team. Apart from equipping them with the right training, the team should have tools and systems for the job.
Every e-commerce business should know where the customers are and meet them there. That means operating from different platforms in what is referred to as an Omnichannel method. Social media, live chats, blog content, and email are all viable avenues.
Consistency is also important, as is the timely response to customer feedback.
Optimize the Supply Chain
If there is one lesson that came from the pandemic, it is that customer experience is highly linked to the e-commerce supply chain.
Even as normalcy returns, this relationship still applies. Challenges and disruptions are bound to occur and lead to:
- Delayed deliveries
- Product stockouts
- Product damages during delivery
For the customers to get a seamless experience, the supply chain must be as smooth as possible. Whenever challenges occur, as it’s expected of any business, they should be addressed promptly.
Create a Community
The ultimate goal of interacting with customers for your e-commerce business is to build the brand and generate loyalty. Clients feel appreciated when they are considered part of a community. Let the relationship with your customer go beyond the transaction by applying several steps.
For instance, use social media for more than just promotional activities. While applying a balance over what to post, add a bit of humor and stories, as long as they resonate with the clients.
The online shopping environment is incomplete without a great customer experience. It is worthwhile for any e-commerce business to improve its customer experience by making the interactions personalized, developing trust, and being there when needed by the customer. A smooth supply chain and the availability of a community crown it all.