E-Commerce Customer Experience – A successful E-commerce business is not the one with excellent operational systems without good customer service. Rather, it’s one that can know how to carry the customers along so they become repeat customers.
In other words, giving your customers a good shopping experience is what makes them come back to buy from you over and over again. It’s what set you apart from your competitors that follow the generic road of focusing on selling to the customers alone.
However, with the high increase in competition among e-commerce sellers online, it’s important to upgrade your customer experience service so you can retain more customers and make more money
Here are 7 ways by which you can improve your e-commerce customer experience
1- Give Your Customer Mental Orgasm
According to the Harvard Business Review, Customer retention raises earnings by at least 25% when it is increased by 5%. Businesses that recognize the value of client retention strive to provide a consistent experience that gives customers mental orgasms. Here are some of the ways to always make your customer happy to buy from you
- After your customers purchase things, send them an email with a reward or loyalty point that can be used later.
- After they’ve finished buying, send thank you emails. Depending on the volume of your clients, sending a handwritten thank-you gift card is an even better option.
- Implement a referral program that rewards both existing consumers and new clients.
- Send complimentary presents to your most loyal customers, such as t-shirts, mugs, or key-chains.
2- Build A Supportive Community
A community is a group of people who are ardent supporters of your e-com brand. As a brand, it is the culmination of all you do, represent, and stand for. Almost all members of the community will be fans of your good product.
Two of the most effective channels for forming a community are social media and email. Two of the most effective channels for forming a community are social media and email.
3- Create Multiple Channels For Customer Support
As your e-commerce business continues to grow, so does the demand for customer support. Maintaining one or two customer care channels is insufficient for such a huge audience. For your eCommerce business, you can develop the following channels for customer service:
- Every page of the official website should have a live chat option.
- Contact information for customer service
- Customer service should have its own social media handle.
- Set up separate WhatsApp bots for queries
- Set up a separate mail address for queries
- Etc
4- Have A Clear and Easy Return Policy
Nobody loves taking an uncalculated risk especially when it comes to buying things online. And this is why having a clear return policy can help give your customers a more delightful experience because they know they can always return it when it doesn’t meet their expectations.
Here are some of the ways you can improve your return policy:
- Customers should all have a certain date to seek a refund.
- While a consumer is placing an order, bring the terms and conditions for returning a product.
- Make it easy to apply for a refund by providing direct links.
- Allow customers to choose from a variety of legitimate reasons for returning a product.
5- Personalize Customer Experience
We live in an era where everything is personalized. It’s not enough to just personalize the emails you sent before and after your customers place an order.
Throughout the buyer’s journey, you must customize the buying experience based on a variety of factors. Use recommendation engines to provide personalized product suggestions based on the user’s location, shopping, and browsing history.
Aside from that, eCommerce companies can use exit intent pop-ups, discounts, abandoned cart notifications, and other tactics to make sure their customer experience is on target.
Conclusion
The relationship between you and your clients is the bedrock of how successful your eCommerce business is going to be. Perhaps this is why the consumer experience in eCommerce is so important.
When you look at it from another angle, customers are the ones with your money, and to make them continue to patronize you, it’s important you give them an experience that will always make them come back to you every single time.
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