When you run an eCommerce store, it is crucial to provide an excellent experience for every customer. Customer experience is especially important for online stores as it is so easy for website visitors to click back and buy from a different site.
As online shopping is far less personal than buying from a brick-and-mortar store, ensuring every customer has an excellent experience is vital. But, in the absence of face-to-face contact, you may be unsure how to improve the customer experience at your eCommerce site.
Failing to provide a positive shopping experience for your potential customers can cause you a range of problems. Your sales are likely to drop, your conversion rates are likely to be poor, and you will probably have many abandoned baskets at checkout. Along with impacting your profits, a lack of customer satisfaction can also eat into your time. When your website does not deliver a positive user experience, it can cause you to receive more customer queries and leave you spending time dealing with complaints.
To avoid this situation and its negative impact on your business, it is essential to provide every customer with the best possible experience visiting your store. Ensuring visitors to your site love shopping with you will help keep them coming back to you repeatedly to make further purchases. If you want an eCommerce store your customers love just as much as you do, why not give these ideas a try?
Give Your Site Personality
When you invest so much of your time and energy into creating an eCommerce store, you are likely passionate about what you do and the products you sell. Ensuring all this passion and excitement for your products is communicated to visitors to your site will help enhance the customer experience.
Making sure that your site has a distinct style and lots of personality can help you ensure your brand ethos is communicated to every visitor. Making your site visitors feel like they have stumbled across something a little different is an excellent way to provide an appealing shopping experience and turn visitors into customers.
Improve Your User Experience
Eliminating frustrating 404 error codes and ensuring your site loads fast are just two of the ways you can enhance the user experience (UX) for site visitors. When a site is difficult to use and slow to load, visitors can often be instantly turned off and decide to make a purchase with a competing site. Getting rid of these potential frustrations will ensure that you don’t drive customers away due to site issues and that they enjoy a smooth shopping experience every time they visit your website.
Make Checkout Hassle-Free
Finding a product you love and then proceeding to check out to find that it won’t take your card details or that the payment system is playing up is likely to make you give up on making the purchase. Your customers are likely to feel the same when they run into checkout troubles on your site, and the result of this is often abandoned baskets and lost sales.
To ensure that your checkout process is entirely hassle-free, you need to use a payment system that you can rely on to work each time. Using a payment system that enables card on file transactions will make check out even faster for your customers as they won’t need to enter their payment details each time they shop with you. As well as being more convenient for your customers, it is also good news for you, as you may find that customers return to shop with you more frequently as a result.
Anticipate Customer Queries
Running an eCommerce store is not easy, and you may find yourself struggling to keep on top of the day-to-day running of the site, processing orders, and organizing shipping. You may find that a lot of your time is spent handling customer queries and trying to answer emails and phone calls.
To free up your time and improve the customer experience, it is best to prepare for some of the queries you may receive and take steps to deal with them efficiently. With this in mind, adding a frequently asked questions (FAQ) page to your site is an excellent way to reduce the number of queries you receive. Listing answers to all the questions you are often asked and adding in new ones as they arise will save you a lot of time and help make it easier for customers to find the information they need.