Having an e-commerce business has many perks. It’s scalable, easier to manage, accessible to broad audiences, and often more affordable than a traditional business, enabling you to generate more significant profits. Be that as it may, not everything is peaches and cream when selling goods and services online. Take customer service, for instance. The lack of face-to-face interaction makes it more challenging to create an authentic experience.
Though challenging, cultivating a positive customer experience is possible. With the right tools and resources, you can develop a customer service strategy that takes your e-commerce business to the next level.
Get Feedback From Customers
Before changing your business or site, find out how your customers feel. You’ll find that they’re more than willing to share their opinion about your operation. Asking customers makes them feel heard, building a more trusting and authentic relationship that can lead to long-term business.
Reading reviews can give you an idea of what your existing customers like and dislike about your platform, products, and services. Surveys and polls are another way to get feedback. Write down essential information. Categorize similar complaints and suggestions into groups. Then list the changes you want to consider in order of priority.
Audit & Improve Your Website
It’s common for new e-commerce business owners to overlook the importance of a routine site audit. They create the site and launch it without ever giving it a second thought. Although your platform is operational, it could be better for users. Regularly assessing your site’s effectiveness, layout, and functionality is recommended.
Visit your company website. Pay attention to factors like load times, navigation, colors, fonts, graphics, images, product pages, content relevance, links, and the checkout process. Is your site easy to navigate? Can you place an order quickly and securely? Is the information accurate? Are there broken links or technical issues? Is the site engaging, informative, and ideal for your target audience?
As these things play a substantial role in the customer experience, it’s in your best interest to resolve the problems quickly. Here are some suggestions:
- Hire a web designer – Consulting a web designer is ideal if your site is outdated or poorly designed. They can help you to create an eCommerce platform that’s attention-grabbing, fun, and easy to use.
- Multiple Payment Options – While many entrepreneurs start using third-party payment services like CashApp, PayPal, and Venmo, not all consumers use these methods to pay for goods and services. Shop around for a payment processor that provides quality services at an affordable price. If you’re new to the e-commerce industry, you may need to search for a high risk merchant account to process credit and debit transactions.
- Personalization – Your customers may not be able to walk into your store and get assistance from a representative as they browse your selection of products. However, you can still personalize their shopping experience. Customer accounts, product recommendations, promotional offers, incentives, live chat, and chatbots are efficient ways to make your customers feel appreciated.
Boost Your Off-Site Engagement
The customer experience journey begins before they visit your site and spans long after they’ve made a purchase. Don’t get so wrapped up in improving your platform that you forget to connect with your audience. Off-site engagement should include interacting with your ideal customers on social media and email platforms.
Go beyond sharing the latest news about your products or an upcoming sale and get to know the people who help keep your business afloat. Ask questions, share photos, provide tips, upload videos, host digital events, plan giveaways, and reply to comments or post tags. The more you interact with your audience personally, the more inclined they are to visit your site regularly (and recommend it to others).
Traditional Marketing, Communication, & Involvement
eCommerce business owners are encouraged to incorporate traditional marketing, communication, and engagement methods to improve the customer experience. Attend local events so your customers can put a face on the company name. Providing customers with the option to talk to a live person, mailing statements and correspondence, or hosting in-person meetings for clients can also reduce consumer apprehension and improve their experience.
Selling goods and services online has become a popular option for novice entrepreneurs and long-established businesses. Although there are many advantages to adapting to remote operations, limited face-to-face interactions present some challenges. Fortunately, you can enhance the customer experience in several ways and likely see more success in the upcoming months.