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E-Commerce customer experience is an amalgam of all the interactions shoppers have with an e-commerce development company. The moment a consumer hears about your e-commerce brand for the first time, customer experience begins to shape up. Every interaction with your e-commerce website or stepping stone consumers climb to finally make a purchase constitutes customer experience. According to the current scenario, 59% of customers do not hesitate to pay more for availing a great experience. Besides, 83% firmly believe that the customer experience offered by a company is as important as the quality of products and services it offers.
These revelations pinpoint that the need for rendering phenomenal customer experience is at its pinnacle. Through extraordinary customer experience, you can not only keep your customers happy but also supersede your competitors and take your online store on an upward spiral of growth.
Have you already started pondering over the strategies that can deliver sure-shot results when it comes to enhancing customer experience? If yes, the following tactics can beacon you on the right path.
7 Fruitful Ways to Boost Customer Experience for Your E-Commerce Website
1. Nimble website
Research suggests that the highest conversion rates are enjoyed by e-commerce websites with load times between 0 to 2 seconds. We live in a world that chases speed. If your site matches strides with the loading speed expectations of the visitors, it captivates their hearts. They feel inspired to continue exploring your e-commerce website.
In stark contrast, a slow site makes them feel frustrated. Consequently, they press the back button and begin exploring other sites. All these things make it clear that your e-commerce website’s loading speed can make or break customer experience.
Hence, having a nimble website is indispensable for success in today’s highly competitive world of e-commerce. Are you wondering how to design an e-commerce site that loads at jet speed? The following tactics might help you in this regard:
- Opt for a speed-optimized content management system (CMS)
If your e-commerce website uses a CMS, it is imperative for you to choose one with phenomenal speed-optimization such as Drupal. Being a cutting-edge CMS Drupal is equipped with top-notch features that support quick site loading.
- Compress and optimize the images
Large images have a fair share in slowing down loading times. So, compressing and optimizing images can work wonders in reducing your site’s loading time.
- Refrain from flashy designs and effects
A captivating e-commerce website doesn’t necessarily have to be design heavy. Refrain from using flashy designs and effects on your site as it contributes to delayed loading times.
2. Personalized shopping experience
Did you know that 71% of customers become frustrated when a brand doesn’t offer personalized experiences? This revelation sheds light on the fact that customer experience is a direct function of personalization. The greater the degree of personalization you offer to your customers, the better their overall experience with your e-commerce website.
Besides, brands with phenomenal personalization strategies see approximately a 40% increase in their revenue. However, it is crucial to be balanced while personalizing customer experience as shoppers dislike over personalization. So, what’s the key to balanced personalization?
- Fit quizzes and custom-size charts
When it comes to products such as clothes, accessories, dog collars, and shoes, numerous consumers refrain from purchasing them online. The fear of making a choice that doesn’t fit them properly drives this decision. By creating fit quizzes and custom size charts you can personalize the experience for them and promote fearless buying.
- Offer smart, customized, and relevant reviews
You can provide filters to enable your customers to view only the reviews that are relevant to them. Once you do so, someone aspiring to buy a black dog collar from your e-commerce website can use the respective filters to read personalized product reviews.
- Artificial Intelligence and Machine Learning for targeting and segmentation
Artificial Intelligence (AI) and Machine Learning (ML) are two phenomenal technologies potent for understanding customer behavior, likes, and dislikes. Based on these insights, they can provide personalized product recommendations to specific consumers.
3. Easy-breezy and engaging user interface (UI)
Your e-commerce website’s user interface is the lens through which visitors view your company as a whole. A sleek UI is a gateway to a phenomenal customer experience that enhances conversion rates, the reputation of your organization, and customer loyalty.
Everything should be served in front of the visitors and they shouldn’t have to think for a second to identify the next step. Proper product categories, payment gateway, save-for-later options, and everything else should be in place to promote easy navigation for them. Given below are two actionable ways to determine the degree of friendliness of your site’s user interface.
- Conduct surveys
Speak directly to your customers about how friendly they find your site’s user interface to be. An excellent way to do so is to create surveys and circulate them to your customers.
- Leverage customer support data
You can leverage customer support data to identify the issues visitors face while navigating through your e-commerce website. Any complaints regarding the checkout process or product selection process shouldn’t escape under your nose.
4. Retargeting abandoned carts
Did you know that the average online shopping cart abandonment rate is approximately 70%? There are several reasons why consumers abandon their carts such as insufficient budget, struggles with the checkout process, unexpected delivery costs, and security concerns. When it comes to enhancing customer experience, retargeting abandoned carts can prove to be a highly potent strategy.
Connect with your customers to know why they did not make the final purchase after coming so far. Then, try to address the issues they present. By doing so, you can make your customers feel valued which will in turn lead to a phenomenal customer experience.
If you wonder what are the best ways to retarget abandoned carts and prompt customers to make purchases, let’s explore together.
- SMS and email
Using the contact details of the consumers, you can ask for feedback regarding the abandoned carts through personalized SMS and emails. Do not forget to offer discount options to encourage them to revisit their cart and make purchases.
- Provide a money-back guarantee
Irrespective of the reason why a particular customer abandoned their cart, providing a money-back guarantee can bring them back. It gives them a certain kind of security, which stimulates them to take the ultimate step of purchasing without fear.
- Offer marketplace checkout options
If you suspect customers are facing security issues, you can offer marketplace checkout options to bring them back.
5. Digital logistics for seamless supply chain management
Supply chain management is an indispensable part of e-commerce and contributes a fair share in determining the overall customer experience. Given the complexities involved in the process today, traditional logistics isn’t a reliable option.
It lacks the power to identify potential issues that may hamper seamless raw material or product delivery, and ultimately cause customer distress. If you envision rendering incredible customer experience, replacing traditional logistics with digital logistics is the key.
Digital logistics offers fantastic real-time inventory control, granular analytics for better decision-making, task automation for seamless supply chain management, instant access to data, and end-to-end transparency which promotes prompt identification of issues. Planning to get a digital logistics solution? Do not forget to filter your decision through the sieve of the following points.
- Ease of use
If you get an easy breezy digital logistics solution, your team will be able to master it effortlessly. There is no point in choosing a complicated one as it will only lead to confusion and stress.
- Pricing structure
Do not forget to check whether the digital logistics solution you are planning to buy falls within your budget or not. A phenomenal solution doesn’t necessarily have to be expensive.
- Customer support
You’ll need a point of contact to promptly address any issues you face with the digital logistics solution. Remember to dive into the quality of customer support before arriving at a decision.
- Marketplace integration
Marketplace integration enables you to connect your e-commerce website to third-party marketplaces such as eBay, Amazon, and Walmart.
By collaborating with these eminent marketplaces you can spread your wingspan and reach a wider audience base. You can promote your brand at a jet’s speed, and employ ingenious technologies used by established marketplaces to offer incredible customer experience.
Given below are some phenomenal marketplace integrations you can choose from.
- Amazon Direct Fulfillment
Amazon Direct Fulfillment program enables you to drop ship products. Whenever a customer orders your product, you receive the intimation, and you can directly deliver it to them.
- Walmart Marketplace
By integrating Walmart Marketplace, you can list your products on Walmart’s website and attract swarms of buyers.
With eBay, you can seamlessly sell your products to international customers. They’ll handle everything for you from shipping to refunds.
7. Unmatchable customer service
Nothing shapes up customer experience like inexhaustible customer service. When your customers face an issue with your product, they want immediate resolution, and if you get that right, you are in for enormous payoffs.
Word-of-mouth marketing, increased customer loyalty, better reputation, and whatnot. If you have already started reflecting on practices that can help you render fabulous customer service, the following list can be of great help to you.
- Incorporate live chat
Live chat is the easiest and most engaging way for customers to reach you. By incorporating this feature, you can take your site’s customer service to a whole new sphere.
- Ask for feedback
Seek regular customer feedback to understand where your products are superseding others and where they are lagging. After facing an issue, some customers might simply stop buying from you rather than seeking your help. By asking for feedback, you can prevent such situations and encourage customers to give you another chance.
- Provide immediate assistance
Customers want you to solve their problems immediately. So, it is crucial to have arrangements in place to offer immediate assistance such as chatbots and co-browsing.
Let’s Wrap Up
Phenomenal customer experience is the priority for a majority of buyers and the precursor to thriving success for your e-commerce website. Given that, it is imperative to implement strategies and tactics to render a captivating customer experience that leaves an indelible imprint on your customers’ minds.
Personalization, a nimble website, an easy-to-use user interface, marketplace integration, and unmatchable customer service are some highly potent strategies in this regard. If you have decided to execute these tactics and find yourself stuck at any point, LN Webworks, a distinguished web development company can help you sail through with their incredible assistance.
Harish is a UI/UX designer with 5 years of professional experience specializing in designing applications for startups. Harish believes that design is not about deliverables and beautiful pixels but solving problems and achieving business and user goals.