Customer service experience
E-commerce companies are investing more and more in delivering a unique customer service experience, as the customer service experience not only makes the company stand out from competition, but also brings real money and additional income.
Here’s how to spend a good customer service experience for e-commerce:
- Customer loyalty – 73% of consumers say that a good experience is the key to influencing their loyalty to their brand.
- Customer service experience – about 86% of buyers are willing to pay more for a premium customer experience – about a price premium of up to 13-18% to be exact.
- Brand Defense – Happy Customer publishes your brand and refers to his friends. As we all know, oral speech is the best form of marketing with the highest return on investment.
The customer experience is not a one-time event. Businesses must deliver them throughout the life of customers.
Top strategies to enhance the e-commerce customer service experience
Provide a permanent in-store customer service experience
A good in-store customer service experience is critical to turning visitors to your online store into customers. The goal of your store’s user experience strategy should be to make your purchase as fast, easy and frictionless as possible.
Here are some important factors that can lead to or end the experiment.
Easy browsing
Mobility is certainly one of the most important parts of the e-commerce experience. It’s a guiding compass for visitors to your store to help them find what they’re looking for.
Mobility must be easy and properly structured to make it easier for customers to find the products they came for, if you sell only a few items, this is simple, but the challenges come with a large selection.
You must gain a deep understanding of your customer’s needs in order to group items into relevant categories in a reasonable and direct way.
Effective product search
Effective product search is the main reaction point at the heart of the store experience.
According to sources up to 30% of visitors will use the site’s search box” data indicates that 80% of consumers will leave the site after a bad search experience. Users who complete a search are 1.8 times more likely to convert.
Here are key aspects of the effective e-commerce research function:
- Make the search area prominent and easy to locate. Pay special attention to the mobile phone experience
- Use rich and predictive autocomplete
- Use filter and destinations on the search results page
- Never allow the search function to reach a dead end. Even if you don’t have a product or something similar, you should always give some directions such as the chat option to the user.
Simplify the exit experience
Abandoning the shopping cart is one of the biggest challenges facing e-commerce. In fact, it represents approximately $2-4 trillion annually for the e-commerce industry. If we look at why you’re giving up your shopping cart, a large percentage will happen because of the bad payment experience.
Things you can do to improve your payment experience and not give up your shopping cart:
Paying visitors: As we know, account creation is the second biggest reason to give up your shopping cart. Allow users to sign out as a guest without forcing them to create an account.
No surprise charges: Shoppers don’t like surprise fees. View shipping costs and surcharges on your product or shopping cart page. The final due amount should no longer be changed.
Promotional code: Make sure to display updated or operating promotional codes across your channels such as web page, social handles, and voucher platforms such as Shopper.com.
If you upgrade non-working coupon codes and if customers come to try those non-working codes at checkout, they will be annoyed and more likely to leave your store. Moreover, it’s an embarrassing experience for customers.
Moreover, a good alternative or parallel solution you can do is campaign URLs. In this case, you can not only take advantage of discounts, but you can also easily track your sales and visits on the web.
Get out of the smartphone: As we all know, mobile commerce is growing faster than ever before. A Google survey found that 73% of customers will switch from a poorly designed mobile site to one that facilitates your purchase.
If you’re offering an original mobile app that’s widely adopted, that’s great. Otherwise, you should make sure that the website’s check-out user interface is fully optimized for mobile devices.
Provide great customer service after purchase
E-commerce brands often miss the boat when it comes to continuing to interact with customers after purchasing. Many e-commerce brands focus so much on making sales transfers that they ignore consideration of the benefits of the post-purchase sharing strategy.
Here are four ways you can enhance your customer experience after buying in your store.
Show your interest: Show your customers that you appreciate their interaction with your business. It only takes a simple phrase “thank you”, but these two words can have a real impact on your customer’s post-purchase experience. Your confirmation page or email is the best place to do this.
Well connected policies: Making sure your customer is fully aware of the recovery policy and return process helps reduce post-purchase anxiety. Being transparent about your policies builds confidence and shows that your brand is more than just increasing sales.
Give more control over self-service: Don’t take all the power from your customers once you’ve completed your purchase.
There may be many scenarios in which your customers need support in their applications. It may be canceling, returning, refunding, or any other problem. Now, how fair or effective is it to ask them to write long e-mails or messages, including long order numbers and other information and then wait for a reply?
Data says 81% of all customers try to take care of their own problems before contacting customer support. That’s why leaders allow customers to help themselves with common e-commerce orders such as cancellation, return, refunds, etc. It creates a seamless customer experience.
You can also offer a similar experience in your store using the e-commerce self-service dashboard. Helps you get rid of all unnecessary recurring contacts and provides a superior support experience for your customers.
Good communication is the key to great customer service
Communication plays a key role in the customer experience. In e-commerce, communication occurs in many forms and WhatsApp and email are the most common.
All e-commerce businesses do some kind of e-mail marketing, but only a few succeed in providing an attractive email experience to customers.
Inspire customers to participate
Now that consumers are able to buy almost anything anywhere, the e-commerce customer experience has changed dramatically. As competition continues to grow, companies of all sizes must learn to separate themselves from competitors. The best way to do this is by improving customer participation.
Here are some strategies to motivate your customers to participate.
Offer a reward program: Loyal and happy customers are the lifeblood of e-commerce.
However, according to Bain & Company, “60-80% of customers who describe themselves as satisfied do not return to do more work with the company that initially satisfied them.”
Loyalty programs help motivate buyers to actively interact with the brand by creating accounts, making frequent purchases, or being a social media advocate.
Take advantage of user-generated content (UGC): UGC is the type of content users create about a brand or product. Motivate your customers to create content about your brand by offering some kind of appreciation.
The best form of content created by users can be found on social media where everyone likes some kind of social recognition.
Measuring the customer service experience
Although most companies recognize the importance of customer experience to improve loyalty and advocacy, few already measure it.
Without an appropriate measurement plan, you’ll never know what’s going on with your customers. Here are some things you can start doing today to get an idea of it.
Conducting a customer satisfaction questionnaire and analysing the results.
- Track interaction metrics such as click rate and social participation.
Analysis of customer support card trends.
Successful e-commerce companies recognize that delivering a great customer service experience is the best investment they can make to build a long-term relationship with their hard-earned customers.
In order to deliver an effective and successful customer service experience, you first need a real understanding of your customers. You need to harness the power of data to get better insights for your customers. This will ensure that your strategy is in line with their interests and that they are actively interacting with your brand.
