How many times have you tried to order a product online but eventually gave up ? It’s a situation that almost all customers who prefer to shop online find themselves in at some point. A disorganised website, incomplete information provided to customers, excessive wait times for resolving issues, lack of reviews and feedback, and poor packaging of products are just a few of the aspects that online retailers do not take into account in their daily operations.
If you want to provide/ deliver a positive customer experience and gain their loyalty, consider the following customer experience points for your online business:
Adapting content to mobile devices
Customers prefer to buy products directly from their mobile devices! It’s not just us saying it, but also the most recent industry statistics. According to data provided by GPeC, in 2022, “76.7% of all shopping transactions were made from mobile”, which indicates a percentage increase of almost 7% compared to 2021. That’s why it’s so important to offer customers a superior mobile purchasing experience, whether in the browser or directly in the app. A difficult-to-navigate website that is not responsive can be one of the reasons shoppers choose to abandon a potential order. Such issues can be avoided by using website data analysis tools. By implementing them you can discover what works best for your business, to provide your customers a seamless experience.
Proactive communication
When it comes to traditional retail, not all the customers appreciate the proactive approach of in-store sales consultants. Many prefer to shop without being disturbed and only ask for help in exceptional situations. However, the tide has shifted online. Shoppers value online platforms that anticipate their needs or offer solutions in advance. A customer ordered a product but it’s out of stock? Don’t wait until the respective item comes back in stock. Take the initiative and inform him of the change, maybe even recommend him a similar one. A customer ordered a product that is no longer available? Don’t wait until the item is back in stock. Get in touch with them, inform them and suggest a similar item. Customers have abandoned products in their shopping carts? Notice them when their items are discounted or included in various offers. Such an approach can be a differentiator and an easy way to gain shopper loyalty.
Self-service
Since we mentioned above the preference of online customers for proactive communication, we cannot overlook the advantages of self-service. A Nuance Entreprises survey reveals that no less than 67% of respondents would rather solve their problems themselves than contact an official representative. So, clearly structured information on the website, a FAQ section, and chatbots that deliver automated responses are just some of the ways you can anticipate customer inquiries while reducing the pressure on your customer service department.
Giving feedback
Customer feedback is essential for improving their online shopping experience. Surveys and questionnaires are the easiest instruments for gathering insights. They can be completed via email or website and are used to assess customer satisfaction with your products and services, including customer service. An e-fulfillment provider is able to take on this work as well. At the same time, it generates detailed reports, through which you can identify and fix your online shop’s weaknesses. To ensure that the feedback you receive is valuable, we recommend that you provide it through different means – on the website (anonymously or not), on social media or via email.
Attractive packaging
An enjoyable online experience can be assured offline with the help of packaging. In recent years, unboxing content, which is based on unpacking parcels/products, has gained popularity. When a customer receives a shipment containing long-awaited products, and the packaging is aesthetically pleasing and shows that it has been wrapped with care, they are more likely to post online about the positive experience your store offers. With this strategy, you get free marketing and encourage UGC (user-generated content), which customers highly value. An e-fulfillment service provider can ensure that every delivery is correctly packaged so that it reaches the customer in perfect condition!
Conclusions
Customer experience is one of the most significant parts of online business development since it reflects the experience customers have with your online store during their interactions with it. To ensure that you provide customers with a superior/ great shopping experience, we recommend developing your business around this attribute and evaluating all customer touchpoints such as websites, mobile apps, support services and social media from its perspective. An e-fulfillment provider like Simplify can help systematise CX by quickly and efficiently fulfilling orders , improving picking, packing and shipping processes, and delivering real-time order status information.