Investing in actions to improve the consumer's shopping experience is essential for e-commerce not to be left behind. Consumers are increasingly buying online, and, with this demand, new eCommerce are appearing, and stores are moving digital.
Thus, the voracious increase in competition in the digital environment requires tenants to clearly understand how to improve the shopping experience and retain loyal customers who are full of options.
Here you are seven tips on how to make your online store offer good shopping practices and not lose customers.
1. Customize Contact with Your Customers
Typically, companies that manage to maintain personalized contact with their consumers achieve greater engagement. Here it’s essential to monitor all the steps of your Customer Journey, “collecting and aggregating data per user, in order to combine promotions, special offers and develop more assertive, more cross-selling techniques, aligned with the tastes of each client”, says Richard B. Weiss, eCommerce writer at Britstudent and Nextcoursework. This can make all the difference to build customer loyalty and make you a propagator of your brand.
2. Channel of Doubts
Much of cart abandonment or product complaints could be avoided if all online retail sites had a Customer Support service for resolving customer questions. Not only that but also providing clear and direct information on the website, avoiding doubts or possible frustrations with the products. Preferably give the option of answering by multiple channels and let them choose the best one. Remember that the relationship with the customer is part of the conquest and loyalty of the consumer.
3. Accessibility and Usability
You wouldn't even need to be a researcher to suspect that the trend, is that the basis of e-commerce is supported by transactions via mobile. So, invest in usability and develop not only a responsive website but multichannel access to it. Catch your customer with strategic engagement campaign and make them want to go to your e-commerce.
4. Transparent Checkout
The best option to avoid dropouts at the end of the purchase is always to use a platform where the customer stays in your website’s environment. Systems such as “Transparent Checkout have lower cart abandonment rates and transmit a more professional image to the company”, says Fannie C. Madden, marketer writer at 1Day2write and Writemyx. This is because the customer is not redirected at the time of checkout, so they feel more secure and confident to finalize payment in eCommerce.
5. Watch Out for Easy Payment
The greater the obstacles to completing the purchase, the greater the chances that your customer will stop shopping at your store. Tools such as one-click buy, for example, are excellent for speeding up the purchase and making it even faster, since the payment information is already registered in the online store. Thus, the consumer invests the time where it really matters, in the store's products.
6. Invest in UI / UX Design
While User Interface refers to the design of the website and the way in which the user interacts with eCommerce or device, User Experience deals with the user's behavior during navigation. Both must offer simplicity, objectivity and be concerned with the needs of customers.
7. (Last but not least) Always be there for your Customer
Discover the pain point in your website/app and offer proactive support as soon as your customer needs it. According to different businesses, the customer could need a live chat interaction, or maybe a callback to receive more specific support, or even a video chat to be supported in the activation of a service. The basic rule is to let your customers know that you are there all the time to offer the help they need.
The pandemic of the new coronavirus forced government officials to close shops and left a good portion of the population at home, so, many people choose to purchase products and services via the internet. That’s your moment to stand up, digitalize your business and offer your same valuable services/products online, not losing a single customer.
Guest post by:
Michael Dehoyos is a content marketer and editor at Dissertation writing service and Write my case study, as well as a writer at Origin Writings. He contributes to numerous sites and publications with marketing strategies articles. In his spare time, he volunteers at local schools to create awareness on current issues to help students better understand how to handle daily life.