The complex online marketing landscape is evolving quickly. The advances in technology and the rise of digital media enables people to interact differently. While this makes an ecommerce business challenging to run, there’s no need to get frustrated. There are different ways of creatively improving the ecommerce experience, which will typically improve customer loyalty and eventually increase your income.
However, ecommerce businesses are struggling to gain visibility online. So you have to engage your customers – the more, the better – and get them back to your website. The easiest way to make your online experience enjoyable is to improve the ecommerce experience and help buyers find product information as quickly as possible.
As technology is constantly evolving, it is important to learn about digital commerce trends that can help an ecommerce business improve the customer experience. In this blog post, we have shared some ways which can create a pleasant experience for your buyers and enable you to remain a step ahead of the competition.
Make the mobile checkout secure and simple
There are still many shoppers fearful of entering financial information using mobile devices. Offering mobile wallet solutions such as ApplePay and Google Wallet will help ease the worries of an online shopper about placing credit card information into unknown networks and remove the difficulty of inserting numbers on a small screen. Make sure to inform your customers on your policy page about the steps you have taken for easier checkout.
Decreases the load time
The average mobile user won’t wait more than 10 seconds for a website to load, according to Kissmetrics, 73 percent have found a website too sluggish to load. Any extra charge time becomes an incentive for potential customers to take their shopping elsewhere, and if the checkout page doesn’t load immediately, cart abandonment rates skyrocket. 5G for retail is one of the many options which online retailers can leverage that can improve the cart abandonment rate.
Improve customer service
Make sure all of your contact information, such as email and phone numbers, is available on every page of your eCommerce website. The same offers your customers a way to keep in contact with you if they have any concerns or questions about their purchased product. Do not overload details your customers don’t need, particularly in the frequently asked questions (FAQ) section.
Only include the required information. There are occasions when a section of overloaded FAQs will discourage consumers from making a purchase. When customers send a ticket or call your support lines, you should be well prepared to handle and fix these tickets and problems promptly.
Any type of delay can cause only negative feedback, or you can risk losing your customers in the process. Excellent customer service does not necessarily mean contact with one another. Many people prefer self-service because they don’t like to call support lines, which will make them wait for the next available representative.
Remember, nobody likes picking up their phones just to fix problems they might otherwise solve on their own. Offering them an alternative form of self-service help can and save time on customer support expenses.
Make your product searches hassle-free
Simplify the website navigation and search by segmenting your items by type, style, usage, and other classifications to create a better user experience, so that people can find what they are searching for immediately.
It is also crucial to customize your image size for different screens and to add relevant information to help users make up their minds. Including intuitive filters allowing users to narrow down their quest saves valuable time.
Forty-seven percent of people expect the average website to have up to two seconds of load time, and 39 percent would give up a website if the photos don’t load or take too long to load. To ensure your pages load fast, a one-second response delay can lead to a conversion reduction of seven percent.
Include Customer Reviews
Customer reviews are great ways to tell potential buyers which products are sold often and which are of good quality and performance. Potential customers read reviews a lot, and it can accelerate the buying process by enabling the buyer to make an informed decision.
People enjoy input from real people who have purchased and used the same product. Make sure the buyer can see these reviews prominently on the product page they are reading. Reviews do have a significant impact on the decision of the consumers to purchase the item or turn their attention to a related item.
Social Media Networks are Advantageous
Irrespective of the target market, today’s youths make use of social media channels such as Twitter, Facebook, and YouTube for advertising and communications. Take full advantage of such free platforms through the creation and implementation of strategies that involve your buyers.
It can be vital to your business growth and can be a cost-effective marketing strategy. Besides, social media networks are fast communication channels that allow you to deal with customer issues or questions faster than sending a ticket or calling for customer support. If properly implemented, you will achieve better customer experience in eCommerce, which will eventually increase revenue and loyalty.
Send Automated emails to customers
One of the most significant benefits of submitting customized content over one-size-fits-all ads is that the majority of people dislike seeing irrelevant material. Evidence shows that most consumers expect and intend to pay for highly personalized experiences.
Here are two ways you can provide tailored ecommerce experience:
Reward shoppers who abandoned their shopping cart with enticing email deals – Targeting such potential buyers is a great way to get revenue back, and you can do that by sending customized emails to maximize customer delight. According to Statista, Forty-five percent of the cart abandonment emails are opened, 21 percent are clicked on, and 50 percent of users who click complete their order.
Send customized first-purchase emails – Most of the customers complain about the poor follow-up. You might, of course, turn this reality into an opportunity to improve interaction and sales by automating your first purchase emails and making a significant impact on your new customers with specific deals and suggestions based on their location or browsing history.
Tweak the transaction emails
Your email interaction is one of the most important aspects of writing that you wouldn’t want to change. Email interaction is equally essential for the material that you put on your eCommerce website.
Some particularly those who have recently completed a sale. These are follow-up emails you send after each transaction. You have to keep in mind the messaging in the email. Is that amiable, upbeat, or happy? Would you be pleased with the traditional, crafty old sound that most corporations find convenient yet outdated now?
Why don’t you try something new–a fresher upbeat sound that shows you how pleased you are with the purchase completed? Better, customize the email as if you’re talking to a friend because that’s how customers should be handled.
Behavioral emails are often treated like email as the old “customer service” because they talk about personal feelings with which consumers can connect.
Educate your customers with high-quality content
Ecommerce websites are going to benefit from a forum that’s real. As you know, the attention span of people is usually low in the text but high in visual aids. So, if you create images in your content instead of simple texts, you catch much of that period of attention and motivate people to shop with you while you teach them. Be succinct but, at the same time, be detailed. Caption the pictures in such a way that they don’t seem chaotic or cluttered.
Deliver support at the time of checkout process
The total cart abandonment rate is 75.6 percent, according to SaleCycle. UX researcher Baymard Institute conducted a study that showed over 25 percent of consumers feel bogged down by a lengthy or complicated checkout process while another 21 percent abandoned their carts because they were unable to measure their costs upfront.
Annually, up to $4 trillion worth of the commodity is abandoned in carts for all online retailers combined. Besides, $260 billion of that is recoverable, but only if you can streamline the checkout process and simplify it. Below are a couple of suggestions to reduce the cart abandonment rate:
- Several payment options are implemented on the payment page.
- Offer users customer service via chatbot or through FAQ during the checkout process.
- A timely customer support intervention will dramatically reduce cart dropout rates.
By using state-of-the-art technology support such as co-browsing and live chat support with document sharing, the sales agents can direct customers through the buying process while keeping them still engaged.
A sales agent who co-browses with the customer can also discourage consumers from getting the desire to compare-shop by developing a relationship with them and providing special discounts at the right time, which allows them to complete the purchase.
Experience with interactive designs
Cater to your customers’ precise needs by designing a seamless online shopping experience. It helps you to actively engage, connect, and optimize the experience of website visitors, thereby enhancing their UX.
Examples of interactive acts include voting, filling out a questionnaire, entering a position, using simple tools such as budget calculators, or leaving a comment.
Virtual Assistance must be offered
Posting daily social media updates, writing posts, or posting videos is the perfect way to provide additional help. Social media, phone support, and email are all widely viewed as a standard practice today.
Customized Ecommerce Experience
Allowing personalized experience for your customers can improve the way you do business online. As you know, different types of customers visit your eCommerce website. You must include a simple call to action, which will lead them to a page they can relate to.
Use a friendly-customer service tone in your eCommerce site pages so that customers still feel valued and essential. It’s a must, including a personal touch to each page of your website.
With 90 percent of your visitors, Google is part of the shopping experience. Local traffic, ratings, context details — Google plays an enormous role in the journey of your smartphone shopper.
Therefore, it’s essential to use Google’s resources to understand what works with your site and your competitors (and what doesn’t work).
To detect what Google’s algorithms like and hate about your mobile site, use Google Lighthouse.
Then run the rivals for the same purposes, through the method. Just don’t run your home page. Run a site-search-result URL alongside a product page. Check how Google rates your content on the search results for your mobile and desktop. Unknown to many, the rankings (and the clicks and impressions) are distinct.
Modern platforms deliver mobile-optimized templates for enhanced ecommerce experience. Some include a builder for developing personalized, responsive pages, beyond templates. Nevertheless, customization is not mandatory for most of the eCommerce sites.
If your current site needs a breath of fresh air and updated functionality, check out a new platform. Re-platforming is an important decision and is usually only for sites established seven or eight years ago.
The 14 ways listed in this blog post to enhance the eCommerce experience serve as a guide to help you achieve your goals. Consistency and regular review of your current strategies are crucial here. When you accurately evaluate your eCommerce business, you will keep customers coming back, which will push your profits high and increase customer loyalty.
You may want to try approaches where you can be versatile enough. So you can quickly adapt to these changing times when the online marketing world is changing rapidly. This is how companies that are most successful in eCommerce do it. You might want to know how to launch an affiliate program, too.
Are you willing to implement small bonuses that will benefit not only you but also the customers? You should –as using these little extras, can go the extra mile to your ecommerce website’s success.