How To Give Your Customers An Enhanced Ecommerce Experience
Ecommerce is thriving, and with the recent COVID-19 health pandemic having given online spending in a variety of industries – including health and beauty fulfilment – a significant boost, there’s no better time than now to focus on giving your customers the very best online experience when they shop with you.
With this in mind, here is a short but essential guide to improving your ecommerce experience:
Advertising
Getting your products and/or services seen by potential customers is essential, and to do so successfully, you must ensure that all your chosen lines of advertising are targeted, truthful and appealing.
Social media
When dealing with your company online or in-store, customers should receive the same high standard of care as they do when interacting with you via social media platforms.
Website and user experience
It’s always worth investing in your website – no matter what you’re selling – and making sure that everyone who uses it, has a positive experience. Make your website engaging, keep its navigation clear and simple, and ensure that mobile users can access it conveniently. You should also make sure that the site loads quickly, as if it doesn’t, you know you’ll simply lose out to the competition. Ultimately, you want to give them as many reasons as possible to shop with you, and come back again in the future.
Customer support
Whether you use chat software, human customer support agents, or a combination of both, communication should be concise, consistent and always give the customer the answers they’re looking for.
Feedback
All feedback, negative or positive, deserves a response, and if there are things you can do as an ecommerce platform to make things better for your customers, you should do everything within your means to achieve that. Give them clear channels for submitting feedback, and respond politely and appropriately to whatever you may receive.
Personalised experiences
Even bigger companies can help customize a shopper’s experience to make it more personal, and this might be in the form of personalized greetings when they log in, or personalized recommendations based upon their previous search history or purchases, for example.
The buying process
From putting things into their cart, to carrying out a payment transaction, every part of the check-out process should run smoothly, and you’ll likely need to test it frequently to reduce errors, blips and anything that might prevent a customer from buying from you. If you’re not able to do this satisfactorily yourself, you may find it beneficial to engage with an ecommerce fulfilment agency.
Abandonment surveys
You’ll never put a stop to all cart abandonments, but by sending out quick and simple surveys every time a customer fails to update their cart or pursue a purchase, you can get a better understanding of why they bailed, and what you might be able to do to prevent it from happening again.
The delivery process
You should try to provide customers with as many delivery options as possible, and along with offering shipping for free within certain parameters, you should also try to offer an express delivery option for customers who want their items the same, or next day.
Returns policies
While all ecommerce platforms in the UK are obliged to offer customers a cancellation period of at least 14 days, many choose to customize their own policies, and the longer a period of return you can offer, the more likely customers are to want to make a purchase from you.
It isn’t easy to ensure that every aspect of your ecommerce business runs smoothly, but even the smallest of mistakes can spell disaster. Why not eliminate the risk of error by working with an ecommerce fulfilment agency, and start reaping the rewards of happy, fulfilled customers, and a healthier bottom line.