Effective Ways to Boost Customer Satisfaction for Your eCommerce Business
Ways to Boost Customer Satisfaction for Your eCommerce Business – Online shopping is becoming increasingly popular with the rise of eCommerce stores as more customers are looking for convenience and variety.
While eCommerce stores can be extremely easy to use, they may still come up short in some areas. The most notable one is the inability to provide the same customer service as you would normally find in a brick-and-mortar store.
According to the Microsoft State of Global Customer Service report, 61% of customers said that customer service is very important to them. This simply means that they want to be treated and serviced the same way as they would be in a retail store. So, no matter what the nature of your eCommerce business is, customer satisfaction should be your top priority.
If you are wondering how to boost your customer satisfaction and overall customer experience, here are four tips to help you achieve the best results.
Surprise your shoppers
One of the best ways to increase customer satisfaction is to create surprises for your customers. While most eCommerce businesses offer free shipping, there are also other great ways you can introduce surprises to enhance the overall customer experience.
For example, you should consider sending corporate gift boxes to your most loyal customers for their birthday. This is such a nice gesture, which shows that you are thoughtful and want to reward your customers for remaining loyal to you.
Other great ways to surprise your customers include offering them discount coupons and sending them free gifts such as t-shirts, mugs, or keychains, and launching promotions.
Surprising your customers will help improve sales as you will be encouraging them to come back or spread the word about your perks with their network.
Make website navigation easier
The average attention span of a human being is 8 seconds, which means that’s how much time you have to grab your customer’s attention and keep them on your eCommerce website. The best way to do that is to create a website that is user-friendly and easy to navigate so that visitors can have a great experience.
For example, start by choosing a proper layout for your website so visitors can get used to the design and become pros at navigating it. Then make sure you categorize your products clearly so they can easily find them.
You can use parent categories with names describing features of the group and subcategories which will include specific product types. Don’t forget to add a search bar to help your visitors find what they came to buy.
Improve your checkout process
One of the most essential steps for consumers to decide whether they will buy from your store again is your checkout process. If you have a complicated checkout procedure, the chances are you will see an increased number of abandoned carts. So, if you want to enhance customer satisfaction, you need to have a seamless checkout process.
Start by offering your customers different types of checkout options, especially those that are most commonly preferred by your shoppers. Then, make sure your shopping carts are easy to use so your customers can add, remove, or change items on the list hassle-free.
Lastly, make it easier for your customers to fill out the shipping information by including checkboxes and allowing them to choose between standard or expedited shipping options.
Deliver An Omnichannel Experience
According to a study by the Aberdeen Group, companies that offer a well-defined omnichannel customer experience can increase their customer retention rate by 91%. As a result, you should consider providing an excellent omnichannel experience if you want to increase customer satisfaction.
Although there are several ways you can achieve this, most eCommerce businesses choose to incorporate live chats and chatbots on their website in addition to using various social media platforms for customer service.
For example, chatbots have allowed customer service to be available 24 hours a day and have automated responses to frequently asked questions.
No matter which strategy you choose to boost customer satisfaction for your eCommerce business, the key is to always keep your customers’ needs in mind.
Remember that improving the overall customer experience is an ongoing process that requires time and careful planning so your visitors can be thrilled about doing business with you. This will further benefit your business by increasing your conversion rates, improving sales, and driving more traffic to your website.
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