Delivering exceptional customer service in ecommerce is not always as straightforward as it may seem. However, by being proactive and strategic in anticipating what the customer wants and needs, you can provide a more robust customer experience. This approach can fill the gaps in customer service and elevate your business. But what exactly does the customer want?
Customers want brands that can meet their needs. Vague, right? But it’s true. They want brands to take care of their needs and make things easier for them. In ecommerce, making life easier for the consumer is the best way to ensure that you elevate customer service and deliver exactly what people are looking for.
Let’s take a look at some ways you can make it easier for customers to deliver exceptional customer service.
Improve Speed Times
Your site needs to be easy to get onto, and this means you need fast loading times. If they have to wait, or your website loads slowly and disjointedly on any device, they’ll simply turn off and won’t wait to struggle through product pages, for example, or finding what they want. Enabling caching, minimizing javascript and CSS, minimizing HTTP requests, and avoiding redirecting can all help to speed up load times.
Self Help
Self-help options on your ecommerce site mean providing consumers with the information they want and need when they need it. They don’t want to have to contact people or wait until trading in hours to get answers. They want details now. You can do this by ensuring you have thorough product decisions and clear shopping costs and methods on either product pages or a dedicated page. You need to have terms and conditions clearly sign-posted if not on product pages, and you need FAQS and even a chatbot to answer common questions or allow people to check accounts or order statuses, for example. A chatbot for conversational marketing can boost conversions and customer satisfaction levels as you can customize it for your business to deliver exactly what the customer wants.
Navigation is Key
A clear and defined navigation structure is vital for boosting satisfaction using any website. You need to have a clear and well-organized menu that allows people to quickly find what they need, with all pages listed in appropriate categories to move around the site. You also need a search bar for self-searchers to put in exactly what they’re looking for and go at it directly, missing out on the rest of the site. On top of this, you can use suggested products or pages on the listing and product pages to let people see other options available if the one they are looking at isn’t right. This can allow them to click through with ease without further searching.
Personalization
Personalizing the customer experience in ecommerce is not as complex as it may seem. By utilizing the data you hold, you can easily provide a level of personalization that customers appreciate. For instance, suggesting similar products based on their browsing history or displaying commonly used products on the home page can make customers feel valued and understood.
