customer experience

How to Improve Your Online Store by Improving the Customer Experience

Did you know that 53% of customers claim to have ceased doing business with an online retailer due to a negative experience or because a rival provided a better service? The issue is the lack of awareness of consumer experience in online shopping.

Putting time and effort into giving your consumers wonderful customer experiences through making changes in your eCommerce WordPress theme is worthwhile. But what precisely does “customer experience” (abbreviated “CX”) mean?

Customer experience, whether online or offline, on a desktop or mobile device, generally refers to every interaction a customer has with a business or a brand.

Starting your own online business is now easier than ever. However, opening your own business alone is challenging. Making the finest possible online customer experience is important if you want people to know about you and continue visiting your website.

Why is Customer Experience Important?

Simply, if you provide clients with a positive experience, they’ll buy from you again and be more devoted to your business. You’ll see advancements in:

  • Customer Loyalty
  • Customer Retention
  • Brand Equity
  • Referrals
  • Revenue and Growth
  • Customer Lifetime Value

Ensure Mobile Shopping

Give customers the chance to buy on the fly. Whether a consumer browses your online store on a PC or mobile device, you can develop an eCommerce WordPress theme for your online business or make sure it is responsive to all devices. Ensuring the consumer experience is effortless and functions effectively on all devices is crucial.

Provide Customer Review

Knowing someone else has already purchased something online makes it easier for customers to believe it. Because of this, many of the larger online retailers provide consumer reviews. It enables customers to decide for themselves whether or not they want to purchase from you.

Add Live Chat Option

A consumer may occasionally ask more questions regarding a product you’re selling. You can have that query answered the quickest by including a live chat option. They may then get in touch with someone immediately and acquire the information they want.

Use Good Images

Show your consumer the product’s appearance from all sides. It enables them to choose wisely before clicking “add to basket.” Additionally, ensure that the pictures are as high-quality as possible. They must have access to all available views. Another technique to aid clients in getting a thorough look is to add images to evaluations.

Provide Freebies

According to psychological research, customers are significantly happier when they think they are receiving something for nothing. Consumer behavior like this is not always logical. When consumers think they are getting something for nothing, they could even pay more. Businesses may undoubtedly benefit from this.

Try Products Virtually

Imagine describing how something might feel in your hands or your house. Today, augmented reality (AR) makes it feasible to put this into practice.

Utilizing augmented reality (AR) technology, you may bring clients’ fantasies to life. A buyer will buy with greater assurance and happiness if they can see exactly how their new furniture will appear in their house.

Understand your target audience

To make the right decisions about your products and marketing activities, you need to understand your customers. When you have a brick-and-mortar store, you can have conversations with your customers right there and find out what appeals to them. When your customers are online, you have to proactively take steps to learn about them.

By using analytics tools in your online store and point-of-sale (POS) system, you can identify purchasing patterns and preferences. While nothing can replace a face-to-face conversation, you still have lots of opportunities, including email, online chat, and phone calls, to ask questions to learn about your customers.

Use analytics to learn how customers find your store

You want to use your time and marketing resources wisely. By using analytics tools such as Google Analytics to research how customers who make purchases are finding your store, you can then better focus your marketing efforts. For example, if you get a lot of traffic to your cookware store from a blog post about healthy eating, you should write more content on that topic. If almost all your sales are coming from Facebook ads, it may be worth it to invest in more advertising.

Find your unique selling proposition

What do you offer that no one else can? What is the story behind your store, your products, and yourself?

Once you know what makes you different, you need to shout it from the virtual rooftops. You can include it in your tagline, make it prominent on your home page, announce it in social media ads, and highlight it in your email marketing. By building your marketing campaigns and efforts around your unique selling proposition, you give people a reason to come to your online store and, most importantly, buy your products.

Simplify customer experience

You want it to be as easy as possible for customers to find what they are looking for and then buy it. If your analytics show a high number of people are visiting your site and leaving without buying, your customer experience may be the reason.

Enlist friends and family representatives of your target audience and watch them go through the process of finding and purchasing items in your online store. Look for areas where they struggle or make missteps. Common areas to fix include your website’s search feature, product navigation, and checkout.

Focus on customer service

Customers value great service. According to a Zendesk report, 84% of survey respondents reported that customer service is a key factor when deciding whether to purchase. Create a contact page on your website that clearly shows how to contact you. Include a phone number, email address, and chat link if you have one. To help people get answers right away, add an FAQ page to your website.

Most importantly, when customers contact you, respond promptly. Since in-person conversation is rare with online stores, use the opportunity to build the relationship as much as possible.

Provide a chat feature on your website

Since the COVID-19 pandemic began, more customers have started to rely on chat to communicate with businesses. If you don’t have a chat feature, add one to your website and monitor it throughout the day.

Since you can’t be tied to your computer 24 hours a day, include an autoresponder to let customers know when you will return. You can also use Virtual Agent Technology (VAT), which is a plug-in for your website that immediately answers common and basic questions for customers.

Create a simple checkout process

While the checkout process is part of the user experience, it’s a big sticking point for many sales and deserves extra attention. Offer a guest checkout option so customers can buy without filling in long forms. Break up the checkout into multiple pages or an expanding page to keep from overwhelming the customer with buyer information fields. Keep the text short and concise. Use standard buttons and verbiage, such as a “Buy” button and a shopping cart icon.

Wrapping up

The motto “Customer experience is first and foremost” should guide everyone employed by a business that sells goods or services. Because in the modern world, as we have already mentioned, providing excellent customer service is essential for business success.

By following the above suggestions, you can help your consumers have the best experience possible with your online eCommerce WordPress theme. The main goal is to make the purchasing procedure as simple as possible. If you accomplish that, they will respect you and return for more. Contact us to provide the most satisfactory customer experience for your customers and grow your business.

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