The more memorable the eCommerce user experience is, the better your chances of converting prospects into paying customers.
However, delivering an excellent customer experience isn’t always a walk in the park.
You’ll have to understand your customers, including their pain points and preferences, to tailor your strategies and website features to best address their needs.
While all this can seem overwhelming, there are tried and tested tactics to help improve the ecommerce customer experience for your website users and potential customers.
Read on to find out how to do just that.
What Is the Ecommerce Customer Experience?
The eCommerce customer experience consists of the touchpoints, thoughts or feelings, and engagement that happens (or gets exchanged) between your customers and brand from the customer’s perspective.
Generally, the eCommerce customer experience encompasses everything that occurs from the moment a prospect hears about your brand, including engagement from your social media strategy, to the time they stop doing business with you.
5 Ways to Provide Memorable Ecommerce Customer Experiences
While there is no one-size-fits-all formula to delivering the best eCommerce customer experience, there are several reliable ways to do so.
1. Create a User-Friendly Website
The bulk of the customer experience happens on your eCommerce website. It’s where most of your customers’ first contact and initial impression of your brand occurs.
To get your website visitors to stick and, in turn, convert into paying customers, create a well-designed and functional website that caters to your prospect’s needs.
Your site should simplify whatever your potential customers want to accomplish on your site, whether they want to buy a product or subscribe to your services.
Create an eCommerce website that can deliver seamless user experiences with these tips.
Ensure Fast Load Speeds
Slow-loading web pages can frustrate your visitors, causing them to abandon your site, and you lose sales opportunities.
Provide Effortless and Intuitive Website Navigation
Easy-to-follow navigation allows visitors to do what they want quickly on your site, making the shopping experience seamless. It can encourage your visitors to buy (and purchase again).
Categorize Your Web and Product Pages
Setting up web and product page categories helps guide your visitors across your site, giving them a sense of orientation. It also reduces the effort it takes to find your content and products, making it easy for shoppers to buy from your store.
Include Landing Pages and Clear Calls-To-Action (CTAs)
Landing pages with compelling CTAs show the potential benefits your visitors can get from your products and services as soon as they get to your website. Shoppers won’t need to jump through hoops to determine the value your brand offers, contributing to a seamless experience.
Use reliable Content Management Software (CMS) to simplify creating and managing a customer-centric website.
A CMS eliminates the need to code your website from scratch or whenever you need to update or add content to your site.
Instead, you can use the CMS templates and tools to make adjustments, add content and elements, and update your website quickly and easily.
2. Automate Where You Can
Providing a convenient shopping journey is one way of giving seamless customer experiences on your eCommerce website.
The best way to deliver that convenience? Automation.
Automation helps you eliminate long customer waiting times and provide efficient services to your customers, improving their experience with your brand.
For instance, you can use top-notch customer service software with live chat features to instantly address common customer queries 24/7 on your website and other channels.
As such, customers can shop with minimal interruptions since they can get the help they need quickly without waiting for your business hours.
Consider these quick tips to provide an effective live chat feature for your eCommerce website.
- Compile the most common customer inquiries from your customer service reps and use them to configure your chatbot tool to answer these queries automatically.
- Ensure your employees monitor chat conversations to pick out complicated questions the bot can’t answer. You can use the information to configure when your chatbot should automatically field complex queries to your human customer service reps for smooth resolutions.
3. Provide High-Quality Product Content
One of the best ways to draw your customers’ attention to your items is by publishing compelling product content.
Product content includes your descriptions, images, videos, prices, dimensions, names, and everything else that can help your customers understand the items you sell.
Present your items clearly and attractively to draw your customers’ attention to your products while providing relevant information.
After all, the best way to convince shoppers to buy your product is to let them know what your product does and how it can help solve their problem.
For instance, some of the secrets to product descriptions that convert include:
Anticipating What Customers Want to Know
See your products from your customers’ eyes and provide content that can tell them what’s not visible in the picture, the benefits of the material or product, and why customers should buy the items.
Ensuring Uniqueness
Product descriptions with generic or sparse content won’t tell shoppers why they need your items.
Avoid copying and pasting descriptions from your suppliers. Optimize your product descriptions, make them your own, and ensure they address your customers’ needs.
Make your product content engaging, educational, and even fun to entice customers into buying while providing a memorable shopping experience.
4. Offer Personalized Recommendations
Data shows that customers are 40% more likely to spend more than they planned and 110% more likely to add items to their baskets when the shopping experience is highly personalized.
The figures highlight how you can never go wrong with providing personalized customer experiences.
An excellent way to provide memorable interactions with your brand is to offer personalized recommendations based on your customers’ browsing history and past purchases on your site.
You can also display a personalized greeting when your eCommerce website users log into their accounts.
Let’s say you provide digital marketing services.
You can display a popup inviting customers who viewed your content marketing service page to learn how to buy carefully-written content. It’s one way of providing personalized recommendations for your customers.
You can also use cues from your customers’ recently searched and viewed items on your site, locations, and previous orders to tailor the website experience.
Create customized campaigns and web pages based on your identified customer segments. Doing so helps you deliver highly-relevant content and personalized experiences to the right audience groups.
5. Leverage Customer Feedback
The most practical approach to providing seamless customer experiences on your eCommerce website is to understand your consumers’ sentiment and satisfaction.
Essentially, you’ll need to listen to what your customers feel and think about the eCommerce experience you provide.
Doing so can help you assess what you’re doing well (and not well) and improve the customers’ experience.
Ask your customers for feedback by running surveys. For instance, you can use a Customer Satisfaction Score (CSAT) survey to capture e-commerce experience feedback.
You can also take note of comments and mentions of your brand and customer experience on social media channels such as Facebook.
Use all your gathered information to identify weak areas and gaps and make the right adjustments to improve the eCommerce customer experience on your site.
Make the Ecommerce Experience Memorable
Providing a memorable and seamless eCommerce customer experience can help you improve your products’ and services’ quality.
An excellent customer experience also allows your business to stand out from competitors, build lasting customer relationships, and ultimately boost your conversions and sales.
Kick-off your efforts to optimize the eCommerce customer experience on your website with the practical tips in this guide.
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