10 Ways to Improve eCommerce Customer Satisfaction
2021 was a real game-changer for the retail industry. And with more and more people shopping online than ever, there is a huge opportunity for eCommerce brands to deliver exceptional CX this 2022. Offering seamless and personalized experiences not only helps in driving profits but also helps in building long-lasting relationships.
However, the state of eCommerce customer satisfaction is not a pretty picture for online retailers. A stunning 80% of consumers have abandoned an online shopping cart in the last 90 days meaning, on average, that $2 trillion worth of merchandise is left behind. This is primarily due to poor UI and UX design, but there are many other factors to consider, such as delivery speed and costs. Let’s look at 10 easy ways to improve eCommerce customer satisfaction.
Make sure customers can browse easily.
Creating a user-friendly website is essential to attracting and retaining customers. If customers can find what they're looking for in a short period of time, that's a win for everyone.
Customers should be able to quickly find things they're looking for by typing keywords or phrases into a search bar that appears on the store's home page. This saves them time by eliminating the need to go through numerous subcategories to discover what they're looking for.
Product categories should be featured at the top of the page for customers who don't want to use a search box on the homepage. Suppose someone is seeking a specific product like a particular brand of laptop or makeup palette. In that case, they can obtain this information fast by typing it into the search bar or going straight to a category like apparel or electronics. The
Incorporate social media into your business.
Social media should be a part of your online store's marketing strategy. Online customer satisfaction can be improved by making it easy for customers to share their experiences on your site via social media. They can help you get your name out there by promoting things they enjoy or deals that you're running, without you having to do much of the effort yourself.
Improve employee experience
Higher employee satisfaction is correlated with higher customer satisfaction. A company can't have happy customers if it doesn't have happy employees. This makes intuitive sense: if you're not happy at work, you're probably not going to go out of your way for the customers. But there's also empirical evidence that companies that score higher on employee satisfaction have happier customers.
That's why it's important for a business to understand what its employees value and to prioritize those things. The best way to do that is through surveys. You don't want to ask your employees hypothetical questions; you want to know what they really think of their jobs and how they would like them to be better.
Of course, it doesn’t stop there. Listen to your employees’ feedback and see where your business can improve, and make sure to apply them.
Provide an easy, breezy checkout process.
Checking out can sometimes be a pain. It’s either the checkout page loads too slowly, the forms are too long, or the payment options you want aren’t available. As a business, you need to make sure that it's easy to use, with a straightforward shopping cart and secure payment options. Having many checkout options, including Paypal, ensures your customers don't go to checkout and discover you don't accept their chosen payment method.
Have an amazing product and customer support readily available
Customer support plays a critical role in retaining customers. According to Zendesk, 42% of customers have stopped doing business with a company because of bad service experience.
Increasing customer loyalty is as simple as providing superior products and customer service. Online customer service is becoming increasingly popular as more people shop for your items on the web. By having various channels for customer support including live chats, product support websites, forums, etc., you can boost the likelihood of customers getting their issues answered and increase customer satisfaction.
In addition to providing multiple channels for your customers to reach out to you, ensure that your agents are equipped with a knowledge base and chatbots to efficiently answer incoming queries. When it comes to training your agents, making sure that they are trained on your products and services will help them provide better answers to common issues.
Up your content game
Make use of compelling, funny, educational, or entertaining content on your website. Depending on your target audience, this can be a very effective customer acquisition tool depending on your target audience. Content can be used to attract and build your audience, plus it helps position your brand as an authority in the subject.
By creating content that educates, inspires and motivates, you’re adding value for your customers by helping them understand the solutions you offer. This will help build trust and influence customer satisfaction.
Content can take many forms: articles, blog posts, videos, e-books, etc… You should aim to create content that establishes you as an expert in your field; covering topics that are relevant to your products or services.
The benefits of this method are twofold: You’ll create trust with your audience and they’ll be more inclined to buy from you, while simultaneously building brand awareness and authority.
Include High Quality Pictures
When customers are trying to make a purchase decision, they heavily rely on high quality images of the product. If customers can't see what they are buying, they might be reluctant to make a purchase from your store. Including high quality pictures will help increase customer satisfaction because it allows them to see what the product looks like before making a purchase decision.
Optimize the Mobile Shopping Experience
A lot of people use their mobile phones to make purchases online. If your website is not optimized for mobile devices, you will miss out on the opportunity to increase sales and customer satisfaction. A mobile responsive web design is essential because it allows users to easily navigate through your website and view your products without any issue. If they cannot do so, they may get frustrated or leave the site altogether. In addition, you should also have a mobile app if possible so that customers can conveniently shop your online store on their phones.
Offer Free Shipping
Free shipping is a great way to attract customers and increase their satisfaction as well. Free shipping can be a great incentive for customers and allay in the decision making process. If a customer sees that free shipping is available, they are more likely to go through with their purchase rather than simply adding the item to their shopping cart and abandoning it later on.
Allows Customers to Leave and View Reviews
You may not know it but customer reviews have proven to be an excellent way of adding value to your customers. In fact, most shoppers first check reviews before they can make purchases on an e-commerce site. This is because they want to learn more about a product before purchasing it and what better way than to get information from previous customers who bought the same products. Make sure you allow customers to leave their reviews on your site as this goes a long way in improving customer satisfaction.
Have a Well-written FAQ Page
FAQs (frequently asked questions) are very important pages on e-commerce sites and you need to make sure yours is exceptional if you want to retain your customers. Your FAQ page should have all the necessary information that buyers would love to know including things like shipping, payment, cancellation, and refunds among others. You should also ensure that your FAQ page is well organized so that customers do not have a hard time looking for answers.
Finding a solution for improving your eCommerce customer satisfaction does not have to be difficult. All you have to do is find those things that work best for your business and then implement them. Just remember: even though you are selling online, your customers still need to feel valued and respected as though they were in person because if this happens consistently, customers will return again and again. And isn’t that the ultimate goal?
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