What is eCommerce Customer Experience?
Customer experience is the perception customers create based on their interaction with a company, whether they take place in-store, online (your eCommerce store or on social media), or over the phone.
When it comes to eCommerce, customer experience is about how effectively customers feel your business communicates and connects with them. This often influences their future behavior.
Why is customer experience so important for eCommerce?
Great experiences impact brand loyalty and customer retention, as well as encouraging positive online reviews and word-of-mouth marketing. A survey made by PwC found that 65% of respondents said that a positive experience is more persuasive than the best of advertising.
A negative customer experience on the other hand ca result in negative reviews, bad word to mouth marketing and an overall loss of brand credibility – so perhaps it’s time to consider reinvesting your advertising budget.
How can you improve eCommerce Customer experience?
The first step would be to put yourself in the customer’s shoes and be aware of trending behavior in the industry. Then you can work on making every interaction with your business as easy as possible. Here are a couple of ways to do so:
Deliver a great mobile experience
This year sales made on mobile devices exploded worldwide, thanks to the COVID pandemic and to more shoppers moving to mobile. Nowadays eCommerce merchants need to ensure that their listings and product images are optimized for mobile devices and have a mobile app –whether they sell through their own website or a third-party marketplace.
Offer an omnichannel experience
More and more customers expect a smooth and streamlined omnichannel experience. So instead of driving traffic to a website or online marketplace, merchants need to bring their products to wherever their audience is – whether they’re browsing Facebook or Instagram, or looking to take advantage of their Amazon Prime membership.
eCommerce sellers who list their products on multiple platforms, social media, third-party marketplaces, and physical retail stores offer the best customer experience. With social media commerce being the fasters increasing driver of online sales, this is an area that many sellers will need to focus on.
Create great product pages
Try to create product pages that tell the customers everything they want to know about the products without bombarding them with too much content.
Images and graphics are a great way to provide lots of detail without overwhelming visitors, but you should also include product-specific details such as size, color, weight, materials, model numbers, and expected shipping times. This can help get a sale in while also reducing negative feedback. The more the customer knows about a product, the more likely they are to be happy with their choice.
Create a simple checkout process
A great example is Instagram’s latest shopping feature that is considered to be revolutionary simply because of the ease with which consumers can make a purchase.
The other eCommerce merchants can learn from this simple example, by making their checkout process as easy and intuitive as possible. Consider enabling guest checkouts and providing convenient customer support through livechat. You should also check if your shopping cart software has a save cart feature, as this will provide a positive eCommerce customer experience across all devices.
Provide fast and free shipping
Where possible, you should consider enhancing your eCommerce customer experience by offering free shipping on your orders. Over 75% of customers have come to expect this when shopping online.
Offer fast and effective customer service
If you have a multichannel web presence, expect multi-channel support queries. Nowadays, customers expect a quick response to their queries, whether they contact you through Facebook Messenger, email, or tweets.
Offering fast, friendly, and effective customer service is key to providing a memorable eCommerce customer experience. The faster you can engage a customer that is having issues, the more likely they will forgive you.
How Nventree can help you create a positive eCommerce experience for your customers?
Nventree is an inventory and order management software that was specially developed to help users manage their business from one simple, easy-to-use interface. The software seamlessly integrates with your sales platforms, offering you an overview of your business’s performance.
Nventree can help you avoid overselling or missing sales – the software was specifically built for multi-channel inventory management in mind. Whether you are selling on marketplaces such as eBay, Amazon, or your own custom sales platform, Nventree can help with controlling the inventory levels and making sure you don’t sell products that you don’t have in stock. The software also features auto-emailing that allows you to send instant notifications to your customers when you’re processing their orders.
If you have any questions regarding how the software works and how can it help your business grow, do not hesitate to contact us!