How to Improve the Customer Experience on Your E-commerce Portal

Customers are the foundation of any company in any industry. Business objectives and marketing strategies are designed to meet the needs of consumers and target audiences.

Customers' importance should not be underestimated in the digital age. Right now, your competitors may be providing similar products and services to the same customers. To avoid missing out on a sales opportunity, make sure you have something unique to offer your customers.

Customer experience is a critical factor that can help you outperform your competitors. The better the online customer experience you provide, the more sales opportunities you will have. It is the most important factor in distinguishing your company from competitors. In fact, 70% of purchasing decisions are influenced by how customers perceive they are being treated.

Data security advancements that allow for secure payment methods while reducing the possibility of online fraud have largely contributed to a massive increase in e-commerce sales and revenue.

Customers prefer online shopping because it is convenient, inexpensive, and offers a wide range of options. However, due to a poor website customer experience, 80% of buyers would stop purchasing from a company. To avoid losing customers, e-commerce businesses must improve overall customer satisfaction levels.

This article discusses some actionable practices that can help improve the e-commerce customer experience.

To begin, your website should be simple to use for your customers. You should ensure a flawless user experience on your website, from product pages to check-out pages. Even if your customers are attempting to empty their shopping cart, the navigation should be simple.

Second, customers prefer websites that are simple to use and allow them to browse products and find exactly what they are looking for. Your online store, like a physical store, should be organized into categories. In the back end, everything should be tagged and categorized. Most well-known e-commerce CMS systems allow you to accomplish this. However, not all ready-made e-commerce platforms will meet your specific requirements. You have complete control over the look and appearance, as well as the most important functions, of your portal with custom e-commerce development. In contrast to ready-made solutions, which are rigid and cannot be fully customized, a custom e-commerce website design provides a great deal of flexibility.

Third, your website should be mobile-friendly. With an increasing number of online sales occurring on mobile devices and more shoppers shifting to mobile, e-commerce businesses must ensure that their listings and product images are optimized for mobile devices – regardless of whether they sell through their own website or a third-party marketplace.

Buyers want to know that their personal and financial information is secure when shopping online, so payment methods on your website should be secure, safe, and simple. Furthermore, you must ensure that your website allows your customers to pay using any of their preferred payment methods.

Invest in payment gateway solutions with multiple layers of security. Data encryption will ensure the security of customer transactions. Using an online payment gateway protects your buyers' information and reduces the severity and frequency of online fraud risks.

If possible, offer a variety of payment options, preferably those that are widely used. As a result, you are making things easier for them while also increasing customer loyalty, which will eventually lead to higher revenues.

An abandoned cart is frequently the result of a difficult checkout process. The checkout process should be simple and quick. A buyer should also be able to see their shopping cart so that they know how to complete the order.

The e-commerce industry loses thousands of dollars each year as a result of abandoned shopping carts and canceled purchases during the checkout process. You may want to use automation to analyze the patterns behind abandoned shopping carts to improve the vulnerabilities in your checkout process.

During the checkout process, the buyer must be able to see the value of their cart as well as all relevant information. Displaying information about user-related deals and discount coupons can also help boost sales. Finally, to avoid last-minute cart abandonment scenarios, an e-commerce store should ensure that there are no delays during the checkout process.

Conversational artificial intelligence (AI) in the form of chatbots is sweeping the eCommerce industry. Chatbots are programs that communicate with customers via a live chat interface. They can be installed on your website or integrated into platforms such as Skype, Facebook Messenger, and even Alexa.

The most basic types of chatbots can scan user inquiries for keywords and respond to them. More powerful chatbots can use Artificial Intelligence and Machine Learning to provide a more personalized user experience based on a specific customer's data.

Chatbots, unlike humans, can provide service 24 hours a day, seven days a week, without the long wait times associated with traditional human customer service. They never tire, so you don't have to worry about providing poor service. Chatbots relieve you of the repetitive and monotonous task of answering simple questions indefinitely. If a chatbot is unable to respond to a request, it forwards it to a human specialist who can assist with the problem.

Many businesses use CRM software to keep track of individual customers' data. It is critical to understand each customer's data so that the sales team can communicate with them effectively. It is beneficial to have all of the necessary information so that each customer can receive personalized service.

CRM can significantly improve sales process efficiency by providing instant access to data such as contact information, purchase history, customer service contact history, and more. This information is important because it allows you to anticipate your client's needs and, as a result, provide an excellent customer experience.

Collecting and integrating customer feedback data into your CRM gives you a better understanding of the needs of your customers in relation to the product or service you provide. These insights can be used to identify problems and improve your offering to better meet the needs of your customers.

A smart e-commerce customer service strategy is essential for business growth. You will get 360-degree customer profiling and ensure 100% customer consent across all touchpoints with customer identity and access management solutions. This enables you to create marketing and loyalty programs that are tailored to your target audience.

Customer experience may not be the favorite activity of most businesses, but it should be a major focus. Analyze your customer service and look for areas where you can improve when looking for ways to improve your e-commerce website.

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