E-commerce ventures are always looking for ways to refine their customer experience. After all, the better the experience, the more likely customers are to return and make additional purchases. But what makes an exceptional e-commerce customer experience? How can you create one for your business? Here's a quick guide to get you started.
What Is E-commerce Customer Experience?
When a consumer takes part in any kind of online communication or transaction relating to a product, it is referred to as an e-commerce customer experience. It can include product advertisement, website, purchase, shipping, delivery, customer support, etc.
What Qualifies As An Exceptional E-commerce Customer Experience?
A hassle-free purchase and post-purchase order management with proactive consumer engagement will qualify as an exceptional e-commerce customer experience.
In this article, we have put together a list of crucial features that will be a quick guide to creating an exceptional e-commerce experience.
A Quick Guide To Creating an Exceptional E-commerce Customer Experience
We know that many factors can determine a comprehensive e-commerce customer experience. But it is essential to be aware of the fundamental aspects that define a successful online platform to deliver satisfying customer service. So, here is a quick guide to creating an exceptional e-commerce experience:
Easy to Navigate Website
Let's start with a website, the primary platform that projects your online venture into the market. When customers are looking for a satisfying buying experience, an easy-to-navigate website with the following features will do the trick to leave a lasting impression.
Whatever aesthetics you are looking for in your website, a simple design would be ideal for retaining customers regardless of the kind of product you are projecting.
- Let your Merchandise Stand Out
Do not clutter your page with too many products, and make sure your merchandise stands out with readable and simplified informative content.
- Make your e-Commerce Website Mobile-Friendly. Companies are mostly using SFCC as their e-commerce platform these days. Salesforce Commerce Cloud integration allows businesses to seamlessly connect and synchronize their e-commerce platform with their Salesforce CRM, enabling them to better manage and grow their online business
With more than half of the global population having access to cell phones, it is paramount to keep your company's website mobile-friendly to reach a wider audience.
- Keep the Clicks to a Minimum
Customers do not want the hassle of going through too many clicks to reach their desired products and information on your website. So you must present every information with accessibility in a few simple steps.
- Well Segmented
Categorize the products, services, and your company's profile in a well-segmented manner to offer a clear and concise presentation.
2. User-Friendly Check-Out and Security
Checkouts can be tricky and if your customers have reached the final leg, make sure that they don't abandon the cart with the following essential protocols:
- Simple Cart Page
Cart abandonment is a perennial problem in sustaining e-commerce purchases. It is crucial to provide all the essential information on the cart page like pricing, items selected, the number of items, delivery dates, etc., with relevant product suggestions.
- Guest Check-Out
Customers are not always looking to register with your business. So a guest checkout option would not push away many potential customers. A one-time buy can be a simplified process through obtaining the customer's email or contact number that can be reached later.
- Straightforward Process
Keeping the check out a straightforward process with linear steps to the final payment. Furthermore, it will be convenient for customers to go forward with their purchases without unnecessary personal information.
- Instill Trust Through a Secure Site
Customers are always wary of the security measures taken by online companies to protect payment details and personal information. Therefore, ensure that your online platforms are presented with security batches. That would instill more confidence in your buyers to purchase their desired products.
- Providing Dynamic Payment Options
There are a considerable number of payment options available in the market today. Therefore, your business can never go wrong with offering multiple payment options. They include COD, online wallets, UPI, net banking, and credit vouchers.
3. Capture the Consumers Imagination With Marketing
Push your company towards providing an exceptional e-commerce experience with marketing. Create a robust content marketing team to pursue the following leads:
- Present a great copy
A persuasive and straightforward copy would be the shortest distance between your business and its potential customers. So, push your content team to deliver creative material persistently without beating around the bush.
- Keep it Updated on the niche.
If your merchandise is a niche product in the market, keep pushing updated marketing ideas in the pipeline. They will quickly recognize customers because niche products need that extra thrust to find their relevant market identity.
- Generate Visual ideas
Graphic presentations and videos tend to catch the eye of customers quickly and linger on in their subconscious. So, never shy away from creating visual content to find that elusive high ground in accumulating a solid customer base.
- Customer Reviews Build Loyalty
Since online reviews are as good as word of mouth, enable your online platforms to incorporate customer reviews. They help build trust and provide first-hand experience in buying and using the products.
4. Shipping Services and Delivery Experience
Shipping and delivery service can be divisive factors for creating an exceptional e-commerce experience. The following elements determine it:
- Multiple Carrier Partnerships
Multi-carrier partnerships will provide significant leverage to your e-commerce business. You can expand your online platform confidently, utilizing many premium services from the top logistics companies. Many logistics service providers offer unique features that can be beneficial and customized to suit any business.
- Real-Time Order Tracking
End-to-end transparency of the shipping process will ease the customer’s mind. Your e-commerce venture will significantly benefit from providing real-time order tracking status and notification for your customers. Order status notifications can be sent through emails, SMS, Whatsapp, and IVR.
- Providing Express Delivery Speed
Delivery speed is one of the significant features in getting the consumer's attention. Because customers can demand a lot of expedited delivery options. They include same-day, next-day, 2-day, hyperlocal, and super express delivery services. Also, sending SMS reminders about delivery is important for boosting customer experience.
Moreover, fast-tracked delivery services can be a massive incentive for online purchases.With that said, you need to place a lot of trust in your courier service to deliver goods on time. Make sure you research any service you plan to use before signing up; your reputation depends on it.
- Security and Quality Checks
Products go through an extensive supply chain consisting of warehouses, distribution centers, and vehicles. The right logistics partner will provide services with regular quality and safety protocols. As a result, security and quality checks can maintain the integrity of the supply chain. Make sure to integrate them into your business operations.
While placing value on delivery experience is expensive, the consequences of poor delivery experiences will always cost your company more in the end. Not only will it impact sales and customer loyalty, but it will be hard to shake your poor reputation in the future.
5. Make Modern Technology Part of your Business Infrastructure
Today, we have access to multiple tech innovations like logistics intelligence software, drones, self-driving cars, and advanced human resource management. For instance, logistics intelligence software helps you manage shipping operations for any order bandwidth. All you have to do is select the right one for your business.
A good shipping tracking software will streamline your business operations with automation tools and intelligent algorithms. So make use of modern tech to expand your online venture with an exceptional e-commerce experience.
6. Returns and Refunds
Product returns are part of any e-commerce business. So, it is essential to provide a clear returns policy for your customers. Whether the product is returned for exchange, replacement or refund, it is done efficiently and quickly. A good policy will make customer life easy with returns initiation.
To make returns easy, partnering with suitable carriers and having efficient returns management software will do the job for you.
7. Offer Additional Benefits and Services
The customer satisfaction scale can be tilted towards a positive spectrum with strategic ideas. Providing additional benefits and services along with a product purchase will turn a lot of consumers towards your business.
Price discounts, free delivery, extended warranties are some of the additional services your online company can offer. Therefore, make sure you provide a great product package with useful ad-on.
8. Reliable Customer support
Inefficient customer support can break your business. Your online platform’s reputation will suffer without reliable customer support to resolve customer queries and complaints. So make use of Automation tools, well-trained human resources, and communication channels to create proactive responses for escalations.
Every business is different, and so are its customers. Crafting a unique experience for each customer may be the key to success in e-commerce. In this blog post, we’ve covered some of the most essential features that will be a quick guide to creating an exceptional e-commerce experience.