Customer experience (CX) is going to be the focal point of ecommerce businesses this year. If ecommerce businesses (small or large) do not focus on customer experience, they are bound to loose as much as 23 percent of their annual online revenues. It is not an understatement that customer experience is soon going to come along with price and product as a vital brand differentiator.
“Gartner data states that around 42% of CEOs believe that enhanced CX can be a crucial factor in driving more traffic. On the other hand, for 80% of B2B customers, CX is a key element that influences them to decide to make purchases from a particular ecommerce website.”
Here are the ways you can take into consideration in order to improve the ecommerce experience of the customer in 2017:
1. Make it Personal
Personalization of the ecommerce store can bring businesses immensely positive results. More than 59% of ecommerce businesses are enjoying remarkable ROI that was possible only after they began focusing on the personalized aspect of their ecommerce stores. Also, if you emphasize on personalization of your store, you can enhance the customer retention, too. There are various ways through which you can personalize your ecommerce website, such as by having a personal ‘Hello’ page, by communicating with visitors in their native language, having a list of recently viewed items, providing a ‘Wish List’, identifying the location of the customer and giving information regarding the delivery. You can also make the most out of personalized emails through which you can send them birthday wishes, info about upcoming sales, offers, and discounts.
It is very important that businesses ensure that despite the device over which their ecommerce website is being visited, (whether on a computer or a smartphone) it must load quickly. With the increasing number of websites, Visitors have numerous choices available and if your website takes the time to load, then the customers are just a click away to a website which is faster than yours. Visitors tend to visit such websites where the loading takes a few seconds or less.
3. Voice Search
With advancing technologies, digital assistants are not a technology feat of the future. We have already seen their rise in the previous year that has increased the number of smartphone users who are using voice search. The usage of voice search is going to be even popular this year. Google Assistant, Siri and Alexa are world known examples of voice search technologies.
“SundarPichai, CEO of Google says that the popularity of voice search among users in the United States can be seen by the fact that 1 in 5 searches made with the Google Android app is a voice query.”
Voice search technology can be a key contributor in enhancing the customer experience as it helps in getting faster results and if their vision or hands are occupied, they can make the most out of it.
In the last year, we saw an incredible rise in the use of Chatbots that had an incredibly positive effect on customer experience. Due to its quick, speedy and credible manner, the usage of Chatbots will increase even widely in 2017. Ecommerce businesses are going to make most out this technology, as it is a very easy way to communicate with the customers, retain their attention and bring their brand closer to the audience. Chatbots can be helpful in almost every quarter be it simply placing an order, access to data, receipts, attending a customer query and even assisting the customers during their searches while they shop.
How to Improve Ecommerce Customer Experience in 2017 – An Infographic
5. Explore the Mobile World
Another guaranteed way through which businesses can improve their customer experience is by designing a mobile app. More and more customers are using smartphones these days and businesses will be losing out on a huge customer base if they are not prepared for mobiles. The application should be easy to install and use. Businesses can also provide special offers and discount coupons for customers who are shopping through the mobile app.
6. Let Consumers Try on Products Virtually (Augmented Reality)
If you provide the option of letting the customers try on the products virtually with the help of Augmented reality, you will see an immense rise in the traffic. If you are able to successfully able to change the imagination of customers into reality, more and more customers will be attracted to your website. Around 77% of customers are looking forward to using augmented reality to observe the various product differences. For instance, when a shopper is able to precisely see how a wall clock would look in their room, they will add the item to the cart with contentment as soon as possible.
7. Less is Often More When it Comes to Content
Customers are attracted towards the website that doesn’t have an excess of content whether it is written, images or videos. As they visit your website, their screen will be covered by the content, thus acting as a hindrance to their experience. Ensure that the content is less distractive and more visually appealing.
8. Reduce Abandoned Carts
If the customers visit your website and add products to the cart but eventually end up abandoning it, you must soon figure out why and fix the issue. Businesses can use the A/B and user experience testing tools to know the reason why customers are leaving the website.
Make sure to keep the above points in mind and you can easily improve the ecommerce customer experience.