A great customer experience should be a vital part of your business strategy.
How to Improve Customer Experience on Your Website
Offering outstanding customer experience will result in winning new customers, retaining the existing ones, and getting constant purchases.
In today’s digitalized world, your site plays an important role when it comes to making an impact on your customers’ experiences.
In fact, if you have an online business (like a membership site or SaaS), your site might be the only thing influencing and forming the customers’ experience.
For this reason, it is essential to create the best customer experience possible on your website. Let’s take a look at 6 areas where you can take action to achieve this.
1. Personalization Is Key
According to research, more than 70% of consumers are more likely to shop from retailers that recognize them by name and offer recommendations based on their buying history and past searches.
Personalization is there to make your customers feel valued and appreciated. Helping shoppers find what they’re looking for faster is a great way to improve your customer experience and, as a result, increase your bottom line.
A study by Gartner found that personalization could enable online businesses to boost their profits by up to 15%!
2. Offer Excellent Customer Support
Customer support can make or break your business’s reputation and relationship with your customers. That’s why this is an area where you need to put the most effort in order to meet your customers’ needs.
Besides the standard support channels, like phone and email, you can also use chatbots. Chatbots are faster and can save you resources and time in the long run. In addition, you can offer live chat support.
Consider taking things to another level by offering ‘WhatsApp chat on website’ as a customer support option. More and more customers value the opportunity to use their favorite communication channels when communicating with their favorite brands and businesses.
For many people, that channel is WhatsApp, which has more than 2 billion users. By offering this extra support option, you’ll be providing another efficient channel through which customers can reach you quickly and have their issues resolved.
3. Check Your Site Speed
According to reports, more than half of your website visitors will leave your site if it takes more than 3-4 seconds to load.
That’s right, as the internet gets faster and better, people’s expectations are also increasing. Slow loading times can also hurt your Google rankings as loading speed has become a ranking factor.
Considering all this, it’s not difficult to understand the impact your site speed has on your visibility, customer experience, and your sales.
Start by running a site speed test using tools like Google’s Test My Site or Pingdom. These tools will help you detect the issues and suggest improvements that will boost your website speed.
4. Show Off Customer Reviews
Nowadays, nearly 90% of consumers check online reviews before making a purchase decision, and more than 45% of them consider positive customer reviews as one of their most important purchasing factors.
For this reason, implementing customer feedback on your site can be very helpful.
How? By reassuring site visitors that your products are of good quality and persuading them to choose you over the competition.
Just think about it: shoppers can easily compare you to other businesses, which makes it harder for you to stand out. But by showcasing reviews at different touchpoints, you will ensure your site visitors that your business is legitimate and other people have already used your services.
5. Ensure That Your Checkout is Simple
Research has shown that more than 20% of buyers will abandon their shopping cart if they’re forced to create an account at checkout.
Allowing your customers to checkout without having to create an account is a great way to prevent them from doing this.
Although this may not seem like a major setback to you, you need to keep in mind that people live frantic lives and don’t have time to fill out forms, even if the process takes less than 2 minutes.
Consider creating a one-page checkout like Amazon. This kind of checkout displays all the elements, including cart contents, shipping options, shipping and billing address, and payment info on one page, making the checkout process much simpler with fewer clicks.
6. Offer Multiple Payment Options
A survey by Paypal found that nearly 25% of customers abandoned their transactions at checkout because the store didn’t offer their preferred method of payment.
In order to meet these customers’ different needs and make sure most of them will be able to buy from you, offering multiple payment options is absolutely necessary.
This includes debit and credit cards, mobile payment apps like Google Pay and Apple Pay, third-party payment sites like Square, PayPal, and Stripe, etc.
The more payment options you accept, the more convenient it will be to buy from your site. That means a better experience for your customers and higher revenues for you.
Meeting your customers’ expectations (or even exceeding them) every time they interact with your business is the path to success and increased sales.
Having in mind that today, most customers interact with businesses mainly through their sites, it is crucial to ensure that your customer’s journey is seamless, from the top of the funnel to checkout.
By using the 6 strategies outlined in this article, you will be able to reduce churn, improve brand loyalty, and boost your revenue.