One of the leading causes of stagnant or declining sales within a company is a poor customer experience online. Even the best products can fail to sell as well as they could if they don’t have an optimal online platform. Many business owners say that they simply don’t have the funds to upgrade their website or that they are too busy to go above and beyond for each order. The fact is that the customer experience, no matter how good it is, must always be improved on. The following list describes some of the ways you can begin improving your customer’s online experience right now.
One of the main things that companies can do to maintain a positive customer experience online is to implement live chats. In fact, 64% of organizations believe customers should be able to communicate through a live agent. Understandably, many business owners are hesitant about doing this as customers tend to have common questions, and answering their inquiries could take up a large portion of the day. A simple way to alleviate this issue is to implement chatbots into your website. Bots provide simple answers to common questions and will only direct the most complicated ones to a live representative.
A clean website that is easy to navigate is a must for anyone seeking to make a profit. Customers are busy, and they might even be at your website to check out your business for the first time. The last thing you want is to make things so complicated on your website that a potential customer simply logs out before seeing what you have to offer. Avoid overselling on your homepage or adding too many subsections to your navigational toolbar.
Customer Experience Analytics
Unless customers are telling you directly what they are having issues with, you might not know where to even begin improving your website. One of the best ways to understand customer pain points is to begin tracking the movements of your customers as they navigate your website. This will provide you with detailed information regarding the areas they clicked on, refreshed and exited out of. Through this method, a business can begin improving pain points to reduce exiting and abandonment of checkout carts.
In conclusion, maintaining and improving your online customer experience can drastically change how customers interact and think about you. Make a commitment to research your website and determine areas that can be improved on or fixed.