Since e-commerce started, there have been a lot of changes in the way online businesses have operated. Technology has allowed them to have a wider market, especially with social media’s popularity. Even brick-and-mortar shops have created their own online platforms to reach more people as opposed to just keeping their customer contacts within the sphere of their physical stores.
The introduction of mobile apps has also given them ways to serve their customers and make their online shopping experience better. Some of them even tie-up with other companies and collaborate on repair management software or a reverse logistics app to further enhance customer experience on their sites.
That being said, every online business should make it a point to keep their customers’ overall shopping experiences more than just satisfactory. We have listed a few ways that online retailers can improve customer satisfaction online.
9 Ways to Bring Your Online Shop’s Customer Satisfaction Up
Make navigating your site user-friendly.
Any customer or visitor to your site should be able to navigate it with no problems. Keep in mind that people today have shorter attention spans and any unnecessary clicks might cause them to close the window and move on to another shop that’s a lot easier to use.
Be sure to have customer reviews on your page.
Customer reviews are vital because they allow you to grow. But these reviews and feedback are not just for you. Other visitors use customer reviews as their basis for wanting to do business with you or not. It gives them the perception that you have nothing to hide from people and you’re 100% transparent and reliable.
Make getting in touch with you easy for customers.
One of the things that make or break a site’s overall customer service has to do with how easy or hard it is to contact the company. Most people don’t have the patience to hunt down your contact details so make it easy for them to contact you and connect with you by providing all of your contact details on your page.
Take advantage of color psychology.
Color psychology is not just for food or interior design. It can also be applied to your website and blog sites. For instance, online shops that use booking engines can use the color green for their payment or checkout buttons as that particular color stands for “go” like in a traffic light.
Make sure stock availability is visible on your page.
For sites that are selling tangible products like clothes, books, replacement parts, and other items, a stock-availability indicator on your page would be a big help to your customers. This allows them to manage their expectations about certain products they are looking for and expectation-managementis one of the keys to customer satisfaction.
Live chats are crucial.
Live chats are popular nowadays. They seem to now be the trend when it comes to online customer service because it allows customers to have their concerns addressed in real-time. This way, you’re giving your customers an easier time to get ahold of you instead of picking up the phone or waiting for an email reply.
Have a reliable FAQ page where customers can refer to for DIY solutions to their concerns.
Sometimes folks just don’t have the time to wait for a live chat representative, so they prefer to solve their concerns on their own. This is where a reliable FAQs page comes in handy. Provide as much detailed information about your site, products or services, and troubleshooting solutions so that your customers can easily find the solutions to their problems and answers to their questions.
Keep checkouts as simple and easy as possible.
One thing online retailers should take note of: keep the cart process easy and streamlined. Don’t make checkouts complicated for your customers, otherwise, they might take their business to your competition. They’re already willing to buy from you so don’t make the transaction hard.
Offer free shipping on certain purchases.
One of the things a lot of customers look forward to is freebies. Of course, they understand that not all of their purchases will have free items included which makes this a very pleasant surprise for them. Offering free shipping on certain deals makes you the hero as shipping and handling fees can be burdensome on buyers. If you can afford it, it’s worth doing for your customers.
Your customers will always matter because they are the ones that spend their hard-earned money on your goods and services. Improving their overall experience on your site is just a small way of making them feel valued and appreciated. Don’t miss out on this opportunity to thank them and connect with them.
