Defining Customer Web Experience
Oct 9, 2021
Customer experience is the result of a customer’s encounter with a company website. When there is a tremendous frenzy for online shopping because you can buy anything from salt to robots, many players will inevitably want to get a piece of the pie.
This is why being a step or two ahead of your competition in providing a better consumer experience on your website can help you stand out.
A great customer experience strategy today should be engaging for customers while also resulting in revenue. Investing in your own consumers and ensuring that their journey is seamless from the top of the funnel to checkout is key to creating outstanding customer experiences.
Here are some practical techniques to improve the customer experience on your website platform.
Ways to Improve Your Client’s Website Experience:
1. High-quality Search Bar
A good search bar will improve your customer experience significantly. According to an eConsultancy study, 30% of users of eCommerce sites utilize the search bar to find products.
Why? Simply because not every visitor enters the funnel at the top. Some may have found you through social media, others may have seen you on other platforms, and yet others may have heard about you through word of mouth.
The key is that a search bar allows these visitors to bypass the customer journey and go straight to your product page and then to your checkout page.
Customers’ satisfaction levels tend to rise when they can find what they need more quickly, increasing your chances of converting that consumer.
2. Take Note of the Speed of Your Website
If a site takes longer than three seconds to load, most visitors will abandon it. Consumer expectations have shifted as the internet becomes better and faster by the minute. Because loading speed has lately been a search ranking element, a slow load time will penalize you on Google. With this in mind, it’s easy to understand how the speed of your website can directly affect your customers’ experience, purchases, and exposure.
Run a website speed test to see how you can speed up your page load time right now. This will vastly improve your customer experience, and then the more likely customers will remain on-site and purchase.
3. Provide a Variety of Payment Choices
You may believe that your audience is uniform, but this is not the case. Your clients may share a similar lifestyle and enjoy similar items, but that doesn’t make them identical.
The more traffic your website gets, it is more likely that your viewers are diverse individuals.
At checkout, having various payment choices (credit and debit cards, mobile payments, third-party payment sites, etc.) has become a must. This ensures that the majority of your target market is covered and will purchase from you.
The more payment methods you offer, the more convenient for your visitors to purchase on your website. And this can only imply one thing: a better customer experience.
4. Consider Live Chat Options
Nothing can be more aggravating than being unable to contact a firm when you require assistance or have a question?
“We’ve all been there, and I believe it’s safe to say that live chats have transformed customer service and, as a result, customer experience.”
Rather than emailing or calling for support, a growing number of website users choose to chat with agents. Why? It is quick, simple, and free of charge to the user. Most importantly, your website visitor will almost certainly receive an immediate response.
Did you know that live chats have the most significant rate of customer satisfaction (92%)? As a result, live chats are an efficient way to communicate with new or existing consumers and quickly resolve their issues, perhaps leading to increased or repeat transactions.
They also tend to reduce the likelihood of a visitor abandoning your site and raise the likelihood of converting instead.
Customers who talk before making an online purchase have a 40% higher conversion rate.
5. Personalize Your Content
Most customers are more inclined to purchase from a store that knows their name and offers suggestions based on their previous purchases?
Personalization gives the user a sense of belonging and understanding. It’s likely that assisting customers in finding what they need faster will improve their entire customer experience.
Intelligent personalization could also help digital enterprises make more money. So, isn’t it about time you started working on boosting your personalized content?
6. Don’t Forget About Client Feedback
Consumers worldwide read online reviews as part of their online shopping experience, and the majority of them consider favorable evaluations to be one of their top three purchase factors.
Customer feedback can be collected and implemented throughout your website to assist first-time visitors and existing customers. How? By ensuring that customers prefer you over your competitors.
Consumers are finding it easier to compare firms online, as we all know. This makes it even more difficult for businesses to differentiate themselves from the competition and keep clients over time. As a result, displaying customer evaluations on your website and at various stages during the user journey will likely lower your bounce rate and enhance conversions by offering more information about your brand, products, and customer service to visitors.
Customers will always conduct their research; providing them with the facts up front eliminates the need to leave your site.
7. Make Sure Your Checkout Process is Quick and Simple
When asked to register a new user account at checkout, 22% of customers abandon their cart. As a result, fast and guest checkouts are the way of the future in eCommerce.
Allowing customers to check out without creating an account is likely to keep them engaged until they reach the end of their journey. This may not seem like a huge deal to you, but taking the extra step of creating an account can turn visitors away.
Importance of Seamless Customer Web Experience
1. Increase Customer Loyalty
According to a McKinsey analysis, websites that optimize customer happiness across the whole customer journey can enhance customer satisfaction by 20%.
The company should guarantee that the customer experience is consistent across all touchpoints, resulting in a smooth experience throughout the customer journey.
2. A Leg Up on The Competition
A better customer experience can be a significant business advantage. Low costs or a superior customer experience may be the website’s two primary differentiators.
3. Increase Sales
Customers are willing to pay more to a website that provides exceptional customer service. As a result, sales and revenue increase.
4. Increase Customer Retention
A superior customer benefits from the experience, and the company stands out from its competitors. Customers become more loyal as a result of this. A pleasant customer experience ensures a lasting relationship with the brand and excellent word of mouth.
5. Reduce The Churn Rate of Your Customers
A range of factors, including price, contribute to customer attrition. Poor customer service, not the other way around, is what causes customer churn. According to a CEI poll, 86% of consumers are willing to pay extra for a better customer experience.
If you make it a point to provide the greatest product and after-sales support possible, your internet business will prosper. However, the client experience on your website while purchasing should be smooth enough for them to return to your e-commerce shop again and again.
Your website is the key source of information for potential clients and the point of sale in the majority of cases. Like a responsible business owner who wants to succeed, you want to make sure that your consumers have a great experience visiting your online store. And if that’s what you want in the end, you’ll have to work hard to improve your website’s consumer experience.
The happier your clients are, the more likely they are to return to your site and recommend you to their friends.
Simple things like failing to react to customer care emails promptly might irritate your consumers, who want the most excellent level of service available, especially if your immediate competitor is willing to provide it.