When it comes to selling online, meeting shopper needs and expectations is paramount to your overall success. After all, you want them to enjoy the process enough to come back again while still telling others about how much they love your brand.
However, just setting up a website and listing a few products is not enough. Instead, you need to think about your entire brand experience and how it relates to meeting the needs of your target audience.
Not sure where to begin with this process? Keep reading to learn our eight best ways to improve customer experience in the eCommerce world
1. Use 3PL for Faster Shipping Times
One of the easiest ways to improve the customer experience is to get orders to their doorstep more quickly while offering low-cost or free shipping. To make this happen, you’ll likely need to work with a 3PL provider.
3PL, or third-party logistics, refers to an outside company that helps with warehousing, picking, and packing of orders. They usually have discounted rates for shipping, too.
Not only does this help get those orders out more quickly, but it can really save your company a lot of money in terms of not having to rent or own a warehouse, less staffing needs, and better logistics solutions.
2. Organize Your Website More Efficiently
Next, you’ll want to organize your website more efficiently and create a better overall user experience (UX).
These days, customers want to be able to find the right product on your page without having to search all over. By taking the time to reorganize your current website into categories or better-detailed product pages, you’ll make the whole process of purchasing from you a much more pleasant endeavor.
Even better, offer a search bar function that makes it easier to go straight to specific product pages or use a plugin to add similar products to the bottom of each item’s description.
3. Offer Multiple Payment Options
Another way to improve the customer experience with your eCommerce brand is to offer multiple or flexible payment options.
This means the traditional credit card payment method, but also other services like Paypal or Apple Pay. You can also opt to work with a third-party flexible payment options company, which allows individuals to make layaway or broken down payments to make their purchases.
It is important to note that this is really a big deal in eCommerce these days. Failure to adopt flexibility for your shoppers could mean that they go to your competitor instead, so it is definitely worthwhile to update your current process.
4. Use Testimonials and Reviews on Product Pages
Simply put, people like to buy things that others recommend. If you aren’t using testimonials or reviews on your product pages, now is a good time to incorporate them.
Social proof is really becoming one of those areas that online shoppers automatically expect to see when they buy from an independent brand.
Even if your reviews aren’t totally perfect, showing what others think of a specific item is a good way to try to convince someone to add it to their cart and make a purchase.
5. Choose Multiple Major Sales Channels
Another tip is to use multiple major sales channels. Big companies like Amazon and Walmart now make it easier for smaller eCommerce retailers to leverage their platforms.
If you’re looking to make the customer experience easier, consider adding products to these channels. In turn, it can help get your items out in front of a wider audience, while also allowing shoppers to purchase from retailers that they already know and trust.
In some instances, this can also mean introducing your brand to customers who have never purchased from you before. When they have a great experience, they’re a lot more likely to turn around and buy from you directly, which can really be a win.
6. Have a Simple Return Process
When it comes to selling online, returns are almost a fact of life. However, that doesn’t mean you should make them hard for a customer to do.
Instead, improve their experience with your business by having a simple process. Offer no-hassle returns or provide prepaid postage to simplify things. You can even partner with an outside company that accepts and processes incoming items quickly.
Likewise, it is also vital to post your procedures for a return somewhere on your website to make it easy to find. You can also include a sheet or send out an email when an order arrives on the customer’s doorstep.
7. Provide Discounts and Coupons
Most people will tell you that they like discounts and coupons—especially when shopping online. A good way to improve the overall customer experience is to offer these perks to both new and existing customers.
One of the more common ways to make this happen is by having an email list where individuals can sign up for a discount code on their first order. You can then routinely send out more codes and announce sales to those who remain subscribed.
This is a great way to pair your digital marketing with the customer’s needs to ensure a better overall experience with your brand.
8. Simplify the Checkout Process
Finally, improving the customer experience also includes simplifying the checkout process. Make it as easy as possible for shoppers to complete their orders without having to go through tons of screens and steps.
Why is this important? You never want to give shoppers the chance to change their minds. The faster you can take them from full cart to fully ordered, the more likely they are to actually place that final purchase button.
Some online stores also opt to use a third-party payment option like Apple Pay or Paypal. These services often make instant checkout possible, saving a ton of time for the customer.
Wrap Up: Improving the Customer Experience in eCommerce
Growing your eCommerce business starts with improving the overall customer experience. With the tips we’ve provided you can easily convert more customers, increase sales, and grow your online brand.