Is your business struggling to make enough sales? Or, are you having problems with turning visitors into customers? If so, then this guide is for you. E-commerce businesses live and die by their sales, and one of the main focuses for better success should be firmly on customer service. We’re going to take a look at some of the best ways you can improve your customer experience. Try them out and see how you get on!
Can they contact you?
First of all, is it easy for your visitors to communicate with you? Email is a popular medium for customers to use, as it costs them nothing. Make sure you have a short and quick contact form that can be found easily on your website. But, you also need to think about going the extra mile. Your customers may also want to contact you on Facebook, Twitter, and other social networks. They may also wish to use the phone – so make sure you have a number visible, as well as your opening hours. And, if they do ring, ensure you respond in a prompt fashion. Nothing irritates potential customers more than an uncontactable business!
Use live chat
Live chat is becoming vital for any business, as it gives you the chance to answer any queries immediately. Again, it’s important to state your hours of opening and to put a friendly face on your chat box. There is plenty of evidence that it can improve your sales, so make sure you understand the possibilities it can bring.
Check your analytics and find out when and where your customers are leaving your site. For example, are they filling up a shopping cart but bailing out before making a payment? If so, it’s a sure sign that something is up with your checkout process. Make sure that your site is easy to navigate through, as well. If you are unsure of what to look for, a UX specialist could help.
As we mentioned above, making payments should be easy on any website. Customers don’t want to be bogged down with long and irrelevant forms, so keep things simple. According to industry experts Payline Data, you should also be looking at offering mobile payments. With over half of all searches taking place via a phone or tablet, it is essential that you have this opportunity to maximize your sales.
Sometimes, customers don’t want to get in touch, but they will still want information. So, round up a list of your most frequently asked questions and include them in an FAQ page on your site. It can allay any fears that the visitor might have about making a purchase. And, it can ease the pressure on your business, and free up your lines of customer service for more complicated issues.
Do you have any ideas about how to improve customer service for an e-commerce website? If so, we would love to hear about them. Why not leave some thoughts in the comments section below?