Historically, brick and mortar operations could rely on location as a selling point. With online access to virtually any product, anywhere, a reality for today’s buyer, location is officially a non-starter. It’s all about the product and creating a great experience for the buyer. More than half of device-users expect a personalized shopping experience. Sites can make suggestions based on former purchases, log a history of bought items and create individual accounts for buyers to get what they want more quickly.
As the last items suggests, ease of use is paramount to busy consumers. Sites that prove difficult to navigate,download, feature untenable, or annoying policies are apt to get a quick pass. Sites should be clean, easy to get through with site maps and clear FAQ sheets. Chatbots are a great way to hit it out of the park, ticking both the make it personal box and the make it easier box. Finally, to ensure improvements are strategic, use customer analysis tools wisely, to gage what is and is not working for your customers.
- have live chat on your website available for people to see and use
- have an faq that is on your website for people to take advantage of
- have billing history available for customers to keep track of their history with
“Customer service will set your eCommerce business apart from the others. You have to be prepared to invest finances, time, and effort to provide your customers with a unique shopping experience”