How to Improve eCommerce Customer Experience
- Customer Experience, eCommerce

How to Improve eCommerce Customer Experience

Managing an eCommerce business, keep in mind that an exceptional product doesn’t win you customers alone. Products significantly impact a customer’s purchase decisions, but it is more crucial to delivering an excellent overall experience.

Customer experience refers to how a company engages with its customers at each stage of the purchasing journey. CX also helps increase website traffic and conversion rates to boost your business growth.

As more people seek flexibility, diversity, and affordable pricing, eCommerce shopping has altered the retail industry. However, by the end of 2022, eCommerce sales are projected to reach $5.5 trillion, indicating that the significant shift from traditional retail is not changing anytime soon.

The industry gets more cluttered every day. To ensure business growth, you must find new and unique ways to persuade clients to buy your products or services.

Envision eCommerce presents some eCommerce tips that will help you enhance your customer experience. Read on!

Importance of Customer Experience in eCommerce

Brand awareness and a competitive edge are not achieved solely through products and services. Competitors can also provide quality and price consistency in their products. In addition, the customer experience you deliver to your customers sets you apart from the competition.

Some other benefits of enhanced customer experience are:

  • Customer Loyalty
  • Revenue Generation
  • Customer Lifetime Value
  • Brand Equity
  • Referrals

Tips To Enhance Your Customer Experience

Surprise Your Customers

Online customers enjoy being surprised. To improve the client experience, you might include surprises throughout the buyer’s journey. Free shipping is a way to interact with your customers and increase brand loyalty. 

By surprising your customers in different ways, you can drastically increase your sales. In addition, it will encourage the shopper to return to your store and spread the word about you to their friends and family.

This approach is also employed to reduce cart abandonment rates. Instead of sending regular mail templates, provide your customers with catchy incentives to win them back.

Have A Seamless Checkout Process

Customers hate when they browse your products, add some of them to their cart, and face problems during checkout. An example of a rough checkout process is a buyer blocked in their purchase journey because your store does not support their preferred payment methods.

A seamless checkout process should be simple and secure with a reliable payment system. For example, if you see a high rate of abandoned carts on your website, you may rapidly implement a feedback intercept to determine the source of the problem.

Please Your Customers

Organizations that recognize the value of client retention strive hard to create a seamless customer experience for their existing customers. The following are some customer satisfaction concepts for e-commerce stores:

  • After customers make purchases, send them an email with redeemable rewards or loyalty points used on your website for future purchases.
  • After you’ve finished buying, send thank you emails. Depending on the volume of your clients, sending a handwritten thank-you gift card is an even better option.
  • Implement a referral program that rewards both existing consumers and new clients.
  • Send complimentary presents with orders to your most loyal customers, such as t-shirts, mugs, or keychains.

Have A User-Friendly Design 

Customers desire simple, easy-to-navigate pages where they can browse your products and find what product they’re searching for. Like a traditional store, your online store should be well categorized. Everything should be classified and organized at the back end, and the search button should be easy to find. 

Customers in eCommerce usually fall into one of three categories:

  • Those who have a clear idea of what they desire.
  • Those who are exploring around.
  • Those who require assistance in sorting through your offerings.

A well-designed website meets all your customer needs while providing a seamless and unified shopping experience.

Personalize User Experience

In this age of digitization, personalized push notifications and emails are not enough to win customers. Users will become annoyed if the content, product offers, and advertisements are irrelevant to their niche. 

Ensure that you make offers and suggestions based on similar customer purchases or survey responses. Personalization encourages spontaneous purchases, reduces returns, and fosters customer loyalty. 

An example of excellent customer personalization is Amazon. When you visit their homepage, you will receive personalized recommendations based on your previous purchases and purchasing habits.

Deliver An Omnichannel Experience

Omnichannel Marketing significantly increases your conversion rates. Ensure that your website has all relevant contact information, such as email addresses and phone numbers.

On your website, integrate live chat and widgets that allow you to engage with your customers in real-time. For example, chatbots have made it easier for customer support departments to be available 24 hours a day and automate responses to frequently requested topics. Finally, ensure that you have suitable eCommerce hosting to make your website visible and accessible to users.

Use Compelling Content and Product Pages

A captivating product page should include descriptive language, eye-catching images, and simple navigation. Include pricing, a product description, and photographs of the product in your value proposition right away. Consumers should be able to imagine themselves using your items and understand what the product can achieve for them.

Every aspect of your website, including the copy on product pages, should be consistent with your brand because social proof is vital in today’s environment, including user-generated content like reviews and ratings in your product catalog.

One must use exceptional content to recruit and build a client base, but it can also be a go-to resource for professional guidance on a topic. Brand loyalty is built by generating content that customers want to read and that offers value to their lives.

Optimize Your Site For Mobile

Mobile eCommerce accounts for a fair share of eCommerce sales, so you need to ensure that your mobile marketing efforts are efficient and effective. 

Ensure that your forms are autofill-enabled on Android and Chrome so that the user has to type less. In addition, your fields should be designed so that the number keypad appears above the QWERTY keyboard when the user is typing.

You also might need to exclude some fields from your website to ensure that it runs smoothly and seamlessly.

Wrapping Up

Every organization’s product features and pricing are saturated by fierce competition. As a result, customers are no longer satisfied just with a high-quality product offering. 

To stay on top of the competition, you’ll need a one-of-a-kind service that sets you apart. Providing a fantastic customer experience through your eCommerce business and other channels is a surefire method to ensure success.

You should hire professional maintenance services to assist you in managing and enhancing the user experience. In addition, by hiring professional services, you can focus your time and resources on marketing and other vital campaigns to ensure total success for your business.

At Envision eCommerce, we understand that choosing the right partners can be difficult. So we help you make the right choices for your business success. Visit our website to schedule a call and connect with our certified eCommerce experts that can help your business shine. 


Anup Mehrotra
Anup Mehrotra

Author Bio:

Anup Mehrotra is the Vice President of Sales, Marketing & Partnerships for Envision eCommerce and Netsmartz. His expertise in building strategic partnerships, software product/service marketing, and demand/lead generation is focused on helping budding entrepreneurs build quality products fast. In addition, he likes to read and write about software development and marketing in his leisure time.

How to Improve eCommerce Customer Experience

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