10 Ways to Improve E-Commerce Online Customer Experience

Martin Perez

Mar 18, 2022 • 4 min read

When it comes to e-commerce, customer experience is everything. If you want to keep your customers coming back, you need to make sure that your website is providing a positive experience that meets their needs.

In this blog post, we will discuss 10 ways to improve the online customer experience and keep them coming back for more!

First, let's quickly explain what customer experience is.

What is customer experience?

The customer experience (CX) is the customer's perception of their interactions with your company. This can include everything from customer service to the overall user experience of your website.

A positive customer experience leads to customer loyalty and repeats business, while a negative customer experience will result in customers taking their business elsewhere.

It's important to remember that customer experience is not just about providing good customer service. It's about the entire customer journey, from the moment they discover your company to post-purchase follow-up.

Here are some statistics that show why customer experience is so important:

* According to a study by Walker, by the year 2020, customer experience will overtake price and product as the key brand differentiator

* 86% of customers are willing to pay more for a great customer experience

* A study by Accenture found that 63% of customers are likely to switch brands if they are not satisfied with the customer service they receive

* A study by Bain & Company found that a customer is four times more likely to defect to a competitor if the problem is service-related than if it's product-related

As you can see, customer experience is vital to the success of your business. Now that we've covered why customer experience is important, let's move on to our tips for improving it.

10 ways to improve online customer experience

Now that we know what customer experience is and the importance of it, here are 10 simple but effective ways to improve eCommerce online customer experience:

Make it easy for customers to find what they're looking for
Use customer testimonials and customer reviews
Offer customer support
Have a user-friendly website design
Make sure your website is mobile-friendly
Use engaging visuals
Use social proof
Provide incentives
Ask for customer feedback
Provide exceptional customer service

Now let's go into detail for each

Make it easy for customers to find what they're looking for

The customer's journey begins when they first discover your company. If they can't find what they're looking for, they're likely to give up and go to a competitor's site.

To avoid this, make sure that your website is easy to navigate and search engine optimized so that customers can find what they're looking for with ease.

You can use session recording to see where your customers are getting lost. Session recording is a tool that allows you to record customer interactions on your website so that you can see where they're having difficulty.

Use customer testimonials and customer reviews

Customer reviews and testimonials are a great way to build trust and credibility with potential customers. Showing that others have had positive experiences with your company will make them more likely to do business with you.

You can have a customer feedback strategy to collect reviews and testimonials or use customer-review websites like Trustpilot, Yelp, and Google My Business.

Offer customer support

If a customer has a problem or question, they should be able to easily get in touch with customer support. Having a live chat feature on your website is a great way to offer customer support and answer any questions they may have.

If customers have any questions before they purchase, they are more likely to purchase from a company that offers customer support.

Have a user-friendly website design

Your website should be designed with the customer in mind. The layout should be easy to understand and use, and the customer should be able to find what they're looking for with ease.

If your website is poorly designed, customers are likely to leave and go to a competitor's site.

Make sure your website is mobile-friendly

With the majority of people now using their smartphones and tablets to go online, it's important that your website is mobile-friendly. This means that it should be easy to navigate and use on a smaller screen.

Be sure the mobile version of your website is easy to interact with. More and more people are using their mobile devices to do their shopping, so it's important to have a responsive design that looks great on all devices.

Use engaging visuals

Visuals are a great way to engage customers and make your website more visually appealing. Use high-quality images and videos to grab the customer's attention and keep them engaged.

Social proof is when you show that others are using and enjoying your product or service. This could be in the form of customer reviews, testimonials, or even social media posts.

Provide incentives

Incentives are a great way to encourage customers to buy from you. Offer discounts, coupons, or free shipping to customer's who make a purchase on your website.

For example, you could offer a discount to customer's who spend over a certain amount of money on your website. This can include free shipping on all orders over $100

Ask for customer feedback

Asking for customer feedback is a great way to improve customer experience. Use surveys or customer reviews to get feedback on what you're doing well and what needs to be improved.

You can gather customer feedback by using customer surveys, customer reviews, or even social media posts.

Provide exceptional customer service

Last but not least, provide exceptional customer service. This is the most important tip on this list. If you provide good customer service, your customers will be more likely to have a positive experience and come back to your website in the future.

Providing exceptional customer service is easier than you think! Just remember to be polite, helpful, and responsive to customer inquiries.

Improve your online customer experience today!

Following these tips will help you improve eCommerce online customer experience and provide a better experience for your customers. Which of these tips will you be implementing

Customer experience is vital to the success of your eCommerce business. By following these tips, you can improve customer experience and increase customer satisfaction.

How will you improve your online customer experience?