Do you run an Ecommerce business or an Ecommerce website? Struggling to get sales for your products? Then this blog article is a must-read for you! In this blog article, we highlight some ways by which you can ensure Ecommerce customer satisfaction.
Do you know what makes a business successful?
Their products? Sure.
Their marketing strategy? Yes.
Their affordable price? Certainly.
You may have the best product and the most robust marketing strategy. But your business will not last unless you can make your customers happy. This is where customer satisfaction comes into play.
Understanding Ecommerce Customer Satisfaction
Customer satisfaction determines how happy your customers are about your e-commerce business. It can be with your products and services or how you operate in general. Because customer happiness can result from various things, there are also different ways to measure it.
And if you want to pass this department with flying colors, here are some tips to do it.
Tips To Ensure Ecommerce Customer Satisfaction
Use Multi-channel Customer Support
Customer support is the first thing that comes to mind when it comes to customer satisfaction. That said, it would help if you can open as many lines of communication as possible. This could mean having a customer service email, hotline, live chat, and chatbots. Doing so allows customers to contact you using channels that are most comfortable for them. That's because not everyone is keen on dialing a number on their keypad.
Moreover, nine out of ten customers are likely to make repeat transactions with businesses that have excellent customer service. This means that good customer service can make buyers loyal to your brand. And loyal customers can help increase your revenue.
Use a Knowledge Management System
One of the biggest values you can offer your customers is knowledge, and this is precisely why having a knowledge management system (KMS) available to your customers is so important.
KMS is basically the platform you would use to create articles, guides, and media and share them with your customers to help them better understand your product, how it works, what it does, and how it can help them solve their pain point. It can also serve to educate your employees and help them work better.
The best knowledge management systems can help you save up on customer support as well as help you train your employees and teams, and give them faster access to issue-solving answers concerning their work. If that’s not convincing enough, a knowledge base’s content is the perfect opportunity to boost your SEO.
Write an Accurate Product Description
Your product description may seem like a blurb of text describing an item. But what you do not know is that it can be a source of relief for your customers. That's because they want a complete and descriptive product description. Hence, it is imperative to write an accurate product description. You should include the size and dimension of your product, available colors, and other specifications. It would also help if you can share how the specifications can be beneficial to the customer.
In relation to the previous point, it would also help if you are clear regarding sudden expenses like taxes and shipping fees.
According to the Baymard Institute, the number one reason customers leave an online store is because of unexpected fees. This leads to an increased rate of abandoned carts. How can you prevent that from happening?
First, be clear about how much the transaction fees will cost. We understand that it will vary depending on the total amount and location of the customer. This would mean that you will need to coordinate with your e-commerce web developer. Ask him to create a program wherein the fees will be computed automatically depending on relevant parameters.
Second, make sure that this information is included in the checkout process from the get-go. Do not wait until the customer is ready to hit the "Buy Now" button.
Encourage Customer Reviews
According to BrightLocal, 91% of consumers aged 18 to 34 trust customer review as much as personal recommendations. Meaning, customer reviews can make or break your business.
While receiving positive reviews can boost your ego, we understand if you are scared to receive any negative feedback. Nonetheless, you can use this as an opportunity to showcase what you can do.
If you deem that a negative review is valid, acknowledging it goes a long way. That's because potential and existing customers will see that you are dedicated to making your customers happy. Meanwhile, just leave the trolls behind.
Listen to Your Customers
There is no better way to make your customers happy than listening to them. In fact, 17% of them are willing to pay more if you have excellent customer service. And we are not just talking about helping customers solve their issue. Customer service also has something to do with considering their feedback.
That said, it would help if you conduct a survey of your existing customers and use social listening tools. That way, you will know what you are doing good, what you should remove, and what you should consider.
Make a Nice Gesture
When was the last time you felt elated after making a business transaction? Probably while eating in a restaurant when one of the crew gave you a slice of cake, and everyone sang "Happy Birthday." It is gestures like this that make a customer happy and loyal to your e-commerce business. And it does not always have to be a birthday.
If you are new to the e-commerce scene, you might want to send a personalized thank you note to your first customer. You can do the same every year for your top ten spenders.
Another thing you can do is add a surprise free item depending on their order value. Make your customers feel that if not because of them, your business would not exist. This may sound like extra work for your part. But you will be surprised about how customers would be happy to brag about it on social media. It is like you earn a product ambassador for free.
A Satisfied Customer is a Loyal Customer
Making customers happy encourages them to keep on doing business with you. This can lead to an increase in revenue and expanded market reach.
Mind you, growth and revenue are the best indicators of an e-commerce business's success. Add to that the fact that customers who rave about you online are the best publicity you could ever have.
That said, it would be best to ensure that your customers are happy and satisfied with your business. And yes, we are talking about your products and services.