Exceptional customer experience is crucial to the success of any online business. Here are some key customer experience tips for online retailers.
In an age when flawless end-to-end customer experience is expected, the focus for online retailers should be customer-first: providing a user-friendly, convenient, and personalised experience to online shoppers in line with their preferences and behaviours.
Here are some of the key factors to consider to ensure your business’ customer experience is top-of-the-line.
- Streamline delivery
Providing a positive experience after a sale is made is key to retaining customers and building brand loyalty. One of the most important considerations for customers is ease, speed, and cost of delivery for purchased items. Ensure you have a robust delivery system in place that can handle high volumes of orders during busy periods, and ensure all deliveries are made within your stipulated timeframes. Offering deals such as discounts on bulk deliveries is also a good way to incentivise shoppers to increase their order value.
Furniture retailer Fantastic Furniture, for example, provides personalised ETAs on all orders – assuring customers of the accuracy of the stated timeframes. They also offer to arrange delivery anywhere in Australia, using local transport companies to ensure delivery is available in every area. Going above and beyond to make the delivery experience convenient for the customer is a key component in attracting repeat business.
- Enable click-and-collect
If you operate at a brick-and-mortar location as well as online, consider offering a click-and-collect service on products. It will not only cut down on unnecessary transportation of goods, but also give the customer the option of not having to pay a delivery fee. In Fantastic Furniture’s case, customers can buy furniture online and pick up stock in-store in less than 60 minutes – a convenient solution for both the customer and the business.
- Optimise your site for mobile devices
Today, nearly half of all e-commerce transactions in Australia are made using a mobile device, and this number is expected to grow. Accordingly, it’s critical that online retailers who are serious about scaling up their business have a mobile-optimised website. Most modern website builder and e-commerce platforms provide responsive solutions for online stores, so it’s worth the investment to ensure your business is equipped to sell online well into the future.
- Provide multiple customer service channels
No two customers are exactly the same, so it’s pivotal to provide multiple customer service options that fit the needs of customers with different preferences and habits. Looking at Fantastic Furniture’s customer service model, their website offers contact details for individual stores, an email address, and even a physical address to send mail to if preferred. The savvy instant chat functionality also allows customers to have their queries answered on the spot – providing an immediate solution and helping bridge the gap between consideration and purchase.
- Listen to customer feedback
Ultimately, the goal is to provide a service that aligns with your customers’ particular needs. While there are certain essential factors that should be covered in any customer experience approach, it’s important to listen to your customers’ feedback and use it to offer a tailored experience that fits their specific preferences.