More and more of us are shopping online, and with Christmas coming up it is the busiest time of the year for most shopping related industries. You might be thinking of how you can improve your website and operations so that your customers can have a great online shopping experience. There are a few things you need to keep in mind to ensure that your customers have a great experience when purchasing from you. First and foremost, how do you handle when customers have problems with their orders or with shopping itself? Next, look at the overall speed and functionality of your website. Is it easy for people to navigate and is the buying process straightforward? Do you have an area of your website that handles client feedback so you can keep improving things? Keep reading to learn more about my top 3 tips for great customer service when online shopping.
Look to Your Customer ServiceHow are things handled when something goes wrong with an order or a client wants a refund? While most small businesses can’t handle employing someone around the clock, you can use a conversational chatbot to help you deal with some of the common questions and concerns your clients might have. While a chatbot is no substitute for a real person, it can be a great way to divert customers away from whoever is handling your customer support, allowing them to focus on the more complicated tasks and concerns your customers may have. Have a close look at what the process is for when your clients have problems and consider whether there’s any way you can improve.
Check Your Website
Is your website easy to use? Do things happen logically and as clients would expect? You might want to run through the buying process on your website a few times to make sure there’s no bugs, no redundant pages and it’s easy. If you’re having clients go through to buy but not completing the transaction, that may suggest there is something wrong with your buying process or that it is simply too complicated or too long. Once you’ve done all the work to get someone to the point of buying, the last thing you need is to lose them when you’re so close to making the deal so be sure that every part of your buying process is as easy, and comfortable as possible.
Ask for Feedback
If you don’t ask, you won’t receive. The best way to get usable feedback is to ask your clients what they would like to see done differently on your website. You can offer incentives, such as discounts for filling in your surveys. If you’re finding it hard to get feedback from customers, you can often work with companies that will give you this feedback. You can also ask friends and family to check out your site and to give you some honest feedback about where you should invest your energy into improving.
Ensuring that your customers have a great experience from when they land on your website to long after they’ve received the item is a key aspect of running a successful business. The happier your customers are with your products and services, the more likely they’ll be to share this information with others. I hope these tips help you feel more empowered to make the changes your business needs to really upgrade your customer service.