Providing a seamless customer experience is one of the best things an ecommerce provider can do to ensure buyers come back to their site again and again. It makes sense, after all. No one wants to claw their way through a poorly-designed website, hassle the customer service line again and again to find out where their package is, only for it to be sent back to the sender because of a mistake with the shipping label. That kind of experience is only going to put a bad taste in your customers’ mouths, as well as net you more than a few bad reviews. So how can a dedicated merchant ensure the customer has an excellent experience from start to finish? Here are a few things to keep in mind.
Nothing frustrates customers like slow loading times, labyrinthine web design, and a lack of necessary information. Keep your site neatly organized, have contact information readily available, and think about running your site through an external processor to make sure that it runs quickly and smoothly even during peak engagement times. Imagine how disappointing it might be for customers to come to your site in anticipation of a product release, only to be left waiting for hours because the site traffic crashed your shop.
We could offer dozens of examples of customer centricity, but we would be over-complicating a very simple concept- put the customer first. Not only first, but at the very center of your business. Implement strategies that focus on the customer at all points during the customer’s journey- not just at the first point of sale. This way, you’re able to maintain long-term relationships that bring repeat customers back to your business again and again. This is distinct from a product-centric approach, where you focus only on the purchases. In the modern era, there’s little excuse to not think bigger.
The key to customer centricity is excellent customer service. To deliver top-notch customer support, you have to get into the mind of the customer and treat them excellently. A good metric is whether you’re treating your shoppers like you would want to be treated, or giving them the same experience you would want a good friend or member of your family to have. Here are a few simple tips that will help you achieve that goal.
First, proactiveness. It’s absolutely essential to know how you’ll solve common issues before they crop up. How long do your customers have to request a return or exchange? Who is responsible for shipping? What happens if a package gets lost? All these questions deserve a few minutes of your time to fully think through before you’re put on the spot to ensure you can provide the best customer support.
Second, it’s important to meet your buyer where they are. If they’re frustrated, it’s important to acknowledge their frustration before attempting to determine which solution works best for them. Understand that they’re only interested in getting the product they paid for. They don’t necessarily have all the information about fulfillment, supply chain interruptions, or other problems like you do.
Lastly, consistency. Have a plan in place for the maximum amount of time that can elapse before you address a question or complaint. Speedy service makes for buyers who feel attended to and like their business matters, and it makes a world of difference whether a customer receives an answer within four hours or four days! Of course, that doesn’t mean that you have to be refreshing your email 24/7 to maintain good service delivery. No, indeed. In fact, many business owners choose to outsource their customer care operations for exactly this reason. For a small fee, you can have round-the-clock monitoring for whenever an issue crops up.
If you say your package will arrive in two days and it actually takes three, that’s an entire lost day your customer could have spent running errands or spending time with friends and family. Meanwhile if your package only arrives in one, your customer won’t be expecting its arrival, leaving the parcel in question highly vulnerable to porch piracy. It’s also crucial to make sure that your shipping speeds are as quick as possible- it’s easy for your shopper to plan where they might be in a day or two, but much harder to calculate which kinds of obligations may pop up a week out. If you can provide accurate, real-time updates, your customer can make sure to be back home and waiting for the delivery by the time the truck is six stops away. Text notifications work better for this than email- if your customer is in the line at the drive-through or running errands on their lunch break, who’s to say whether or not they’ll be checking for mail? Either way, make sure that these are as accurate as possible to prevent unneeded frustration and delay.
We here at P2Pseller are happy to show you the ropes when it comes to crafting a seamless customer experience to make your ecommerce selling life as smooth and simple as humanly possible. But in our opinion, good relations with your buyers begins with top-class fulfillment. The fewer delays there are, the fewer delays you’ll have to explain. Register a free account with us today to browse the full extent of our offerings and see what we can do for you and your business. We’d be ecstatic to partner with you and have you on board for the ecommerce revolution.