Are your eCommerce customers having a less than optimal experience? Customer churn, a high rate of returns, an overflowing email inbox full of customer complaints and unhappy online reviews are all signs that you need to up your game.
Customer experience is the key differentiator in the eCommerce space. Making sure your customers are satisfied with every interaction they have with your brand is critical to your business’ success.
So how can you make your eCommerce store stand out from your competitors and ensure customer satisfaction? Read on to find out.
1. Keep it simple
Make sure your brand name, logo, colors, font and design are simple and clear without undue distractions. Even if you’re just starting out, develop a brand and style guide to adhere to as you scale. Simplicity makes it easier for customers to find you and recognize your brand.
2. Build a website that can grow along with your business
Too many eCommerce brands throw up a quick DIY website and later find out it’s not scalable. They end up adding parts on and rigging things to work and then have to spend a lot of time and money to do a complete revamp down the line, resulting in chunkiness, downtime and other issues that can give customers a bad experience.
3. Create clear site hierarchy and navigation
Customers don’t want to have to click through endless pages of menus on your site trying to guess where things are. Make your navigation as clear and user-proof as possible, and always ensure that it’s easy to contact you, through conspicuous display of a “contact us” button that leads to options for email, phone or a chatbot
4. Integrate your front and back end
Your front-facing site, where customers view products and place orders, and the back end, where you do basic tasks like managing inventory, orders, fulfillment and customer data, need to be perfectly in sync, in real time, or you’ll run into inventory and shipping issues. Nothing makes a customer more upset than ordering something and getting a notification hours later that it is actually out of stock. Most eCommerce site owners utilize Enterprise Resource Planning or ERP software to help run the back end of their website.
5. Make sure offline and online experiences mirror each other
Your customers who are used to ordering in a brick-and-mortar store or over the phone should have the same positive customer experiences in your eCommerce store. A bad experience doesn’t simply mean they’ll revert to their former ordering patterns — it could mean risking losing them completely.
6. Automate whenever and wherever possible.
Automation frees you and your core employees up to focus on the finer points of customer service, and reduces errors that can lead to poor customer experiences. Invest in systems that make one step follow another like clockwork, from the minute a customer selects “add to cart” to the day their purchase arrives at their door.
7. Personalize customer experiences
Finally, use the data your eCommerce site collects to personalize their next visit. Allow them to easily pull up previous orders, streamline reorder processes and serve up related and relevant products you think they might be interested in.
Introducing Pixafy erpCommerce™
Pixafy erpCommerce™ is designed to bring eCommerce platforms (like Adobe Commerce) and back-end ERP, like NetSuite and Sage X3 ERP together, fully integrating them so that what happens on the customer side is instantly reflected on the owner side and vice versa.
This creates a single point of truth so your inventory is always accurate and customer or order data updated on one side reflects instantly on the other. You can also personalize each customer’s experience for better customer satisfaction and higher revenues and automate core processes for greater efficiency.
To learn more about Pixafy and request a free erpCommerce demo, contact a specialist today.