Customer-centric e-commerce will rule in 2020!

RESHAPE YOUR E-COMMERCE STORE TO MAKE IT CUSTOMER-CENTRIC!

In this modern era of digitalization, the e-commerce industry has witnessed intense evolution since the last decade. Now, modern business owners always keep their eye on the latest technology for advancement. This is simply because competition and technology up-gradation are helping e-commerce stores to be more customer centric.

Do you know?

The study has shown that 96% of customers based in the US have made at least one online purchase, while 80% of them buy online monthly.

With the given data, it is not surprising that online sales are expected to double in 2020.

For e-commerce owners… this means a lot of competition!

According to Gartner, almost 90% of businesses will compete on customer satisfaction in the future.

It is no longer a secret that the success of eCommerce is directly connected to customer satisfaction. Therefore, to maintain a competitive edge in the overcrowded digital marketplace, you need to focus on strategies that work great for customers.

In eCommerce, it’s all about making your customers satisfied and to retain them. Customer-centric strategies make your eCommerce store a top-notch brand. So it goes without saying, checking customer preferences, delivering qualitative & quantitative products timely, and offering the best customer-service remain the core of any e-commerce business.

Most of the entrepreneurs are still unfamiliar with the customer-centric strategy for eCommerce stores. Here are a few tips that can help entrepreneurs to give their customers a user-friendly experience.

Provide 24*7 Customer Support

According to Microsoft Survey, 96% of online customers say that the quality of customer support service determines whether they would make a purchase or not.

This hyperconnected modern era has improved the way customers connect with the business. Instead of boring phone calls, they’re presently using chats, direct messaging, IM platforms and social media channels to connect with the business directly.

It is important for businesses to connect back to them in real-time. Else, they can lose their customers. You know, Time is precious to everyone!

Here are a few ways you can provide omnichannel customer support:

• Social Media Networks: Be accessible on social media networks. Apart from replying to comments and answering direct messages, use insights to keep a record of the target audience.

• FAQ Pages: Having a solid FAQ page can be of great help! Highlight all the frequently asked questions with detailed answers, and statistics to give customers a clear cut brief about their query.

• Live Chat Support: Use AI chatbots to ensure that your customers get support 24*7 even when your customer service reps clock off.

• Simple Contact Form: Add a simple contact form to your site that does not ask for a chunk.

Tailored Customer Experiences

Stats show 62% of online customers expect eCommerce stores to provide tailor-made offers. Also, a majority of them are ready to pay extra to get relevant deals and offers.

Study customer’s buying behavior on your site and interact with them to learn more about their preferences. Based on their behavior, create products and services that meet their preferences. Offering tailor-made products is a great way to upsell your products.

Provide a Simple Checkout Process

One of the major problems e-commerce owners face is shopping cart abandonment. The reasons for this are multiple, and one of them is unoptimized checkout pages. To convert a lead into a purchase, you need to provide them with the simple checkout page.

#LAYOUT OF THE CHECKOUT PAGE

1. For beginners, simplify the checkout process by adding a visible checkout button at the end of the page.

2. To gain customer’s trust, include security seals and credit card logos.

3. Keep the checkout process simple and ask questions that are actually needed.

4. Do not force customers for registration. Ask them to provide basic information once the purchase is made.

#BE HONEST WITH YOUR CUSTOMERS

Now that you’ve created a simple and easy checkout page, you need to be transparent with your customers and offer realistic product details.

1. Focus on eCommerce data entry. Adding a product name won’t help customers in making a buying decision. It is important to tell them about the size, color, weight, height, and several customization options available.

2. Let them know whether the product is available or out of stock.

3. Recommend products related to their preferences or purchase. For example: If a customer bought beach sunglasses, why not recommend sunscreen or beach shorts? This is a great up-selling opportunity.

4. Give a customer detail about order Id, transaction number, shipping details and also contact details where they’ll contact in case of any issue.

Optimize Payment Methods

As per world trade organizationsstatistics: some 80-90% of global trade is based on some form of trade finance.

E-commerce platforms allow you to connect with customers from all across the globe. To get them to buy from your e-store you need to optimize your payment options. For this purpose, trade finances include instruments that ensure smooth international transactions.

Not every customer is comfortable using a credit card or cash while making a purchase. To meet the need of numerous customers, you need to diversify the payment methods. Payments via Paypal, PhonePe, Paytm, Google Pay, Amazon payments will help in increasing your customers.

Use Customer Feedback Strategically

Your e-store can never be customer-centric if you are not collecting customer feedback regularly. Customers feedback is very important for any e-commerce and there are numerous ways to do so:

• Use social media networks to connect with customers

• Use keywords analytic tools to check what they are searching for.

• Encourage customers to review your services both on your site and social media channels

• Keep an eye on their frequently asked questions

• Observe their interactions on Q&A platforms

• Settle for the best eCommerce catalog processing services to engage more customers, and hence more feedback.

This way, you’ll understand the customer’s preferences. Also, you’ll understand what is lacking in your e-commerce business so that you can work for their better experience in the future.

In addition to that, use positive reviews, customer testimonials, and user-generated content for your benefit. Use all of them on your site to engage with more potential customers and build trust with them.

Benefits of Customer-Centric Ecommerce Store

• Customer satisfaction

• Provide customers a best-in-class experience

• Drive business growth

• Maximize conversion rates

• Generate high revenue

• Win loyal customers

• Build customers trust

Conclusion

A customer-focused eCommerce store is what sets you apart from the ocean of similar business. It lets you build stronger relationships with potential customers, give them a reason to buy from you, and most importantly, inspire them to come back to you again and again.

Riana Smith is a passionate writer with a keen eye for the latest trends in the Data Entry domain. Currently, She is working with Data-Entry-India.com and loves to write and share content. In his spare time, She likes reading books.