There’s nothing worse than finding a brand you really like, going to their website, and then not being able to navigate it. Maybe the website is so confusing that you shop on a different website instead of closing the browser.
One of the most important parts of a successful business is a good online customer experience. This means having an accessible website where your customers can go to find information, communicate and actually buy the product or service you are selling. But many businesses do not prioritize their online customer experience. Their website is the last thing on their mind, when in reality, a bad website can make you lose a lot of sales.
An aesthetically pleasing and easy to navigate site means customers are more likely to stay on the page longer and purchase the product or service you are offering. So if you think your business needs some reform, here are 3 ways to improve the online customer experience:
D. Make all your platforms unanimous
In today’s world, a successful business doesn’t just have a website. They have an Instagram, a Twitter, a Facebook page and much more. Using social media is crucial so that you can reach a wider audience and build your brand
When doing this, you need to make sure that all your platforms are unanimous. This ensures an integrated digital experience across all your channels. Not all of them have to be exactly the same, but they should all be given the same user experience. This will make your customers feel comfortable going from channel to channel and make your brand more credible.
2. Has real time support
One of the worst parts of online shopping is not being able to ask a customer service representative face to face. Instead, you are directed to a search box, where you are told that this is going to be at least 48 hours until you receive a response. But by then, you’ve moved on to another brand that has a faster response time.
This is why it is so important to have real time support on your website. This means having a live chat box where customers can instantly ask and get feedback. A live chat box leads to faster resolution and more active conversations, which will increase your customer satisfaction.
3. Track customer service metrics
You can make all of these changes to improve your online customer service experience, but if you don’t actually track metrics, how do you know if it’s actually working? Measuring your customer service KPIs is key to helping you better understand the effectiveness of your business and retain customers.
Some of the metrics you should track include: response time, resolution time, number of issues resolved, customer satisfaction score, and employee engagement. This will give you a better idea of what is working and what needs to be improved. So before you go ahead and launch your new website, make sure you have an effective way to track customer service metrics.
Running your own business is definitely stressful. There are many tasks that you need to be on top of on a daily basis, one of which is managing your website. Having a good website is crucial to the success of any business, so don’t let it get in the way. Take the time to improve your customer service experience and your sales will reflect that. Having a website that is easy to navigate means customers will be more likely to stay on your page and buy what you have to offer.