Customer satisfaction is one of the most important metrics you can track when growing your business. The experience people have when interacting with your online store, and more specifically, their satisfaction during their journey, influences a wide range of decisions they will make in the future.
Their choices can directly affect your sales, as well as engagement and brand awareness. For instance, if someone was pleased with their shopping experience, they would likely tell their friends. Through word of mouth and social media marketing, more people can discover your company and become customers.
Your retention rate is also, in part, determined by customer satisfaction. When people are happy with an online retailer, they are likely to return for future purchases. The result is more sales and a dedicated audience.
If you’re wondering how to boost customer satisfaction on your eCommerce website, we have you covered. Today, we are going to show you several smart ways you can improve the experience users have on your site and use that information to enhance and grow your business.
The checkout process is one of the pivotal points where consumers will decide whether they like your company. We have all visited online stores with complicated checkout pages that make it impossible to complete a simple order. As a result, we usually don’t go back to those websites for a second visit, right?
You don’t want to put your customers in this position. Instead, we suggest spending plenty of time optimizing the entire checkout process. Start by including the shopping cart with a running total on every page of your store. You don’t want people struggling to find the items they want to purchase because, at this phase, most people will just leave if they run into problems.
Speaking of shopping carts, try to include applicable taxes and shipping before the final checkout page, if possible. Believe it or not, 55% of cart abandonment issues are due to unforeseen costs. You can minimize your cart abandonment rate while improving satisfaction by showing people the right price early in the buying process.
It’s also crucial that your shopping cart is easy to use. Customers should have no issues adding, changing, or removing items from their list. Similarly, you can improve sales and satisfaction by allowing people to use guest checkout as an option if they don’t have time to make an account. These small quality-of-life features can drastically improve UX, which leads to happier shoppers.
Can you think of a time when dealing with customer support directly impacted your opinion of a brand? Most people can, and that’s because customer service is usually tasked with resolving pressing issues and answering questions, which both tie in with overall satisfaction.
Building a network of chat agents that can help customers on your site, social media, and through email is essential to boosting your satisfaction rating. There are plenty of tools that you can use to set up live chat on your website. Once you get your program up and running, start fielding customer questions and concerns.
Once your team gets comfortable with helping customers, you can start thinking about merging chatbots with your support strategy. Chatbots are great for assisting customers with common questions or concerns, while your live team spends time helping people with more complicated issues.
If you can bring both of these elements together, you will see more satisfied customers. The ability to reach your users across social media and email will also help you gather more actionable and informative ways to improve engagement and sales.
Personalization is an invaluable marketing strategy that you should use across all platforms. When looking at email marketing specifically, adding personalized content to messages can result in 6 times as many conversions.
Similarly, showing highly relevant content on-site and through social media will result in more email signups, sales, and other on-site engagement. The best way to deliver personalized content is to create buyer personas that represent the people who visit your website the most.
Use this information to create tailored marketing campaigns that address the needs of these groups of customers. When you pick up on someone displaying behavior associated with a specific segment, you can send a personalized offer and information.
Consumers are more receptive to personalized messages because they contain information that they want to read about. Use this to your advantage and find ways to deliver more personalized content and offers to your customers to boost satisfaction.
Next, let’s talk about customer success. Success is different from support because support works off the basis that there’s a problem that needs to be solved. Success, instead, focuses on helping happy customers get more value from their purchase.
There are plenty of ways you can put success at the forefront of your website to get more satisfied customers. One of the most popular ways is through your blog. Create content that explains case uses for your product, and include user-submitted stories when possible. Your goal is to metaphorically paint a picture that gives users new ways to enjoy your products.
Not only will this type of content help you get more subscribers to your blog, but it will also result in more people having positive experiences with your website. It’s easy to sell someone a product, but showing them how to use it in a meaningful way is the key to nailing your value proposition and fueling customer success.
The final piece of advice relates to reviewing positive and negative feedback. There are quite a few places where people will talk about your brand. Social media platforms like Twitter are the ideal place for many consumers to review products for their peers or comment on how they were treated by a specific business.
If you want to improve customer satisfaction, you have to take this information and improve where you can. Learning your areas for improvement can help you make changes to your campaign, website, and support strategies. When you make the right calls, you’ll see a dramatic boost in engagement and satisfaction.
You can also check your product pages for feedback. Online product reviews can increase your conversions by 270%, so it only makes sense to allow users to leave reviews on each of your products. Take some time to review both the good and bad so you can see where you stand.
Use this information correctly, and you’ll start to see happier customers as they respond to changes you make. Before long, you’ll have a business full of satisfied customers who are more than happy to tell their friends about your business and come back for repeat visits.