4 Tips for Improving the Online Customer Experience

Avatar for Wouter Maatman

94% of customers who rate a company’s customer experience as “very good” are likely to buy other products or services from that company (Qualtrics, 2021). That’s why it’s essential for a company to provide an excellent customer experience. A satisfied customer is more likely to make a purchase. Here are some tips and tricks on how to improve the customer experience of your online shoppers.

Use a chatbot or live chat online

Customer service is often forced to deal with the same issues over again, such as problems logging in, tracking orders, etc. Using a live chat or chatbot makes it possible to answer these questions using the FAQ as a source for example. This way, the support team will have more time to focus on other issues.

Chatbots also have a function that is not always used but can be of great advantage – that of allowing the customer to pay for purchases immediately and without leaving the chatbot interface. The bot can also record the information of regular customers and thus facilitate the entire purchasing process. In addition, they can automate the entire purchasing process, saving the company time and money and increasing sales.

Customize the offer

It’s essential that each customer feels valued when making a purchase. Offer the customer personalized deals on products or services that may be of interest to them. It is also important to know where the customer comes from so that you can adapt to them, and offer information on delivery times for example. You can also communicate in their native language. This will make them feel more comfortable and confident. Keep a record of their purchase history and conversations so you can suggest items or products they like. Finally, send personalized messages on their birthday. For example, a birthday compliment or an invitation to an online VIP customer event will be a great icing on the cake.

Use enhanced product content and AR

Imagine interpreting what an item would feel like in your hands or look like in your home. Today it’s possible to implement with the help of rich product content and AR. If a customer can get an accurate idea of what the product will bring them or see what their new furniture would look like in their home, they will make a purchase with more certainty and satisfaction.

Keep user experience in mind

You should make sure your shop is user-friendly on all devices, whether a user browses your online shop on a desktop or a mobile device. The most important thing is to make sure that the online customer experience is frictionless and everything works properly. If you want to make improvements, you can for example create a survey in which you ask your customers if they would prefer an app for their online purchases. It shows customers that you care about their opinions and their needs. In return, offer a discount code or a small gift for their next order and you’re sure to get responses.

Avatar for Wouter Maatman

Digital Marketing Manager at Icecat N.V.

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