Ecommerce has had consistent growth in the last decade. With the pandemic closing doors of many offline stores, online buying through eCommerce websites has seen a rapid rise in the last year.
A Dimension Data report found that 92% of companies that focus on CX saw an increase in customer loyalty, and 84% saw an uplift in their revenue numbers.
What customers using eCommerce platforms expect?
Customer experience is brand experience. The need for major revamps is a necessity to meet the huge demands that customers have post-pandemic era. Even though the pandemic is not over, trends show that people who are accustomed to quick delivery and nice customer service might not completely go back to shopping normally.
So what are some things a customer in e-commerce wants a business to have?
1. Quick resolutions
When a customer buys a product they are eagerly waiting and excited about their product to arrive. Now if there are any glitches from their side like wrong address input, it causes a delay in receiving the product.
A customer would surely like to avoid this and get this or any other problem, especially if concerned with payments or so resolved and give them a satisfactory resolution for any problem faced.
2. Remember customers
A customer who has been buying from you is doing so because you have done something right. If they contact you from any portal you might have, they expect you to remember them.
Doing this for small businesses might still be a tad bit easier but what about when you are not just a start-up and have too many customers but still want to show you care. Doing this will make the customer feel valued and recognized.
3. Easy access anytime
If you have an offline and online store or just an online store, you need to keep in mind that customers are not using just one gadget for their shopping, some might use a phone. Some on laptops and even on tabs.
You need to make sure that your presence on every kind of platform is it on call or on a website offline has be consistent and reflect the values of your brand. Customers might feel inclusive when they can shop from the platform of their choice.
4. Have relevant information
For products on display or products you offer, services have to be exact and the products need to show relevant information. This includes having all details of every single product right from the price to the simplest of specs.
If the information is not relevant then be rest assured that the customer won’t make the final purchase even though they have been lured to your eCommerce website through any means
5. Take feedback into consideration
When a customer is dissatisfied and gives feedback if you store it and actually implement it to make it a good customer experience then the customer will buy more from you, which means more business for your brand.
It is common for customers to feel dissatisfied with some product or a particular service or delivery. But if it is something that is collectively complained about, the business needs to notice it and take action.
5 Tips for better customer experience in eCommerce
1. Easy to find information
As an eCommerce website, you need to have some basic information like how long delivery will take or what methods of shipping you use etc, available to customers at all times. Customers can’t call up every time they need this information and even your call center’s time and energy are wasted on what can be solved with FAQs.
Implementing knowledge management software helps you curate relevant information into FAQs and articles on your website itself, so the customer can have the self-service experience without having to ask any customer service executive.
2. Fast service
Nowadays, no one has time to wait for things to happen. A customer would rather have their products delivered quickly and prefer that to not to buy at all. After the customer buys a product and has queries, you need to have the means to give quick solutions.
With agent scripting software that a knowledge management software offers you can give quick solutions to any of your customer’s complex queries on delivery or exchange of items or any payment-related queries.
3. Integrate CRM with a knowledge base
When a customer contacts you for any query, having all information ready about their purchases is important. Your CRM base keeps track of this information, but how will a customer executive at a call center know this?
A knowledge management software can keep track of all customer information and purchase history and reflects this when on-call or chat with the customer. This not only helps in having a record on display when required but also decreases the Average Handle Time (AHT) of a certain resolution.
4. Reflect on real time feedback
Many customers might feel that their feedback is not being reflected. Of course, there might be a lot of positive and negative feedback for an eCommerce business. One way to take feedback is when on-call or chat with customers.
When using knowledge management software, you can get feedback in real-time. The platform helps organize these in a file and even download these patterns or feedbacks as a file so you can study them and see what most demand and make capable changes.
5. Have omnichannel presence
With a lot of shopping happening through eCommerce sites, there is a need to bridge the gap between offline and online portals of shopping and the shopping experience. A customer now prefers to buy on the platform and interface of their choice and won’t conform to the brand’s rules.
To keep up with this, you can use knowledge base software to help you format content, post on all channels of your choice, and even give a preview of how a certain FAQ, article, or page looks on different devices.
Ecommerce platforms need to utilize this surge time to keep up and deliver according to what the customers expect to run their business for a long time. A knowledge management software helps in all areas of need with this.
From reaching new expectations to solving queries in no time and maintaining brand value through consistent delivery, it does it all. There is a lot you can do by integrating knowledge management into your eCommerce platform. Want to see how it works for your site? Check out how here.