Customer experience or user experience is key to a successful eCommerce website. Shoppers expect a seamless flow of the website, personalisation and an in-store experience.
There are many ways to improve the user experience, starting with a clean and simple website that makes the user feel eased. Call to action buttons help the user to know what to do with measurable results such as adding products to their cart, buy now and check out. Similarly being upfront, clear and transparent about product details, company policies and shipping policies will not only help a shopper but will also help them trust a company.
When it comes to eCommerce, one of the biggest challenges are security breaches. There is a lot of information/data that is involved while dealing with eCommerce and a technical issue with data can cause severe damage to the retailer’s daily operations as well as brand image.
Be vigilant and always back up your data. Post that, you can install security plugins onto your website to prevent it from getting hacked. There are several plugins out there, pick one that works best for your eCommerce website.
When a shopper visits an eCommerce site, how would the retailer know if the person is who they say they are? Is the shopper entering accurate information? Is the shopper genuinely interested in the eCommerce products? If you do not have the accurate details or information, how do you proceed? Well, it does become tricky.
The solution would be to invest in online identity verification. There are different ways to incorporate online identity verification. Some examples include biometrics, AI, single sign on, one time password, two-factor authentication and so on
Shoppers want the same attention on a digital platform as they would get from a sales person in a brick and mortar store. When they have a question or require more information they look for an email address, phone number or the social media channel used for customer support. The search doesn’t stop at finding a particular mode of communication, they want the fastest mode of communication – instant replies to their queries.
The simplest solution would be to implement chatbots (Mindshare states that about 63% of people consider communicating via chatbot) or other AI-enabled tools that help with shopper support.
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