When it comes to bringing customers on board, you’d like to hope that it’s the quality of your products or services that is the most important thing. But in fact, this is only half the battle — the other half is in making sure that it’s a smooth buying experience. There have been plenty of companies with potential that never quite reached the heights they were capable of because they didn’t spend enough time refining their customer experience, and making sure that the buying process was as smooth and straightforward as possible. Below, we take a look at some essential tips that’ll help you to move in the right direction.
Think Like a Customer
If you’re only looking at your business from your side — the company view — then it’s likely that you’ll be overlooking something. There might be one small thing about your website that puts your customers off, but, because you didn’t look at it from that angle, it slipped your mind. Approach your website as if you were a new visitor who may become a customer (or have someone else do it if you’re too “close” to the site), and make a note of anything that disrupts the user experience.
Be Available
Even if you have a wonderfully designed, user-friendly website, it’s unlikely that you’ll never have a problem. Every company has customer issues from time to time! While you can’t always prevent them from happening, you can change how you respond to such issues. As such, make sure that you’re making help available. This can mean operating a phone service during regular hours, and more extensive social media coverage. People don’t like to feel as if they’re talking to a brick wall when something has gone wrong — make yourself available, and deal with any issues as and when they pop up.
Easy Processing
Sometimes, the biggest jump isn’t between getting people to visit a website and find something they’d like to buy. The biggest leap is between having an item in the shopping basket, and actual paying to finalize the order. The rates of shopping cart abandonment can be pretty high, and the frustrating thing is the abandonment usually happen for stupid reasons — such as there being too many steps before paying, too many upsells, or limited payment options. If you’re operating internationally, then look at integrating BlueSnap into your website. It has widespread coverage since it can be used in some 180 countries. Doing things like being upfront about the total cost of the order — rather than surprising people with additional charges at the end — will also help.
Stay Consistent
The people that cause the least amount of trouble are the ones who are consistent in their actions. The same can be applied to companies. If you’re routinely offering the same level of service, delivery times, prices, and so on, then you’ll be making it all the more straightforward for your customers. They’ll know exactly what they’re getting when they use your business. No surprises, just great service.
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