6+ Ways for More Conversion Rate to Improve E-Commerce Customer Service

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JanBask Digital Design
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To boost your conversion rate from where it is to where it should be, first you have to understand your business.

Worldwide, when asked by the consumers; 60% of the customers said they stopped using or purchasing that particular brand because of poor eCommerce customer service. It has been also estimated that it costs around five times more to attract new customers than making them stay for a brand. So, retaining customers and keeping them happy for a successful long-term relationship is key.

A few facts that are not to be missed:

  • By 2040 approximately 95% of all purchases are expected to be through eCommerce.
  • The eCommerce share is expected to increase by 72.9% by 2021.
  • 85% of consumers always attempt to do online research before making any purchase online decision.
  • Around 12M to 24M eCommerce sites are present.

Why Customer Service Matters

As per the Microsoft State of Global Service Report, 61% of consumers now view customer service as the most important element. And in 2021, customer service is expected to take over price and product as the major brand differentiator. A customer experience is the only way through which you can build trust and persuade repeat purchases.

The Best Example of Customer Service

eCommerce is one of the most challenging sectors to operate in but one company that consistently delivers eCommerce customer service remarkably is Amazon. Amazon is the world’s most customer-centric organization and has had a strong focus on customer satisfaction from day one. In 2019, Amazon won a hat-trick of customer satisfaction awards including the GlobalData Best Retailer award. Following Amazon’s lead, customer service should be the heart of your eCommerce business strategy.

What Is a Good Conversion Rate?

To boost your conversion rate from where it is to where it should be, first you have to understand your business. Average eCommerce conversion rates are 1% – 2%. A 2%+ conversion rate should be the baseline goal for your online store. CRO plays a very important role in building up marketing strategies.

List of eCommerce Technologies

Effective eCommerce technologies make it possible for the brands to make the most of it with an increase in online shopping. But, for some consumers, there’s no substitute for experiencing products in real life. Let’s have a look at some eCommerce technologies that can set up an in-store experience:

 

Cross-Channel Optimization

Making sure that the purchasing process is easily done; despite the channel, a consumer will be taking a full purchase. Websites should be optimized to account for the purchases with the help of the mobile apps, that are combined with in-store pick-ups so as to make it easy for the shoppers to get facilitated.

 

Online Store Information

The main matter of concern among the customer journey is to collect all the information concerning online stores. Moreover, providing the store hours and the information of the product highly affects the store inventory and also making it possible for the person to visit and make final decisions regarding the purchase.

 

Inventory Integration

Make sure that store inventory accurately reflects what’s listed online. Real-time updates can improve the customer experience by allowing consumers to review inventory ahead of time—which studies show is becoming the expectation rather than an add-on.

How to Optimize an eCommerce website to Improve Customer Experience? 

The biggest question that comes into mind is how to optimize an eCommerce site. Conversion rates can be boosted greatly by improving customer experience. Let’s have a look at some ways in which you can improve the customer experience for your eCommerce store.

 

Navigating eCommerce Site

Navigation should be easy for an e-commerce site, so customers can search quickly with a minimum amount of clicks. That is why it’s very significant that the e-commerce businesses can endow with the products which are easy to find; with a clear map of navigation stating product categories and subcategories correctly tagged. According to the research, 50-80% of the users switch to your competitor’s site because their needs are not satisfied.

 

Pricing and Payment

Pricing is the first thing that one thinks about when looking for an eCommerce platform. When your business has just started or even well-established; all you need is your business to be online and moreover what you’ll be paying.

Maximum platforms have a monthly fee. It all depends on what type of platform you get where the cost may differ. Moreover, considering the processing fees that are linked with the platform. Ask for all the pros and cons associated with getting the best of your budget.

 

Proper Utilization of Photos and Product Description

The biggest mistake done by many e-commerce sites is that they keep the same photos and details; that are used by one store and the same other stores for many years. One should come up with extra thoughts to differentiate; such as creating product videos, customized photos, and state descriptions in a way that a human is getting a clear picture of a product into his mind.

The customer demands a real picture of the product. If you are selling someone else’s product; you should take your pictures and create something unique to stand out from the competition.

 

Featuring Customer Reviews

Customers always trust customer reviews more than any retailer or brand product details. An e-commerce site is the only way through which the customers get the exact review for a particular product they are looking for. A review of a product can help in driving more traffic. To make purchase decisions trouble-free; shoppers anticipate unbiased reviews and information.

 

Customer Service

Your main motive should be customer service and what are they demanding in an e-commerce site. Customers should be provided with the service in every aspect possible. The main factor is to set up and manage the expectations of the customer. Customer’s needs and inquiries should be managed, recovered and always prepared to be tracked 24/7.

 

Payment Gateway

It is not at all an easy process to get accepted for a payment gateway and credit card processor. So, it’s always better to research well and also prepare yourself. Before you apply, you must secure your checkout process in the following ways:

  • Create a Privacy Policy and Return Policy
  • Decide the mode of delivery
  • Service provider phone numbers & email address

 

Social eCommerce Support Team

Your eCommerce Support services are meant to be promoted and also let others promote through different forms of social media such as Facebook, Twitter, Instagram, Pinterest, etc. It should be:

  • The media platform should be such that it connects with the customers in the best possible way.
  • Content should be posted and supported for connecting with customers and followers.
  • This platform helps to advertise, connect with influencers on every platform for gaining more potential buyers.

Conclusion

Moving it from a traditional way of shopping to an online version can be slightly intimidating especially with so many options to begin with, that is why choosing an optimized eCommerce site is very tricky for business owners. Many companies might not be taking customer service activity seriously, but they should aim to give more importance. If you are looking for ways to have a better e-commerce website design, optimize eCommerce Customer Service, and support for conversions where you can make things better and recover.