Thanks to the internet, businesses can find themselves competing against competitors all over the world. As a result of globalisation, customers are getting bombarded every day with brand messages. Even when you have an excellent service or product, simply getting people's attention and having your company stand out is a challenge.
Changing patterns of behaviour
What’s more, people are busier than ever. Customers today know they have alternatives and won't hesitate to turn to them if you don't meet their expectations. All customers have to do if they're not happy is click away from your site, do a quick search for what they need, and then you're out of the picture. With more people shopping online, improving your customers' experience with your website is essential to maintaining a solid client base and getting referrals.
Keeping customers satisfied online
There are many ways to keep your customers satisfied online, depending on your operational constraints and needs. You could try the following options:-
Improve the online shopping experience
Customers want to be able to see what they've picked out from your site, not only to make sure they have everything they need or want, but also because they need to see what everything is going to cost them. Make it easier for your customers to see what they've selected, what each item costs, what the total expense will be and how much you're adding in taxes and/or shipping.
Flag up offers and benefits
Discounts need to be clear, too. They help customers feel like they're getting a good deal. Mention promotions and offers one last time, such as a reduced rate for spending more than a certain amount. This way, customers get a second chance and won't feel cheated if they find out about them after buying. In general, keep the shopping cart near the top of your page, because people tend not to scroll down far. It should be easy to spot and identify.
Track customer behavior
Customer service software, such as CRM applications, allow you to determine things like how long it has been since a customer visited your site or what they bought. This enables you to suggest other items or services, send reminders or even automate sales. Your customers often get a streamlined experience and at the same time, they feel as though you're treating them as an individual.
Follow up regularly
If you don't follow up with clients, they can get the impression that you are lukewarm about them — and that’s when competitors can easily attract their attention. Email is a decent way to follow up, but more and more companies are also using text. Remember, your customers don't just want confirmation of their purchases. They want to be involved, and they need a helping hand once in a while.
Ask for feedback and touch base just to see if their needs have changed. Offer more information, support or access, and send reminders about events, maintenance or other options. As Forbes suggests, testimonials and customer reviews work well because they build trust and inspire customers to take action.
Jack Bishop is an eCommerce guru, writing for Shopify customer service software solutions. He has a passion for helping small businesses run well with modern technology.