Brands that don’t offer positive digital customer experience are in great trouble. Customers stop doing business with a company after just one bad experience.
A seamless customer experience across your digital touchpoints can drive revenue, engender customer loyalty and build your brand. You can enjoy these benefits when you incorporate a contact center to handle customers’ communications from various channels.
Leveraging technology that your customers consider accessible, responsive, connected, and empathetic can improve the digital interactions between them and your business.
With an ever-evolving digital landscape, communication should be easy, enjoyable, and meet your customers’ expectations. While this is not as easy as it sounds, identifying which digital experiences to make can ease your struggles.
Read on to learn about 6 tips to enhance the digital customer experience. You will find excellent improvement opportunities to help fix your online customer experience.
1. Provide Omni Channel Communication through Contact Center
Businesses that continue to excel now use online call center software to engage with their customers. The contact center solution offers support when customers encounter challenges while shopping through mobile apps or websites. Entrepreneurs also get to communicate with their clients through live chat, email, or social media.
Embracing the top contact center software solutions can help your business offer smooth interactions. Integrating them with other channels allows you to provide a unified customer service experience.
Seamless online interaction reduces customer friction. Customers are happy when their calls get logged on your help desk, and agents follow up with an email. The best call center software streamlines communication across the company.
It allows customers to switch between multiple channels and get the necessary support. Omnichannel communication saves time and provides recorded interactions, which eases follow-ups.
Are you looking to make your business profitable and keep your customers happy and satisfied with your services? Providing omni channel communication via the contact center enables customers to seek assistance from your contact agents through phone, social media, website, etc.
2. Map Out Ideal Customer Journey
A customer takes several steps before they finally make a purchase. The journey varies from one customer to the other. Understanding their journey enables you to eliminate or reduce obstacles to a better digital customer experience.
Here is how an ideal customer journey starts and ends:
- They see an ad for your product on social media or other channels.
- They click on the link, which directs them to your website, where they subscribe to get a coupon code via email.
- They receive a link in their email with a new customer coupon code which automatically loads into their shopping cart.
- The customer adds the advertised item to their shopping cart and leaves the site.
- A day later, they receive an automated email regarding the item still in their cart.
- The alert prompts them to return to your store, where they will find the item in the cart and coupon.
- The repeated interactions, coupled with a generous returns policy, build their confidence to make a purchase.
- The customer checks out and turns to the recommended software to track their package and obtain real-time shipping updates.
- They receive their package after a day or more and are satisfied with the product or dissatisfied with it, thus opting to use the easy-to-use return.
- They ship back the item and track the progress.
- They receive an alert that the item has arrived, exchanged, and shipped back to them.
- The customer finally receives the new product and is happy with your digital customer experience.
- They fill out a customer feedback survey and leave positive feedback.
These steps provide an ideal customer journey that many businesses envision. To enhance your digital customer experience, go through these steps, anticipate potential scenarios and prepare for them. Such efforts can help you meet your customers’ expectations.
3. Improve Your Website’s Loading Speed
Customers abandon a site that takes longer to load. According to Google data, the bounce rate increases by 32% when the page load time drops from 1 to 3 seconds. Bounce rate reveals the rate at which visitors leave your website without engagement.
Customers want to receive rapid results when they click through. Otherwise, they exit a site whenever they encounter too much friction. Your online store should offer better website and mobile site load times to enable visitors to view more pages and buy more. In other words, speed equals revenue and seamless digital customer experience.
4. Create an Easy-to-Navigate Website
Customers prefer to shop in their favorite online stores because they find products quickly. Physical stores group items together. They place clothes in one section of the store, home décor in another, and foodstuff in another.
An online store should have the same ease of navigation to enable new and existing customers to find what they want quickly. Once there, they should easily see the top selections and related categories.
You can learn how to group your products by visiting the most successful brands in your niche. Look at how they have organized their products into online navigation groupings, making it easy for their customers to find what they need.
5. Use Real-Time Analytics
Brands that use a data-based approach to build their digital customer experience tend to meet customer expectations. They’re able to receive a real-time report of their customer interactions, evaluate it, and fix what is not working.
Real-time analytics are incredibly vital in this fast-paced world. The customer data analytics tools allow you to access insights into your customer efforts as they navigate your online store or website, engagement rates, bounce rates, customer conversion, and more.
Extracting such figures from the best analytics tools enable you to search for new tactics to personalize customer interactions as they move along their journey.
6. Publish Product Reviews
Product reviews and ratings from trusted sources are important. Customers want to learn more about your brand and products from others before they commit their money.
Social proof is powerful because it tells your website visitors what others think about your products and what they’re purchasing.
You can publish reviews, ratings, testimonials, and case studies because they attract more website visitors. According to research, positive product reviews encourage nine out of ten people to buy from a brand. Nearly 56% of customers change their minds about a company or product after reading a review.
They’re also likely to rate the product and invite others to purchase from the business when their customer experience mirrors that of previous customers. Negative reviews can help you learn where to improve your digital customer experience. Potential customers cannot know what others are purchasing on your online store or even build trust in your products or services.
Paying close attention to your customers can help you optimize their online customer experience. Delivering digital interactions that make your customers happy and content can provide exceptional business opportunities, drive revenue, engender customer loyalty, build your brand, and much more.
You can maintain relevance in this fast-paced world by applying the 6 tips to enhance the digital customer experience. Offering seamless customer experience influences your business performance regardless of the competition in your industry.
You can experiment with one or more of the strategies mentioned above and find what works best for your business.