Customer satisfaction has become a vital point of discussion in the ecommerce sphere, particularly in relation to UX and the development of automation software. It is imperative for businesses on both a global and local scale to focus their efforts on cultivating happy and loyal customers to ensure increased sales.
With a few essential and easily implementable strategies, you can start improving your customer satisfaction and service quality. By prioritizing product development, improving the quality of your product listings, and focusing your strategies on your clients, you can see tangible results in your business.
Strategies to improve customer satisfaction
Enrich product content
How often have you found yourself searching through numerous marketplaces websites, unable to find the information you need to make a purchase?
By enriching your product content and ensuring that it is accurate and consistent across all sales channels, you can drive more traffic and sales conversions. The average customer expects to find:
- Complete, enriched descriptions
- Detailed technical specifications
- A gallery of high-resolution images and videos
- Tutorials
- Instruction manuals
- Product aftercare information
Beyond thoughtful gestures like personalized thank-you emails and surprise extras, the packaging itself plays a critical role in creating a memorable customer experience. Utilizing custom packaging from Arka can elevate the unboxing experience, making it more unique and tailored to your brand, while leaving a lasting impression on your customers.
Additionally, providing warnings regarding usage, reviews from previous buyers, and suggestions for other products the customer may like, can all improve the product experience.
Today’s online shoppers are increasingly knowledgeable and expect to find consistent data across all your sales channels. To achieve this level of consistency, a Product Information Management (PIM) system allows you to seamlessly distribute product data to multiple channels and distributors simultaneously, without encountering errors. By establishing a robust omnichannel strategy, you enable yourself to achieve higher levels of customer satisfaction.
Engage with customers
While preparing for new product launches, marketing teams may inadvertently overlook the most fundamental element to ecommerce success: the customer.
Understanding their perspective on the product prior to its launch, alongside feedback once it hits the market, is a vital tool for delivering exceptional service quality. Both positive and negative feedback are important, as they provide invaluable insight into areas that can be improved or built upon.
Engage with previous customers to understand their purchasing decisions, and explore what aspects are a priority to new customers. Utilize diverse forms of analysis, such as:
- Online feedback forms
- A/B testing
- Focus groups
- Satisfaction questionnaires post-purchase
- Customer service calls
- Social media mentions
- Forums
By actively listening to your customer base through every channel, you can gain valuable insight that helps shape business decisions, and position yourself ahead of the competition.
George El-Hage, CEO of Wave Connect, emphasizes the importance of understanding customers through a multi-faceted approach. "Engaging with customers at every stage of their journey is crucial for refining the brand’s products and services. At Wave Connect, we’ve made it a priority to gather feedback through multiple channels, such as surveys and social media, to deeply understand customer needs. When we launched our digital business cards, we took this a step further by adding engaging blog posts that showcased practical use cases and success stories. These posts educate users about the product's benefits and encourage them to share their experiences, creating a valuable feedback loop. By combining this content strategy with real-time customer feedback, we refined the product’s features and integrations, leading to a 30% increase in user adoption within three months. Listening and responding to customers is at the heart of driving innovation and delivering solutions that truly resonate.”
Promote Reviews
For the majority of online shoppers, their primary source of trustworthy information is reviews left by fellow users.
On average, potential customers consult five or more reviews before finalizing a purchase decision.
It is an important element to add to all your sales channels - and actively encouraging customer participation is vital. A simple yet effective approach is to send a reminder email to buyers after their purchase, kindly requesting them to share their evaluation on your website or seller page. To build this confidence further, have your customer service team respond to reviews, addressing questions, concerns, or any negative feedback that may arise. By prioritizing quality customer support and providing effective solutions, you can establish a strong foundation for customer satisfaction.
Provide Key Purchase Information
One of the most common reasons why customers abandon shopping carts or are dissatisfied after purchase is unexpected expenses due to a lack of information throughout the process.
Provide users with clear and transparent details regarding shipping costs and times based on their address or geographical area. Make any and all shipping options clearly visible, as well as the average timeframe for shipment and delivery tailored to their location. Provide FAQs for common concerns (such as potential customs charges) and clearly outline the options and procedures for exchanges and returns.
Personalize the Customer Experience
The companies we return to the most are often those that provided high quality treatment that felt personalized to your needs. By shifting your marketing approach to focus on the individual, you not only elevate your brand’s reputation but also create lasting relationships with your customers. Some methods are:
- Personalized thank you emails
- Private consultations
- Surprise extras and/or free gifts
- Discount coupons for birthdays or anniversaries
- Compensating customers for poor experiences
- Promotional gifts
Enhance your Customer Service
Ensure that you provide multiple communication channels for your customers, including but not limited to:
- Phone
- Live online chat
- Social media messaging
By offering a variety of options, you can cater to individual preferences and ensure each user can engage in a way that is comfortable for them.
76% of online shoppers consider the quality of customer service as a key factor when considering a brand or company: even for globally renowned brands, providing poor customer service and leaving customers feeling disregarded will worsen your brand reputation.
Depending on your product/industry, consider expanding customer service availability to 24 hours a day. By doing so, you demonstrate your commitment top providing prompt and reliable support to your customers whenever or wherever they need you.
With Sales Layer PIM, you can improve your product data and distribute it seamlessly across multiple channels, ensuring your customers will see consistent and accurate information wherever they are purchasing from.
Start your journey today with an all-access trial of Sales Layer, free for 30 days.
