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Enhancing the Online Customer Experience
In today’s world, browsing for products and services online has become second nature. Whether casually scrolling on a phone while watching TV, Netflix, Streamer or making more thoughtful purchases at work, much of our time is spent researching online.
As businesses, this shift means that the online customer experience is something we can’t afford to ignore. Every aspect matters - from the design and functionality of your website to how easy it is to navigate and find essential information.
In this article, we explore the importance of online customer experience. We’ll cover what customers expect, the common frustrations they encounter on websites, and simple adjustments you can make to enhance their experience when they visit your site.
Research from Forbes shows that 61% say that if they don’t find what they’re looking for within about five seconds, they’ll go to another site. This makes user-friendly navigation essential for keeping potential customers engaged.
To improve your site’s usability, ensure visitors can easily find the information or products they're after. One effective solution is adding managed live chat. With real people behind the chat, you can assist visitors directly, answering their questions and guiding them to the right place, rather than leaving them to navigate the site on their own.
Google’s Mobile Usability Report reveals that 74% of users are more inclined to revisit websites that perform equally well on mobile and desktop—a reflection of the growing trend of browsing on smartphones and tablets.
For businesses, this underscores the importance of designing websites that are optimized for mobile, ensuring a seamless experience for users regardless of the device they’re using.
Personalization on a website can take various forms, from suggesting products based on previous purchases to tailoring content that aligns with a user's preferences.
Investing in personalization is crucial, as 91% of customers are more likely to choose businesses that offer a tailored online experience, according to Accenture.
Incorporating features like Live Chat can enhance personalization by enabling customers to ask specific questions and receive immediate, relevant responses, further improving their overall experience.
Around 83% of customers express the need for better support when shopping online, often finding it lacking. Implementing responsive tools like Live Chat can address this issue by providing immediate access to support agents who can answer customer questions in real-time.
A one-second delay in website loading time can decrease the likelihood of a purchase by roughly 16%, which is especially concerning given the abundance of competitors offering similar products and services.
Whether it’s slow-loading pages or difficult navigation, customers are increasingly emphasizing the need for websites to perform better and enhance the overall online experience.
Nearly 20% of customers have walked away from an online purchase because the checkout process was too cumbersome.
Think about that for a moment - customers who are ready to spend money end up abandoning their carts because the process is too difficult.
If someone is ready to pay, it makes sense to streamline the experience and remove any unnecessary hurdles, right?
Adding managed live chat to your website is an excellent solution for offering personalized experiences.
With real customer service agents available to respond, you can provide tailored answers to specific inquiries and even reach out proactively to assist visitors, ensuring they find what they need.
The simplest way to identify areas for improvement in your online customer experience is by directly asking your customers. Conducting surveys can help you pinpoint the most significant issues, allowing you to prioritize and address them efficiently.
Streamlining the payment process should be a key focus. Reducing the number of steps required for a customer to complete a purchase can significantly enhance their experience. Many websites now feature one-click purchasing for this reason.
Additionally, consider offering a variety of payment options to accommodate different customer preferences.
In a market where many websites offer similar products and services, the online customer experience has become a crucial differentiator.
Delivering an exceptional experience is no longer an optional extra - it’s essential.
For more tips and strategies on enhancing your online customer experience, check out our blog.
