To thrive in the online world, you’ll need to boost customer experience and confidence. Even if you have all the traffic, and best SEO that ranks you number 1, you could lose the potential sales if your customers are not happy or sure to do business with you. Here are 10 tips to boost customer experience and confidence:
1. Give Value
The more your customers find that your site has value to them, the more likely they will come back. Giving value can be in many forms, such as coupons, free ebooks or gifts. When your customer opts in to your email subscription list, this is where you can put more thought into sharing some valuable content that helps them in their daily lives.
2. ‘Helpful’ Blogging
One of the ways to provide value is also by writing helpful content through blog or article postings. Find out the problems that you customers deal with. Then create a list of articles, using the right keyword that you want to target for search engine optimization. Build upon as many articles you could regarding the main keyword, and write emphatically. This method will help build your credibility and also your customer’s confidence.
If you would like to learn more, we highly recommend reading How to Blog Effectively: The Anatomy of the Perfect Business Blog Post by SparkReaction
3. Descriptive Product Details
If you are starting an e-commerce website, product details matter on how confident your customers are likely to purchase your product. Think of ways to boost customer confidence, such as providing returns, money-back guarantees, payment methods and product support. You can also include videos, tutorials or documentations in your product details page or resources page in your website.
For tips on writing good product descriptions, you can read 9 Examples of How to Write Product Descriptions that Sell by Shopify.
4. Customer Support
Offer customer support by having a contact us page, set up an email dedicated to customer support will be helpful to your customers as well. If you deal with a large volume of customers, having a ticketing system will allow you to manage your customers systematically. Also, it might be great to consider hiring a digital assistant to help you in customer support duties.
Dealing with customers can be tricky, read 6 Keys to Improving Customer Service Skills by SurveyMonkey.
Emotion can be sometimes overlooked as unimportant, but in fact they do. Does your website exude a touch of emotional response? Think about it. When your customer opts-in to your email mailing list, does it put a smile on their faces? Thinking every emotion or thoughts from a visitor’s perspective can play a big role in customer satisfaction.
6. Website Speed
If you are not sure how fast your website is, we highly recommend PageSpeed Insights by Google. You will be given a speed test from 0 – 100 with fixes that well help improve your site better. Website speed is important for more customers, and there are more methods on how you can optimise your website. If you need some help in this, especially for WordPress – do feel free to contact us.
7. User Experience
User Experience is how your customers interact with your site – whether on web, mobile or tablet. If a site’s UX is badly done, chances are customers will never feel confident in returning and using the site. If your site is not responsive, we advise to get help from a web developer to make your website mobile responsive.
We have written an article on 10 Checklists to Improve Website UX for you to learn more.
8. Social Networking
The art of social networking can be hard for some, but there are generally a few basics points that will help you ‘speak’ the right way. Take a look at trends, hashtags and photography styles. Your customers are used to seeing these elements in their daily lives, and it wouldn’t be awkward for them if for example, they see that you are using a hashtag of your own. Call it social confidence, and you will realise how big this can pay-off if done in the right way.
Usually your customers would be more comfortable seeing a web layout that is similar to other stores. If you have a store for bespoke men’s clothes, they would have an expectation to see a design that speaks elegance and masculinity. Find out how your ‘competitors’ are doing it, and think of how it can be done better for you.
10. Get Feedback
There are a few ways you can collect feedback than having a page on a website. Why not reward your customers for sending their opinions? You could set up a live chat tool, send emails, create opt-ins and have them fill a survey. Gathering regular monthly feedback will tell you what works for them – quicker than A/B testing.
For more information, read The 5 Best Ways to Get Feedback from your Customers by KISSMetrics.
The best way to have a solid customer experience is to have a plan that tracks results. There are tools such as Hubspot which provides a suite of tools to automate, track and gather useful data of your customers.
You could also use Social Media as a way to understand how your customers actually think and want. Improving on experience takes time and if you need a free UX audit, contact us and we’ll help you.
Want to learn more about CX? Here are great books to read:
- What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
- The Customer Experience Book: How to Design, Measure, and Improve Customer Experience In Your Business
- Service Design for Business: A Practical Guide to Optimizing the Customer Experience