There are plenty of gimmicks available to improve experience on ecommece websites, but none better than creating real experiences for customers.
Real customer experiences also allow you to learn so much more about them, as well as increasing conversion and lead generation rates.
Bringing the power of a human touch to your ecommerce website bridges the gap that you currently have between you and your customer. They aren’t happy with your service or products, but you don’t know why. They attempt to reach customer service but they get hit with complicated systems and robotic scripts. Systems that never get to the root cause of the customer’s issue.
Robots and scripts don’t solve the problem.
A human can solve the problem and encourage the customer to convert:
1. Pain free customer service
If customers are using your ecommerce website to buy from you, guess where they want to reach out to customer service. Your website!
They don’t want to switch channels and send you an email – only to get a painfully slow response after they’ve already left your website. They don’t want to call customer service – only to be faced with an irritating interactive voice response (IVR) system and cringeworthy hold music. An incredible 93% of negative customer experiences are occur because the customer is put on hold.
Customers want support right there when they need it – on your website.
But not only do you need to provide customer service on your website. You also need to ditch the annoying automated robots and stale scripts. If you are using an automated system for phone, email or any other channel at the moment, there is a good chance that you’re ticking your customers off.
Get rid of painful automated systems and bring back a real human touch to your website.
Let your support agents get to know customers and have a friendly chat rather than an unfruitful, stale exchange of drivel. Add human customer service to your website in the form of well executed live chat and delight your customers time and time again.
2. Stop abandonment dead in its tracks
At The Chat Shop our highly trained agents make these human connections through live chat. Combining in-depth website analysis and constructive conversations we are able to increase conversion, generate leads and improve customer service.
Come and meet us at Stand 222 at eCommerce Expo 2015 to find out how Real People and Real Conversations can deliver Real Results
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A human touch doesn’t just leave your customers satisfied, it can satisfy your bottom line too.
Basket abandonment is of course a pain for every ecommerce website; the average documented online shopping cart abandonment rate stands at 68.53%. There is no quick fix to basket abandonment. A large portion of your abandonments simply come from your customers using their basket as a comparison table or wish list.
But there are abandonments that you can solve, just by adding a human touch. You can solve the abandonments where customers are faced with an error code, where they don’t have the information that they need or where they can’t choose the perfect product for their needs.
Proactively offering these customers support, through behavioural targeting and human interactions, can help these customers convert. They want to convert, so help them!
If a customer gets a technical error then they might not be very tech savvy or need to be walked through a solution. If a website visitor can’t find the information that they need to convert, then their questions might not be answerable by webpage copy or FAQs alone. If a customer can’t choose the perfect product for their needs, then personal assistance will help them to convert.
Proactive live chat automatically engages these potential customers when they get stuck. A real conversation with a human can make sure that customers don’t keep abandoning and that you increase your conversion rate.
3. Learn customer pain points
Last but not least, a human touch provides the perfect opportunity to learn about your customers and improve your business because of it.
Quantitative data is great for finding out the average time customers stick around on your ecommerce website, or which pages they most commonly exit from. Qualitative data can provide you with the real reasons for why customers are(n’t) happy with the products that you sell and the service that they receive.
Humans naturally try to make connections with people and help solve their problems – that’s human nature. Having an informal live chat with customers, as they browse, allows you to build relationships with them and it encourages them to open up to you.
Find out what makes your customers tick, what they do and don’t like and what would make them buy more. Record all of this valuable insight in your CRM software and use it to improve your overall customer experience in the long run. Solving problems and improving your service based on feedback increases customer satisfaction and in turn encourages more custom. 60% of consumers say that they would be willing to pay more for a better experience.
Robotic customer service just grinds your customers’ gears. Slow responses and having to switch communication channels does the same thing. A human touch doesn’t just offer the opportunity to deliver outstanding customer service, it can also be used to increase conversion.
You don’t need a gimmick to improve the performance of your ecommerce website, you just need a human touch. Ditch the customer service disconnect and start having real conversations with your customers. With the right strategy and highly trained live chat agents you can dramatically improve customer experience, increase conversion and even generate more leads.
Visit The Chat Shop to make an appointment with them at eCommerce Expo.
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