Searching for new ideas on how to improve the shopping experience is a task that should be applied more often in all digital businesses. The result of a good shopping experience increases the chances of increasing the purchase ticket andretaining your new users. Therefore, here you will learn how to create a good shopping experience in your business.
It’s important to note that the customer’s buying experienceis one of the main factors in their return to buy from you. To get the first ideas of how to improve the shopping experience, ask yourself why you buy where you buy. Several answers can come out of this experiment, such as: customer service, offers, more comfortable prices, among others.
As you can see,an online shopping experience depends on many factorswhich must mature to reach a stable point. In addition, you will realize that if you do not have a good shopping experience, you willprobably not return to buy a place or you will think about it countless times.
Learning from our own experience with other businesses will give us a clearer picture of what we want to do with our business. Therefore, to help you further with this brainstorm, we will provide you with some ideas on how to improve the shopping experience. In addition, you will know what factors negatively impact the online shopping experience.
What is the shopping experience?
Before you know how to improve the shopping experience, you must know what a shopping experience is. This term refers tomultiple perceptions that the customer has when he is going to make a purchase within a business. That is, emotions, stimuli and feelings are involved in a purchase.
That is why a memorable shopping experience encompasses a number of well-structured procedures, from yourdigital service toolsto the presentation of your products. In this way, we will be able to positively impact the client and their abandonment intentions will be reduced to the minimum.
Therefore, it is important that you put yourself in the role of the consumer. Analyze well what thestages of the sales processare and analyze if each one is offering an adequate message.Be your own customer and simulate fictitious purchasesso that you know better how your business behaves during a sales process.
It is important not only to stay in the analysis of the shopping experience, but to start creating quick and effective solutions to improve the deficiencies you find. Therefore, below, you will learn5 key strategies on how to improve the shopping experience. Let’s get started!
5 strategies to improve the customer experience
Now that you know what shopping experience is and how to identify it within your business, it is imperative to establish strategies that refresh the shopping experience of your business customer. Therefore, we present some steps on how to improve the shopping experience.
Promotes fast sales process
Sales in a company must have agile purchasing processes. Having an agile system will avoid customer frustration when purchasing a product. Having this process poorly implementedwould cause the cart abandonment rate to increase or decrease the percentage of customerswho returned to buy from you.
That is why, if you want to know how to improve the shopping experience, ask yourself if access to information is at hand. For example, your client has a question before buying, writes to you and does not have an answer. This encourages abandonment. Therefore,purchase chatbots that help you respond immediatelywhen your customers write to you.
Another way to achieve this is to reduce the burden of paperwork when they go to make a purchase. In other words, the client does not have to spend so much time completing information fields.The less data you ask for, the better the shopping experience. A clear example is Amazon withits 1-Click Ordering shopping system.
In short, reduce to the maximum any non-dispensable process in each of the stages of the sales process of your business.Light, direct and effectiveare the three adjectives that should refer to your purchasing processes.
Serve your customers quickly. Provide a 24×7 experience because now there are more options for them within reach of a click.
List a guide to your product
Be clear about the frequently asked questions that your users have about your product. Perhaps you can find aspects that you did not take into account when communicating it. Although there will always be repetitive questions, it is essential that you get the help of abusiness chatbot. In this way, you will be able to serve your customers much faster.
Remember that if you want to know how to improve the shopping experience,you need to serve your users as soon as possible. And that is whywe recommend chatbotsto you . This tool sends automated messages 24 hours a day every time your client writes to you. In this way, you will reduce the rate of abandonment.
Not all the work will be done by the bot. There are complex questions that will require the presence of a virtual agent. Therefore, properly train your entire sales team on your product. Not just a product training, but promotions or offers that your marketing team is going to launch. You must connect all areas to promote a good shopping experience.
Create irresistible sales points
The key to how to improve the shopping experience is to create or offer spectacular products. Not only at the level of usability but how you present it. A clear example is the Miniso store, whose products are visually attractive.
Also,create suggestions in the shopping cart. That is, when your customers are about to complete their purchase, offer products related to the products that they are going to take away. In this way, customers will buy more without feeling pressured, which improves the sales process of your business.
Offer good after-sales service
Offering a memorable shopping experience is not just about users paying for our product and we forget about them. We can offer you many more things such as shipping on the same day of purchase, free delivery and even some souvenirs of your own brand.Always offer something more so that your customers leave happy.
In addition, you can offer guarantees such as the return of the product in case it is damaged or has not been physically convinced. All this will depend on what type of business you have and how profitable it is for you to offer these small gifts to improve the online shopping experience during an after-sales service.
Never stop analyzing your business data. Get to know your customers and their behavior well, and take action based on them.
Analyze your customer data
If you are really looking for how to improve the shopping experience, it is important that youapply a lot of the analysis of information that your business offers you. This can be very useful to implement new measures that improve the shopping experience.
But how to achieve it? The main resource is to know the testimony of your clients. You can achieve this through customer satisfaction surveys. You can put incentives on customer response through discounts every time they complete a questionnaire about the shopping experience within your business.
Now that you know how to improve the shopping experience, discover what are the practices that can deteriorate the shopping experience of your business customer. In this way, we want you to avoid problems in the future.
How is the customer experience affected?
It is important to know what situations can affect the shopping experience of a business. This way you will make fewer mistakes. Remember that, in the face of a bad experience, the reputation of your business will be affected andwith this the number of your sales.
To avoid this, we present some aspects that you must take into account.
Not having good customer service
As we have been mentioning,not having good customer service greatly affects the online shopping experience. Customer service offers the necessary confidence to build a good relationship with the customer, not only in the short term, but also in the future, they will consider your business as a reference for their next purchases.
Now, customer service is not only the relationship between your customers and your service agents. You should also consider technology as part of digital customer service. For example, an optimized and adaptable website, good audiovisual quality of your business orthe implementation of chatbots.
limit options
Today’s customers want flexibility and get the same communication on the digital channels where they are. For this reason, it is important thatyou rely on omnichannel softwarethat allows you to communicate with the client from any digital channel. It is important that the omnichannel platform unifies all these service points.
On the other hand, it offers 24/7 attention. And you can achieve that without the need to hire more staff.It is enough that you implement chatbotsin your main channels such as Facebook Messenger andWhatsApp so that you can achieve it. In this way, your customers will always be served.
Not accompany in each sales process
Not being present at all stages of the sales process affects the shopping experience. The customer needs information so that they feel more confident about buying a product or not. Above all, this uncertainty increases in online purchases. Therefore, implement the necessary technology to offer a good omnichannel experience in your business.
Ensuring that all your channels are in one place is the first step for you to be able to help your customers during a purchase. This, because you can save the chats and see the conversation history that allows you to know the user who has already communicated with you. In this way, the help will be much easier.
Not taking care of the visual elements
Not earning the first impact of customers harms the online shopping experiencesince it takes away the motivation of the user to continue on your website and view your products. Worry about having an orderly and easy-to-use website, but one that does not take time to load. They are small details that can put you ahead of your competition.
Now that you know how to improve the shopping experience and what mistakes you should avoid, I invite you to put what you have learned into practice and gradually improve the shopping experience of your business. Remember that you must always perfect this technique, since it is not written in stone.
