80% of consumers abandon their shopping cart because of bad customer experience and switch to a different e-commerce business that meets their expectations. However, after facing bad Customer Experiences in their purchasing journey, customers stop transacting with the ecommerce company. The bad experience includes web navigation, Shipping policies, irrelevant search results, errors in transactions, and Customer care services like query resolution problems.
Factors affecting Customer Experience on E-commerce Platform:
Shipping time and cost:
What's the first online retailer you think of when you think about 'fast shipping? Is it probably Amazon or Flipkart? Primarily, 
Amazon is the preferred retailer for many shoppers due to their quick shipping and vast product selection. Amazon has revolutionized e-commerce with its ability to offer same-day shipping in many major cities and 2 days or even one-week shipping for most products.
Many stores offer one shipping option, allowing flat-rate pricing and free shipping. It is ingrained in modern life that there is a constant need to do things yesterday. This can be seen when you see how volume stores offer fast delivery. You can sweeten the deal by adding high-quality shipping options to your fast delivery.
It would be challenging to offer Amazon shipping speeds and pricing. However, it is encouraged to offer faster shipping options to those willing to pay the extra cost. If a customer spends over a certain amount, they can get free shipping or a lower price.
Online reviews: Product ratings play a significant role in deciding whether to buy. A staggering 40% per cent of customers said they would not purchase technology products if they hadn't read online reviews.
However, customers will vary in how much research they do depend on their location and the product's price. It is therefore essential to have a lot of reviews. A product that has received negative reviews can still increase sales compared to one with no reviews.
Simple Return Policy:
Despite eCommerce becoming more popular, very few websites have a clear refund policy. Many sites hide their refund policies or make them difficult to understand, leading to many lost sales and unhappy customers.
Customers will appreciate how transparent you are with refunds. Be upfront about your refusal to accept refunds. Even a limited refund policy is better than nothing. People will buy more from companies that stand behind the quality and satisfaction they receive, especially if you have a well-written refund policy.
Loyalty rewards: Customers tend to focus on the lowest price. This makes it more difficult to generate sales. Loyalty is the best way to generate sales. It can take 7 new customers to produce the same revenue as one repeat customer. Your customer's purchase can be rewarded. This will set you apart from other retailers. Like many people who fly with certain airlines to earn points, your goal is to get customers to buy from you so they can redeem their rewards later.
Navigation is easy:
It may sound easy to create an e-commerce site that is simple to navigate, but it's not. Companies spend millions of dollars annually to hire data scientists to improve their navigation and place the learn more button in the best possible spot. However, this doesn't necessarily mean that navigation is impossible.
Let's first look at the Shopify default theme. The default theme is easy to use and has no sub-categories. It's designed for small stores that have a few products on sale. The navigation is easy to use and simple to comprehend.
You have a homepage that displays new products and top sellers, a catalog to showcase your products, and a blog to discuss your products. There will also be an about us page with information about the company. Again, it is simple and easy to use, and it is the default Shopify theme.
Quick Query resolution-
Customers mostly have lots of queries regarding products, services and policies. Bot Solution enhances the customer experience at different steps by quickly responding to frequently asked questions and seamlessly escalating the query to a human agent with all the context.
Also, a Bot (voice and audio) through which queries can be quickly resolved via calls and texts.
FiveS solved problems by implementing solutions and products such as:
1. Bot solutions
Our Bot (voice and chat) solution entitles you to construct a discussion technique that uses memory, individual preferences, and context cognition to provide a natural language interface. Our self-service bots (aka virtual assistants) respond to customer queries and provide relevant solutions and required services. This saves Customers’ time, money, and FiveS Digital’s Client resources.
2. Contact Center Solutions:
Our Contact Center Solution delivers your agents comfortable access to customer input. In addition, we assure that customers have a seamless experience by delivering constant and integrated phone center services via diverse channels. Customers could Solve their issues via call services with the help of this software resulting in a good customer experience.
3. Conversational Analytics :
It helps Chatbots and voice assistants apprehend human conversations and extract insights. It supervises the handling and processing of orders, Liver tracking of orders, demographics of audiences, 360-degree view on customers, personalizing marketing, and capturing feedback.
4. Omnichannel Services :
Our omnichannel services can support multiple customer interaction channels like web, voice and digital, email, and many more, but that's only part of the customer experience. Customers Expect Omnichannel Customer Experiences that support multiple channels in one interaction.
FiveS Digital provides omnichannel services on an e-commerce platform that creates:
Conclusion:
Although it may seem obvious, ensuring customers have an excellent Customer experience should be a company-wide priority. Every interaction with customers determines Customer experience with your Company. If one department or process fails, it will impact your Customer Experience and possibly your success.
Today, excellent customer experience is not only a business goal but a prerequisite for success. You will sell more products and increase brand loyalty and word-of-mouth referrals. FiveS Digital provides solutions and services like a chatbot, contact centre and omni-channel to improve customer experience.
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