How to Keep Your E-commerce Store Growing?
Online shopping is exploding in popularity. In the United States, there were 263 million digital purchasers in 2019. By 2024, this number is expected to rise to 282.7 million online shoppers. These figures demonstrate how the struggle for consumer attention has shifted to the internet.
Sustaining an e-commerce store and retaining customers amidst a global pandemic might look like a big deal. However, certain strategies come to the aid. These strategies build a strong foundation for any web-store and help a web-store to flourish.
The main question that arises here is how to compete with other e-commerce stores and still manage to stand out and keep your business growing? What can firms do to improve their competence?
Here are some best practices to keep in mind:
1. Being Organized
Following an organized structure is one of the most important parts of a good customer service department. Even if you have a well-functioning process and a highly motivated crew, things might fall apart if you lack structure. Keeping track of customer dialogues and providing your staff with collaboration tools ensures that everyone is on the same page; so, nothing slips through the cracks.
Using a shared inbox, saved responses for commonly asked questions, and collision detection, customer support personnel can respond to clients’ inquiries in a timely and organized manner.
2. Using Customization and Personalization to Stand Out from the Crowd
In contrast to cases where consumers just want rapid answers to basic concerns, there are occasions when they desire a tailored approach and professional guidance. Online customer care entails more than just item monitoring and refund processing. Agents must provide recommendations to help consumers make the greatest purchases for them in order to deliver the finest experience.
3. Customer Reviews — A Powerful Tool to Attract Folks
Customers now have more power to make decisions than ever before. They want to be heard, as well as hear what other customers have to say about products and services. Apart from the fact that reviews are one of the most important aspects in purchasing decisions, they are also a terrific source of suggestions for improving the customer experience.
When brands proactively solicit and welcome client input, they are seen favorably by 77 percent of customers. Furthermore, 52% of people throughout the world agree that businesses should act on consumer feedback. Head over to this blog to know more about customer retention
4. Migrating to Better Platforms like Magento
Magento or Adobe commerce is a super proficient e-commerce platform that gives best in-class user experience. Equipped with a vast range of functionalities and features, Magento helps you set up/run your e-commerce store with utmost ease. Moreover, it comes with the benefits of product recommendation, multi-language support, voice and text search, etc. Designed to perform with versatility, Magento dismisses the concept of unfinished checkout or insecure payments. Selected Magento solution partners like Embitel have also come up with Rapid Deployment Packages that help create/upgrade an e-commerce store in the shortest time possible. That too, within your budget!
5. Improvising Response Time
Ecommerce is all on ease and speed. Allowing clients to contact your customer support staff via many means is insufficient. Striking a balance between speed and convenience is what gets an efficient team going.
You’re on your way to having a fully effective, multichannel customer care strategy when you can provide consumers with a consistent level of quality across several channels in a short amount of time.
6. Tending to the Customers Based on Their Preferences:
According to a statistical study by Forrester, 31% of customers have contacted a company via Twitter, 33% have contacted a company via Facebook, and 45% have contacted a firm via online chat.
We have gotten accustomed to juggling devices in order to perform activities. According to Microsoft data, 66 percent of customers have contacted customer support via at least three distinct channels. It’s no surprise that “creating a seamless experience across many media” is the most significant customer experience concern for more than half of businesses.
As a result, providing service to consumers through their preferred communication method is imperative. If you want to meet and surpass your clients’ expectations, you’ll need to develop a unified multi-channel customer service plan.
7. Mark a Strategy That Gives Better Outputs — Repeat
There are no hard and fast rules when it comes to customer service. Companies must be proactive in resolving customer complaints while also using data to improve systems. Measuring and improving outcomes may help you refine things like evaluating your team’s volume by channel, analyzing busiest hours, and following hot themes among your clients.
Having a system in place to track performance will provide a foundation for future decisions, which is the first step toward providing excellent customer service.
8. Greater Transparency
Transparency helps customers build trust on your e-commerce program. Cases of latent cost or hidden tax charges have shown a sharp decline in customer engagement for a number of e-commerce stores. Being transparent about your costs and services counts as a positive practice to win the game.
9. Including Rewards and Loyalty Programs.
Customer loyalty programs are an important part of running a web-store. Retaining customers is the key to sustain your web-based store. Loyalty programs coupled with transparency help customers build the trust and stick to particular e-commerce platforms.
10. Proper Promotion and Marketing of the Store.
When it comes to establishing a successful and long-term ecommerce store, experienced ecommerce consultants can be of great help. You can have all the above steps done successfully and yet fail to drive customer attention or retain customers if they are not kept posted. Sending mails/ messages regularly helps to stay in touch with customers and bonus — helps promoting your e-commerce store.
Bottom Line:
Trying to run and sustain an e-commerce store in the post pandemic era might seem difficult. However, strategical planning and opting for a high-performance e-commerce platform like Magento can save the day. Retaining customers, building a strong relationship with them and catering to their demands while increasing the chances of profitability — you have it all.
