How To Use Data To Enhance The Customer Experience

Given the huge amount of online stores, an evolving reliance on technology, and ever increasing competition. It’s important, now more than ever, to connect with your customers by being able to offer them something special and unique.

Know your clients and their needs. Follow the information based on your data.

One of the basic requirements for standing out from competitors is the ability to deliver the best possible customer experience while browsing your store. Many of these tips require little effort and cost to you, but can have a huge impact on your sales.

You can study tons of guides and read numerous books touting the best practices for drawing in customers, but how do you know which advice accurately reflects your own business? Our solution: Don’t waste time, take action by learning how to read what your analytics say about you and your company. The weaknesses and strengths of a company are reflected in the data, and knowing how to develop your business methods and being flexible enough to adapt to new ideas can help improve customer experience.

Nowadays you can shop on the go, in a bar, on a train, whenever and wherever you want — all that just by a simple touch on your cellphone. The basic ideas behind improving customer’s shopping experience can be broken down into three fundamental areas: pace, ease, and convenience.

Apart from improving loading of your site (read more here), there are specific aspects that influence your target customer group. Getting to know your clients and their needs is the first way data mining helps to boost customer satisfaction, and the integration of analytics can help provide valuable insight on how to improve on pre-existing business models.

1. Perfect Timing of Product Offering

The most beneficial way you can use your data is to increase conversions through well-targeted advertising campaigns. Watch top orders by hours and orders by days in your MonkeyData app. This information can help you organize your campaigns effectively and assist with online customer support during the busiest times of the year. For example, if you know that the most purchases happen on Thursday afternoons, this might lead to you the creation of a banner which can be displayed during that time. It’s also important to expose your brand in various ways — offering seasonal products, video tutorials on how to use your product, or even giving same-day discounts on products.

If you’re able to catch people when they’re relaxing by browsing the web via mobile there’s a high chance they will take the time to pay attention to your banners, so don’t forget to test all your banners on a continual basis. This will help to get an idea whether they’re working to draw interest to your product. Also only include high quality pictures (by a professional photographer, if possible), big enough fonts, and an intuitive layout so that the whole process from seeing an item to purchasing it is as seamless and easy as possible.

Catch your audience while they’re spending their time online and hit them with your product.

If this is the time people are relaxing by browsing the web via mobile, it’s a high chance they will take the time to pay attention to your banners. Then don’t forget to test all your banners continuing to shopping whether everything works seamlessly. Put only good quality pictures, big enough fonts and intuitive layout so that the way to finish the purchase is as easy as for a child.

2. Add Languages and Currencies

Another criterium of knowing your customer well is proper segmentation. Select customers into groups by determining common similarities, such as age or location. If you have global ambitions and run your website only in English and you find you’re getting a lot of traffic from Spain or Germany, try adding another language to your site if possible. Also, adding customer’s local currency makes them more willing to indulge in a purchase as they can easier imagine the real-world cost they’re paying.

Check the Visits in your MonkeyData app and find a way to make your customers’ experiences better.

“Language detection increases payment conversion by 9%” — SecurionPay

Do you intend to join the global market? Don’t forget to customize your website according to your audience.

3. Minimize Order Cancellations

Do you wonder why orders that are already in the shopping cart aren’t successfully paid and delivered? Finding and localizing shipping and website errors is one way to turn an inconvenience to your advantage. In MonkeyData app, for example, you can watch how many orders were removed from the cart or undelivered, and this allows you to pinpoint whether you might have issues with shipping (we’ll cover this in the next article) or customers just changed their minds

Discover why customers cancel their orders.

Take a closer look at your customer’s process and discover the moment they left your website. Smartlook, the app that records your customer’s behaviour, is very useful in these situations because it can highlight areas worth improving in order to provide a better mobile (or shopping) experience.

4. Give an Inspiration While Waiting for the Delivery

When a customer orders your product, there is a tacit understanding that they want it as soon as possible, but even with the fastest delivery services sometimes that means having to wait. Rather than cutting off your customers during this time, consider it an opportunity to engage with them and get them excited about your product. This can involve sending video tutorials on how to use it properly or other applications which demonstrates its versatility. On social media, encourage them to upload photos of them actually using it in a real world scenario, or offer sweepstake rewards in return for participation on your Facebook or Twitter. And of course, pay attention to the feedback you receive and ensure that all animations are mobile responsive and all share buttons are working.

If you sell juicers, you can inspire customers with original recipes of yours.

5. Inform via SMS Notifications

These days ubiquitous access to the Internet may make this advice seem rather old-fashioned, but consider the users who don’t have a permanent access to the web who can’t check the current status of their orders. Give them a chance to get an SMS notification when completing the order form which will keep them informed and increase the trustworthiness of your brand.

Remember — Stats Don’t Lie

Whether you’re running a small up and coming online store or a big well established franchise, understanding how to interpret data can sometimes be frustrating, especially if you don’t know which metrics are important to keep track of. At MonkeyData we work on improving dashboards in a way that makes it easy to get a coherent ‘big picture’ of where your business stands in relation to customer base, competitors, and online presence. In this series we’re going to cover examples of how you can use data monitored by MonkeyData to effect maximum growth and heighten the shopping experience for your customers. We really appreciate your comments and questions in addition to make our service better for your business.

I hope this article was helpful whether you use the MonkeyData app or not. Follow your data to make sure your business is going the right way.

Thanks for ❤ & have a great day!