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July 15, 2019

Tips on How to Enhance Customer Satisfaction Online

In the growing world of technology, more consumers are moving to online services in lieu of the traditional store experience. For businesses, this means that providing great customer service online is as important as a face-to-face interaction! Running an online business involves a lot more than a friendly smile and “how can I help you?”. This can be overwhelming for business owners.

Luckily, there are many simple ways to enhance your customer’s experience with your online store or app and make it even better than an in-store experience! Check out these great tips for increasing your customer’s satisfaction in online interactions. 

1.    Keep Your Customer’s Information Protected

For consumers, one of the most frustrating aspects of the internet is the potential for stolen information. It is extremely important to take the necessary steps to protect all personal information for your customers. The best way to let your customer know that their information is protected is to create a comprehensive log-in process.

Make sure your customers are using unique passwords that they do not use for other websites. Leave them a friendly reminder of this when creating their account! Make it mandatory for their passwords to include:

·     Uppercase letters

·     Lowercase letters

·     Symbols

·     Numbers

We also suggest using a two-factor authentication (2FA) option. This requires customers to use their password as well as a code sent to their phone to log in to your website. This may sound like a large task for a small business owner, but there are great services for 2FA by SMS that will embed this system into your website seamlessly!

2.    Automate Tedious Client Interactions (News - Alert)

One of the most time-consuming factors of running an online business is communication. Your customers want prompt communication and notifications. It is impossible for staff to provide this level of communication for every necessary interaction. That’s why we suggest finding an automation service to do this for you!

An automated notification service can help you:

·     Send order confirmations

·     Send out new promotions

·     Send tracking information

Automated systems are not for every interaction. However, by using these automated services for the necessary notifications, you can spend more time answering customer concerns, filling orders, and enhancing your business!

3.    Make Your Website Easy to Use

The function and design of your online store are extremely important. Customers want to have a stress-free experience on your website from the comfort of their home. We suggest including:

·     Clear pictures of your products

·     As much product information as possible

·     A search engine to find specific products

·     Dividing your website up into different sections, accessible by tabs

·     A contact page

Taking these steps will make your website less confusing and overwhelming for shoppers. Your website should make it easy for shoppers to find what they are looking for, and product pages should have all of the necessary information.

Remember, with online shopping experiences, customers are not able to ask immediate questions like they would in a store. Try to answer those questions through the website itself.

4.    Include a Review Section for Products

By including a review section, shoppers can get varying opinions before buying. This will increase your customer’s trust in your products. It also creates an online community on your website where customers can interact with your products and each other as they would in a store setting.

Don’t be afraid of negative reviews! They will always happen from time to time. As long as you believe in your products and respond to customer reviews, this will only enhance the shopping experience of your online store.

5.    Offer Exclusive Deals and Promotions

Make your online store feel exclusive by providing online-only deals and promotions for your customers. This can include discounts, holiday sales, or exclusive products only sold online! Make sure to communicate these deals to your customers and display deal details on your website’s homepage.

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