This year has been an incredibly tough time for businesses of all sizes. A record number of small businesses have shuttered permanently, but larger companies haven’t been exempted from financial difficulty. Some large businesses that have declared bankruptcy during the year include natural food provider Earth Fare, home goods store Pier 1, and clothing retailer J. Crew.
However, all is not lost. The digital horizon offers a new place for businesses to start fresh. People are opening online shops to supplement their income or transitioning their previous enterprises into the digital landscape.
Aside from coming up with a great business concept and developing effective products, you should also be focusing on making sure customers have a great experience using your online platform.
Improving Online Customer Satisfaction
As more and more businesses transition to digital or online platforms, focusing on the satisfaction of online customers becomes an essential component of any strategy. This doesn’t need to be a difficult process if you know what tips and tricks to employ so you can make your website or e-commerce page more attractive and convenient for your customers. The following are guaranteed to help your business remain relevant and pleasant to your customers.
1. Guide Clients
New members or clients will often have difficulty embracing new concepts. If you want to make them more comfortable patronizing your business, employ an effective customer onboarding system. This type of software allows you to monitor new clients and lets them experience your onboarding system through online portals, email updates, or even on a mobile app. It will let you guide them efficiently through the perks of joining your client pool.
2. Choose Text Wisely
Your online portal or website needs to be very readable because a lot of people from different age ranges will be accessing it. If your font is too small, it may not translate legibly on a smaller screen such as a smartphone. If it’s too elaborate, it may become unreadable and lead to misunderstandings. Find a font that’s concise and attractive. Use this font for all of your online or digital platforms to ensure legibility.
3. Use Chatbots
Clients may have a lot of questions or complaints and if they live in a different time zone, you may not have a customer relations representative who can answer them at all hours. A chatbot is a simple artificial intelligence that provides an elegant solution to this problem. This software can be pre-programmed with any number of responses, such as helpful answers to frequently asked questions. Because they’re software, your customers can receive answers at any hour of the day.
4. Make Your Site Easy to Find
There literally millions of websites for almost any type of business. Unless your customers know exactly where to look, they will find it almost impossible to locate your site. You can post links to your business website on all your social media accounts or you can use search engine optimization to boost its rankings on search engines and let potential customers find it faster. This can lead more customers to your site and boost its profitability.
5. Do a Survey
If you’re unsure how to improve your customer’s user experience, don’t just theorize what your plan of action should be. Ask them yourself how you can enhance your digital marketplace. There are plenty of ways you can whip up a quick online survey, from special emails to online documents they can fill out over a computer. Surveys are important in determining their needs and how you can answer them. Schedule surveys regularly, as often as every quarter, so you know if you’re due to update your site.
6. Keep an Eye on the Competition
Aside from your customers, your competitors are another good yardstick for determining what you need to do to make your site more convenient. Check out any competitor site that’s doing better than your own and try to see what they’ve done differently. Is their color scheme more attractive? Is their layout more inviting to customers? What kind of customer support do they offer? Determining these differences can help you come up with ideas on how to improve your own website.
7. Don’t Clutter
Resist the temptation to bombard users with too many images, texts, or interactive material on the front page of your website. It may seem like a good idea to put everything your customers need on-page the, but this will just be confusing rather than helpful. Keep pages clear of clutter to avoid overwhelming online users.
It has been a tough time for everyone in 2020, but your business can not just survive but thrive if you play the right cards. Focusing on keeping your clients satisfied with your online platform’s experience is just one way you can ensure your business can make it through the year.