In the past, consumers would head to stores looking for products to buy, fighting to find parking spots and waiting in long checkout lines. Nowadays, the trend is shifting, as more and more consumers are choosing to do their shopping online. In fact, E-commerce sales are increasing by 19% every year around the world. Shopping online has its benefits. Consumers are able to save time and compare prices more efficiently. There is also a larger selection of products and no long lines to wait in. Now it’s important for companies to respond and provide consumers with a great online experience.
Customer support is just as important online as consumers navigate their way across websites in search of a potential purchase. In fact, 83% of customers require some degree of customer support when buying online. The customer experience relates to all experiences that a customer has with a good or service throughout the length of their relationship. This experience should not be taken for granted, as 55% of customers would actually pay for a better experience. One of the difficulties for companies has been to transform in-store customer service to online customer service. Being online presents different problems, such as how to approach the customer without disrupting their search, or providing them the proper recommendations without being able to ask them. Customers easily recognize when irrelevant information appears before them, causing their satisfaction to decrease.
This is why it is vital to invest in a customer’s experience and make it as great as possible. When properly able to reach their interests and desire, one can increase their satisfaction and desire to continue working with their company. It takes a dedicated team to provide the time and effort needed to make this happen. Most of us have been in situations where we have had to deal with unhappy customers, and must do everything in our power to keep them a customer. In truth, the phrase “the customer is always right” is necessary because when we lose a customer to a bad experience, we not only lose a potential life-long customer, but also a brand advocate.
Just look at these statistics:
- 45% of consumers will abandon an online transaction if their questions or concerns are not addressed quickly.
- Almost 90% of customers have stopped doing business with a company due to poor customer service.
- It is 6-7 times more expensive to attract a new customer than a current one.
Investing the time and resources is essential in creating a better online customer experience, which will certainly pay dividends down the road.