One of the biggest trends in retail in the past year—from mom and pops shops to billion dollar corporations—has been the shift to online for nearly everything. When stores closed due to COVID-19, opportunities opened up in the digital world to rethink the entire customer support experience. All this means that the customer experience retailers once offered in-store needed to be replicated online and be even better in many ways. Here's how to ensure you provide a stellar customer service experience in the digital world.
Give Your Website a Makeover
A website is essential for your business, but you need to make sure it works easily and is kept updated. When you trade the retail experience with an online one, you compete with thousands of other brands across the world simultaneously—so if your website takes too long to load or people can't find their way around your digital store, your customer will move on to another company.
Just implementing these few measures will put you ahead of the pack:
- Make sure your website is easy to use, secure for customers when they pay for something and has information about the products.
- Use incentives to return to your business, such as a discount on the next order, will grow your marketing list.
- Collect emails so you can contact your customers with new deals.
- Get a mystery customer or two to walk through your site and test it out to see how good it is for the public. The feedback will give you some useful ideas on what to change.
Add Special Functions
Your website needs to attract customers, so make it memorable. If you sell clothing, implement a platform that allows customers to input their measurements so they get the best fit for their shape. Technology like this helps you reduce the volume of returns. Other designs include a virtual walk-through of your physical store, so people get a perception of an in-person shopping experience. Newsletters help maintain your customer base but also give people a reason to revisit your store and buy something.
Want to go one step further? Enable our chatbot that not only surfaces your most recent arrivals and trends you want your customers to be aware of but also allows for video chatting. By offering live video chat with consultants, you can make sure that your customers get the personal touch they deserve and the extra accessories they didn't know existed—experience what a chatbot can do for your business in our free demo.
Many people have a limited amount of time to spend on websites when shopping for items. Make it easy for them by having a series of gift ideas for various categories, such as friends or the person who has everything. By linking to the items through a special section on your website, weekly newsletter, or a chatbot experience, you'll increase sales and give people suggestions they would probably never have looked at when browsing your website.
Be Proactive with Feedback
Feedback is one of the most valuable things you can hope to receive about your website. Enjoy the compliments but listen to any complaints, as you can learn from them and do things a lot better. Sometimes a complaint will flush out things that no one else is telling you, so it is important to process the issue and be proactive. You can also get ideas from people about what they want to see by using a questionnaire to your customers as part of a Customer Experience (CX) survey. Offer a prize for the first one picked to encourage participation and increase brand loyalty.
Continually Improve Your Platform
Offering a stellar website today isn't enough to satisfy the needs of your customers tomorrow. From changing customer habits to new technologies, tools, and trends, your website is something you should continuously update and modify. One great way to get inspired is by assessing your competitors' websites to be inspired by. Ultimately, your website is the showcase for your business, and it should be an easy and enjoyable customer experience.
Watch our full TABLEtalk for free and see why it's not just millennials your website and online experience should be geared towards.
And that's just the start. A well thoughtout and mobile-friendly website is what every customer expects. Now, offer them something they weren't expecting, like a robust connected experience, no matter how they arrived to your brand. At TABLE, we built our easy-to-integrate with low code platform to be launched from your website or app, social media posts, QR codes, emails, online ads—just about anywhere! What does this mean for you? Now, no matter how the customer finds you, every conversation they've had with your team members will be consolidated in one easy-to-use backend that removes the customers' need to repeat their story to you. This not only provides a better interaction at every touchpoint with a customer that feels heard, but it also empowers your internal team with the most amount of information about your customer, even if days or shifts change.
And that is just the tip of the iceberg. Connect with our CX Advisors and schedule a free demo to experience for yourself all the ways we're empowering you—from scheduling appointments to processing payment, live video chat, and much more!