You would think that because you have something to offer consumers, that they would immediately afford you a little bit of patience. Consumers are not robots, so of course, they can express the quality of patience, but why should they? Do you really offer them something that nobody else does? It may be similar but have your own special mark on it, but a product or service is still competing with other products and services. Sometimes the inferior products may usurp a better product just because of the entire package a company can offer the consumer. In other words, the customer experience is itself a service and a product of your company. If a customer has to jump through 5 hoops to get what they want from you, what makes you so sure they won’t choose to just jump through 2 to get something similar? Every part of your business can be improved in some way that makes the customer feel as if you are less of a hassle to do business with.
When something goes wrong
No matter what you do, no matter how diligent you are, no matter how much care you take in all aspects of your business, there will be malfunctions of all kinds at some point. So when a customer is unhappy with something they have purchased from your business, they need to be reassured that you are there to help. Display on your website very clearly, the numbers and emails that customers may contact in the event of wanting advice if they have queries or complaints. It’s wise to have the customer care and sales departments displayed as separate. If an order has not gone through or has not arrived then a customer can immediately call the sales query team without having to sit through a generic ‘contact us’ phone number or email address.
Easier, faster, better
All online checkout phases have to be smooth as can be. Just at the point of making a purchase concrete, if something is annoying or doesn’t work properly, all it takes is a few millimeters of hand movement and a simple click and a customer can leave the page due to frustration. A payment gateway that is secure and fast is going to keep consumers engaged right up until they make the final click to purchase. For a small business, this is one of the most complex things you can offer your customers. You’re trying to do many things at once which is what the PSP will do for you. A customer’s card needs to be verified, protected, approved and confirmed in a matter of seconds. As a merchant, you can get an ecommerce payment gateway service that does all of that and more. You have access to different statistics which if studied correctly, will help you understand your customers and their behavior much better.
Online shopping is so convenient. Any business that breaks that convenience gives customers the same experience or annoyances they may get in real-life shopping. They are just a click away from leaving your business. Making all kinds of customer experiences with less hassle should be something you actively seek to implement.
