As much important, it is to get a customer for your business, that much necessary is efficient customer service. When it comes to a huge E-commerce site, customer service is literally the heart of the business. There can be two kinds of customer, existing and potential. Potential is the one who is interested in your products but bought nothing yet. This person may have a lot of query regarding pricing, discounts, similar items, etc. Contrary to that, an existing customer is the one who has made a purchase on your site. He may look for any support or new product availability query.
Simple it may sound, but there are literally thousands of such customers who have a genuine query which must be solved, however silly it may be. Even if one customer doesn’t get satisfied, then your site will end up with negative remarks and ratings. So, in this post, we will discuss some basic tips regarding how to improve customer service on the E-commerce website.
Some Important Tips to Improve Customer Service on the E-Commerce Website
Customer Feedback There can be two scopes for feedbacks. One post the sales, so you can know the experience of the customer after using the product and second, the whole process of product selection on site till and purchase. Now, every time every feedback may not be positive. However, the customer will be glad that his opinion is being valued. This will have a positive reflection on your website and the business. The customer will definitely come back for more business and may also spread the word about his pleasant experience doing business with you.
Professional and Efficient Website Professional doesn’t necessarily have to be high end. What is important is your E-commerce site must have good search functionality. thousands of potential buyers visit your site. They will search for their desired products. So, with a good search function, they can be redirected to their desired items or similar alternatives. Otherwise, they may not return to your site and you will lose customers.
Accurate Product and Sales Information It is imperative that your product information should update frequently. Also, you must make sure to clearly and precisely mention your sales policies. The warranties, shipping terms and applied conditions must be conveyed clearly to avoid any confusion.
Provide Info About Discount offers Instead of Promo Spamming Usually, we see when we make any purchase from any company we get spammed with product promotions. This includes items that we don’t even need. So, instead of spamming your customers, you can mail them a newsletter which states about discounts you’re offering on your products. Also, you can notify them about upcoming sales in your store. Basically, these emails don’t have to drop regularly, so the user won’t really classify it as spam.
Ship the Purchased Item Free of Cost This is another effective way to earn a loyal buyer as well as spread positive remarks about your store. All you have to do is reimburse the shipping charges so that the user has to pay only the product price. You may not follow this approach round the year. Maybe you can use this as an offer, like last week of the month. Also, you can attract customers with free shipping during some festive event. So, this will attract potential buyers on your site.
So, that’s it. These are some simple approach to improve a customer’s experience on an E-Commerce website.
Any firm which is newly setup plans to reach a significant number of target customers. Ultimately, it eyes for a substantial amount of growth in relatively less amount of time. To achieve this growth, the firm requires a unique set of users that engage frequently with the products and services it provides. At this point the marketers, product manager, developers team up to find various ways to keep the existing customers engaged and at the same time attract potential customers. This approach is referred to as Growth hacking. In this post, we will briefly throw light on the Importance of Growth Hack in E-commerce. Also, we will discuss some effective way of growth hacking.
Usually, a team associated with the growth hack looks for a low-cost approach to meet its requirements and brings customers. The growth hacking route is normally followed by new start-ups. The concept of growth hacking has become a necessary branching of digital marketing. It is very much of a consistent approach with the goal envisioned in mind.
Some Important Growth Hacks for E-Commerce Firms
Now, let’s take a look at some important growth hacking tips which the E-commerce firms can follow.
Exit intent pop-ups A majority of visitors who find their way into an e-commerce site don’t really buy anything. Usually, they check out a few stuff and then move on. So, it’s important for E-commerce sellers to retain these visitors. So, to attract any potential customer they can make use of exit intent pop-ups. As a visitor is about to quit the site, a pop-up with some exciting offer or discount will appear in front of him.However, it will be in the form of a call for some action. This means in order to avail that discount or offer, the user has to perform a simple task. Commonly, the site prompts the users to share the product on discount over social media. It may also include the promotion of own business. You can implement exit intent pop-ups by installing some add-ons/plugins on your website.
Video Marketing Thanks to the rise in social media fronts such as YouTube, access to people has become easier. Sellers can take benefit of this and concentrate on video marketing to increase their growth in the industry and fetch more customers. Now, these videos will vary from firm-to-firm depending upon the product they want to sell. Videos can be short and must drop in regular intervals to keep the audience/potential customer engaged.
Referral Programs One of the golden tricks that actually generate loyal customers for a brand is referral programs. An existing customer refers to a business/product/service to his near and dear ones. In return, he gets a good discount on future products which he himself will purchase. A seller can also do Referral programs with multiple parameters. A seller may want the customer to like his social media posts, follow on Twitter and YouTube and refer a certain product to friends/family to get more discount. This is a very effective growth hacking technique.
Using the Sense of Scarcity and Urgency This is a psychological approach to make faster sales. In this, the seller has to maintain the sense of urgent purchase by mentioning only 1 or two units left of a certain product. So, the customer has to hurry to buy the product. This technique is also effective during discount sales or promotion.Sellers can make use of the count-down timer to display how may time is left for the sales to get over. So, this will create a sense of hurry and customers will try to grab the product on sales faster before it runs out.
So, these are few tips for growth hacking which the sellers can follow to grow their base of loyal customers. Also, in turn, it will spike the graph of their business.
Innovation in technology has paved the way for traditional business to foray into E-commerce. We have been seeing a significant rise in the E-commerce platforms since the last decade. People get to purchase their choice of products and find alternatives at the same place. Also, it is making way for a lot of sellers to sell and promote E-commerce products.
Seller and buyer are always complementary to each other. So, it’s imperative that the seller should have the know-how to make their product stand out from others. Now, a buyer won’t really need all the products available on the e-market. He/she will look for a product as per personal requirement. So, the seller should use this knowledge of the requirement to their advantage. Then the seller should effectively promote his products over various digital media platforms.
So, let’s check out some modern day method to promote E-commerce products over the internet.
Promotion Through YouTube Ads
This method is one of the most followed by a plethora of sellers and e-commerce fronts. The most popular is the in-video Adwhich streams when a person watches his video. A user has to watch it for an initial 5 seconds. After which they can skip the ad and continue with their video or continue watching the ad. However, this comes with a downside. If the viewer is watching a video which has no relation to the product being promoted via an ad, there are high chances that he may skip the Ad. There are other types of advertisements such as in-slate video ad, where the ad will run just prior to watching a video. It’s the digital marketing team of the seller, which should plan how they should place the ad. Sellers have to pay the YouTube channel which allows the seller to run an ad on their videos.
Try to keep the video ads to-the-point and short. So, even if it runs for say 5 to 10 seconds on an average, the info of the product can reach the target audience. A few people will actually sit through ten minutes of Advertisement unless it has some attractive storyline.
Promoting A product on Social media with Special Discount Coupons
In this process, the seller has to target users on social media. Basically, it should run a campaign where they will provide discount coupons for the purchase of a certain product(the product being promoted). However, the condition remains that social media users must share the product on their personal profiles. Then either a lucky user gets the coupon or everyone gets to enjoy some fixed discount over the product. In my personal opinion, the latter works better as every social media person who shares gets some perk. So, a number of people will share the product.
The seller should make sure to include purchase links as well. So, that along with viral marketing, sales can also take place simultaneously. If there is an interested buyer, he/she can straightaway follow the purchase link.
Using Current Customers of the Product to Promote it
Another effective way to ignite the interest of new/potential buyers is to use real/genuine review of customers who already use your product. This seller can extract from social media. It obviously falls into the category of social media influencing but in a non-paid manner. The common individual shares about the product and his own experience in genuine. He doesn’t get paid for that. The outreach can be limited bA great example of this can be people sharing their good experience with a tourism agency or any restaurant they visited. So, when a person who hasn’t used the product/service sees this review then he will go for it.Also, it has a downside which is negative product reviews. This can adversely affect the marketing of the product. So, that’s why sellers should give utmost importance to provide products and services of the best quality. Again
Use Popular Social Media Celebs to do Paid promotion of A ProductThis is just the same as the previous point we discussed. However, while using a social media celeb, the promotion of the product is very much planned and often follows a scripted manner. Besides, the person promoting the product gets paid to do it. Also, it is important that the product being marketed must relate to the celebrity or his field of work. Otherwise, it will be hard for people to relate to the product.A good example of this is a bodybuilder or athlete who is immensely popular, talks about a protein powder which he uses and is effective for him. So, potential buyers into bodybuilding or athletics will go for the product. This method has a better outreach to the masses in a short time than user-generated reviews.
So, these were some of the productive and effective methods which the sellers can use to promote E-commerce products on various platforms.
Google Analytics report helps to understand the website activities more precisely. To understand everything about the website business and to make necessary changes one needs to compare the website with the standard websites who are continuously achieving a higher rank. Google Analytics does the same for you, it’s a tool to compare the website regarding content, quality, clarity, traffic, etc. with other competitor websites. Here are some google analytics custom reports that help websites boost SEO Ranking:
Acquisition Custom report–The traffic is different at the website depending on the day of the week and time of day. This custom report gives you insight into those behavioural changes.
Remember, you can switch Sessions, Avg Session Duration, Pageviews and Bounce Rate out for any other metric, including conversion metrics and goal completions.
Visitor Acquisition Efficiency Analysis Report-This report helps to understand the visitor traffic, which means the headcount of people coming into the website. It a basic report to check how much time a visitor is staying on the website and which all activities are done by the visitor.
Long-Tail Converters– Long-tail keywords are used to target the specific audience rather than mass audiences. In other words, they’re more specific and often less competitive than generic keyword terms.
Daily e-commerce custom reports-The daily e-commerce reports means the day to day activity on the website from scratch till finish. Sales Report, Website traffic list, Profit margins, Financial Reports are the major parts of the daily e-commerce custom reports.
Social Media Performance Analysis Report-This report shows how sincerely the duties and tasks have been performed. It is an analysis of the effort that has been put to enhance the website’s growth. It helps us understand the weak areas where things need improvement. Overall it’s a performance chakra which obeys one standard rule “input=output”.
Site Speed Metrics – According to Google, the site speed is an important factor for ranking the website. A slow page speed means that search engines can scroll down fewer pages, this could negatively affect your indexation. Site speed is also important for creating a user-friendly website.
CONTENT – It’s truly said a pen is mightier than a sword. Be it blog posts or article submission, content is an integral part of an effective SEO. The quality of content written will help in increasing the website traffic. So here are some ways of writing website content:
1)Search for suitable keywords-The most crucial part is to find out the suitable keywords for the business. This depends on your search, you could analyze either through google to find suitable keywords. The content of the website should relate to and revolve around the keyword/ keywords you select.
2)Solve the audience’s problem-Remember to increase the traffic, content is needed and the content should be strong and informative to attract the audience. This could only happen if you understand the market. To be creative and to write good content one needs to understand and analyze the market and the problem faced by the target audience. Always try to create an impact and be a problem-solver.
3)Organize the content and stick to the topic-The content should be well organized so it becomes easier to understand for the user.
4)Include facts and figures-Always try to include facts and figures which are statistically correct which would generate interest among the audience. It would look like the content is more practical and the points generated are valid with the correct facts and figures.
5)Use relevant images -When the content is ready, the next step is to beautify the website, using relevant images. Try to summarize the content using images. It should be like if the user enters the website they enjoy being there and can relate the content with the images.
Today the country has moved to a digitalized era where e-commerce business is taking a hike like never before. The website is the most important part of your e-commerce business as that’s the key to enhance the business. A website is the face of e-commerce business which needs to be taken care of. In this case, a good and informative website can be a game changer. SEO is something which we hear very often, but most of the time understanding the meaning and importance of this three letter word becomes difficult. So, SEO stands for “Search Engine Optimization”. It’s a way to increase traffic by sending continuous signals to the search engines that the content in your website is worth showing in Google’s index.
When an e-commerce business is started, there are certain things which comes to our mind regarding the website like how to increase traffic on a website, how informative it should be, how to expand the business etc. So here are the reasons why SEO is need of the hour for a successful e-commerce business:
Organic research-Its a way to bring in the website traffic.The quality of keywords which are used to get website suggestions will lead to more and more traffic or user attention. Proper SEO methodologies and highly specific website content and keywords can easily create a brand in google
Trust and Credibility–The aim of any SEO plan is to create a strong foundation for an informative website with a smoothing user experience that is easily created in search with thanks to the trust and credibility of the brand. Once the website is done with this creating a customer base and retaining them would become easier.
SEO impacts the buying cycle-Customers are smart enough to research everything when it comes to buying. Using SEO tools the website should be designed keeping in mind the needs of the customer. From listing of products to providing updated information with accurate products would be a key way of improving the buying cycle.
Long Term Strategy-As the market grows, the best thing is to change accordingly and keeping us updated. Change is the law of nature. But even a site that hasn’t had any sign of SEO tools implemented will improve from basic SEO and will be in a decent position in the e-commerce market. And the more SEO time, effort and budget that is invested in it, the better and longer a website stands to being a good competitor in the market.
If You’re Not on Page 1, You’re Not Winning the Click – Remember nobody remembers the one who comes second. The e-commerce market is booming so you have to be on top to grow the business and to get profit.
The major difference between a physical store and an online store is the way items are displayed. A physical store can just display the items in accordance with the variation. For example, the different sizes of the same colour of T-shirts can be displayed in 1 row starting from Small to XXL. The customer can touch, feel the fabric and even try the T-shirt to see if it fits properly and then only buy it. Whereas in Online selling, listing the product correctly is the only way of displaying the items. Whatever the seller displays on the page will be the parameters based on which the customer will decide whether to buy the product or not.
It should have all the details that the customer would try to find while shopping from a physical store- like size, colour, material, style, price etc. The list is even longer for electronic items and consumer durables.
KEYWORDS – Setting the right keywords for an item while listing is very important to reach out to the customers. This becomes all the more important while selling in online marketplaces like Amazon, eBay etc. As there are many other sellers selling a similar product. Selling an item with the right keywords makes it easier for the customer to search the product and it really helps a lot in product visibility. The items sold online are divided into different categories and subcategories so that all similar items fall into the same category and when a product is searched in an online store it shows all similar items with the same keyword for that particular category
For example- if the item to be sold is Laptop bag. “Clothing and accessories” is the broad category for Bag. Within the variety of bags comes Laptop bags, so the keyword can be “laptop-bags”.
TARGET AUDIENCE – Target audience is another very important part of listing. For example, the target audience for the laptop bag can be set as Unisex, which means if a customer searches for “men’s laptop bag” or “women’s laptop bag” in both the searches the item is visible
Ecommerce has evolved through the years and now it is giving a tough competition to the physical retails businesses. Selling online also has its own pros and cons, that is the reason we see not all online sellers succeed in their attempt to make money by selling online. It is very important to understand the fact that in online selling, it is far more difficult to built a relation with the customer and retain trust. The only mantra for customer retention in ecommerce is by giving the customer an excellent shopping experience. It does not mean that the seller should only focus on getting orders and delivering it. There are lot of issues which crop up in between this process those are unpredictable and needs to be handled in a very tricky way. It does not take long for a customer to draw an impression about a seller and this may lead to losing a customer. Here are some key points that the seller should keep in mind for his customers to have a great shopping experience.
It is of utmost importance to list the items for sale in a precise manner, with no wrong/ false information in terms of photos or texts. The listing should have complete information about product, delivery timelines, return policy and any other important information that the customer should know before purchasing the product. It is a lot more easier to make sure there are no errors in listing rather than rectifying the same after a customer complains.
Customer Query Handling
There are a lot of questions a customer has in mind before concluding that a particular product is the one that should be bought. Though the details mentioned in the listing is meant to answer all those questions, sometime the customer may just miss reading it or might have a query which the listing does not answer. These queries need to answered in a way that the customer feels the seller values its customers and knows what he is selling.
After-sales assistance is a crucial part where seller has the chance to mend things if anything has gone wrong. The customers usually raise complaints based on the product or shipping, but still we can retain the customer by offering the right solution at the right time