8 Tips to Satisfy Your Customer's In E-commerce Business In 2021

8 Tips to Satisfy Your Customer's In E-commerce Business In 2021

8 Steps, Your E-commerce Brand Can Better Serve Your Customers In 2021.


E-commerce was enjoying steady growth before the epidemic, but 2020 accelerated the trend as before. Cyber ​​Monday 2020 broke the online shopping record, with more than $ 10.84 billion in sales on that day alone.

Many customers have since permanently changed their shopping habits, making their purchases online (mostly all) rather than in-store. While this creates significant opportunities for e-commerce brands, it also highlights that ways to improve the customer experience are one of the most valuable ways to make your brand stand out in an increasingly competitive online marketplace.

1. Digital Live chat.

E-commerce customers generally do not want to pick up the phone and call if they have any questions about your products or your store in general. Many prefer a self-service approach that allows them to solve problems quickly on their own.

Although not entirely self-service, live chat has quickly become a powerful tool as it provides an easily accessible solution that is right at their fingertips. Live chat provides an immediate response, as opposed to waiting for an email reply or being placed on the phone.

Not only do 41% of customers list live chat as their preferred contact method, but 52% more online chat than if it offers live chat, shopping from an online business Chances are high.

When customers receive quick, actionable answers to their questions, their entire experience improves dramatically. They are less likely to turn away from your site and stick around to make a purchase. Chatbots can help with basic inquiries, but keep humanitarian aid on hand for more complex issues.

2. Personalize the relationship.

Online shopping may not feel as personal as standing with a living, breathing person at the checkout counter, but the most successful e-commerce brands are constantly attempting to personalize their interactions. In fact, personalization is so important to customers that an Accenture report found that 33% of customers who leave a business relationship do so due to a lack of personalization.


When you may not be able to personalize the browsing experience of someone stumbling upon your site for the first time, future conversations can easily be personalized based on the information you collect during the checkout process. Eventually, your marketing emails will be a lot more attractive if they use the person's name instead of a rote phrase, such as "Dear Valued Customer."

3. Invite Feedback.

Online shoppers want to make an informed decision. Why do Google's reviews rely so much on local businesses or for Amazon star ratings when shopping on an e-commerce giant's website. You can build consumer confidence in your e-commerce brand by actively inviting feedback and enabling customers to leave reviews of their products on your site. In fact, a Microsoft survey found that 77% of consumers would view a brand more favorably if it sought customer feedback.

E-commerce brands can easily accomplish this by sending follow-up emails, allowing customers to leave reviews after making a purchase. This will not only help you get testimonials that will encourage other online shoppers to buy. It also gives you valuable feedback on what changes you can make to improve your products and services. Working on that feedback (and reacting to negative reviews) will show customers really care about you and are working to improve your e-commerce experience.

4. Track the customer satisfaction score.

If you want to improve something, you need to measure it. Measuring customer satisfaction will help you see if the interaction with the customer was successful.

There are many different methods, each with pros and cons, but the most popular is the Customer Satisfaction Score (CSAT) due to its simplicity.

Customer satisfaction surveys typically use CSAT to measure consumers' satisfaction with a product or service. They often include the question "How satisfied were you with your experience today?" And offer a scale of 1–10 or 1–5.

5. Social Media.

Customer service is increasing in popularity through social media. When customers cannot connect with you via phone or live chat, they will often go on social media. And you need to be sensitive to the 42% of people who stay in contact with companies via social media, expecting a response within 60 minutes.


Social media can be a place for customers to vent their anger and moan. However, it can also be a positive medium where brand advocates can sing your praises when you do something good or go above and beyond. Connecting with customers through social media allows you to communicate directly, build relationships and build brand loyalty.

6.  Make Key Information Available Online.

If you are thinking of shopping online, one of the most frustrating things is not having the information you want online. To avoid this scenario, make sure that your e-commerce website has a FAQ section and a knowledge base that contains all the necessary information for the consumer. For example, exchange and return information should be easy to find.

Having a knowledge base will not only help cut customer support requests, but they are also good for SEO.

7. Invest in quality site search.

The majority of your customer service is related to the way you design your e-commerce site. To keep customers happy and convert shoppers, invest heavily in high-quality site search functionality. This will help keep customers satisfied, and you will avoid unnecessary interactions that waste your time.

8. Follow up after the problem has been solved.

It is essential that customers feel as if you were on their side when a problem occurs, to ensure that the problem is fully resolved and satisfied with customer service. You can do this through an email or a feedback survey - the goal is to let the customer know that you are on their side.

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