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Optimize your customer portal experience to build loyal customers

Are you aware that 88% of users are less likely to return to a website after a bad user experience? Another 13% of customers will tell 15 or more people about their bad experiences, and 72% will tell six or more people about good experiences.
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Are you aware that 88% of users are less likely to return to a website after a bad user experience? Another 13% of customers will tell 15 or more people about their bad experiences, and 72% will tell six or more people about good experiences. It makes user experience (UX) one of the most important KPIs for eCommerce brands, as it directly affects the conversion rate and how much sales target you can achieve. If users do not find your website easy to use, they will not proceed with sales and abandon the website quickly.


Here are some of the tried & tested ways to optimize customer portal experience and build loyal customers:

 

Make checkout easy and transparent

The abandonment rate for shopping carts around the world is 80%. Isn't it shocking? Elements of an eCommerce website should be spotless and straightforward once a shopper has decided to buy something at the checkout page. At this stage, if you use too many complicated steps, you will lose these customers. There should be clear CTAs such as Add to cart, Buy now and Check out buttons, and a consistent UI to avoid last-minute confusion about how to use the app or website.

As an extra layer of security, you can repeat important information like delivery address, cost breakdown, special instructions, and so on. These small but powerful steps help people feel more confident that everything will be okay, and it also allows people to checkout and easily buy more things from the cart.



Personalization is the key to success.

59% of online shoppers trust personalized eCommerce stores to find more exciting products for them. People want their shopping experience to be speedy, where personalization can do wonders for them. The eCommerce website should make suggestions based on your customer's likes, past purchases, and previous searches. 

Suppose a customer wants to buy something on an ecommerce website. In that case, they should see what other people have bought, bestsellers, similar products, hottest trending products, Questions & Answers, frequently bought together, styling tips, and so on. Investing in these features and personalizing the customer’s shopping experience will speed up the shopping process and help close sales in the quickest time possible.


Have a wishlist option

40% of surveyed shoppers think their shopping experience would be better if retailers offered a wish list to save items they are interested in. Wish lists are lists of desired products saved by customers signaling their interest but without any immediate intent to purchase.  When an ecommerce website runs out-of-stock status on a particular product, wish lists allow visitors to track the item's status.

Additionally, it can help determine how much inventory to stock as popular things on want lists are more likely to sell out. Customers who add it to their wish list will receive an email message when the product is restocked. It can help customers make a buying decision quickly. Every successful eCommerce website in the industry like Amazon, Flipkart, Nykaa has a wishlist option.



Efficient customer service

It would be best to make it easy for customers to get in touch with you as a business. Make sure that you respond to customer queries as quickly as possible. Customers will be impressed with your service if you can help them quickly, and they will appreciate the gesture by returning to the website and growing sales. Using live chat to answer the client's question is the quickest way for efficient customer service. A toll-free number is another speedy way to improve brand reachability and solve customer issues.

Self-support

79% of customers expect organizations to provide self-service support tools to help customers find answers without contacting the customer care team. Not every customer is interested in interacting with a customer care representative. They like to handle every task independently like ordering, cancelling, delivery, scheduling returns, controlling subscription boxes and other complaints. 

So, business owners should design their eCommerce websites like a self-service portal that helps customers in everyday do-it-yourself tasks. It can be anything right from an FAQ section, clear Call To Action (CTA) Like Add to cart, Buy Now to chatbots offering help on different help topics related to order, cancelling, recent orders, connecting to a live customer service agent, and more.

How do you think your customers would feel if they opened your customer portal and saw it looked like a mess? It would probably make them question how much time and effort you put into their experience. When you’re trying to build your customer base, it’s important to set yourself apart from the competition. One of the best ways to do this is to create a pleasing customer portal experience. That way, you can build customer loyalty and encourage customer retention. 


Fynd Platform empowers independent startups and entrepreneurs to build sales ready eCommerce websites with excellent on-site experience. Connect with us now and we can help build a fast, responsive, and performance-optimized website in 30 minutes. Schedule a demo immediately.

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