/ 5 tips for more webshop conversion
Alexander Wijninga
|
5 min
Your customer service does not only function as your company's calling card; it is the place where your customers are in direct contact with your organisation and where they voice their wishes to you. Respond to your customers' wishes and use your service as a unique lead source. With a properly set-up customer service, you immediately raise your webshop conversion. Read on and create your own golden service!
Offering a good service on webshops bears fruit. Research by Hubspot shows that 77% of customers share their positive experiences with others. Offering a good service therefore not only increases the loyalty of your current customers, it even prompts them to acquire new customers. A good service forms the basis for higher conversions, but how do you set up a five-star service? In the overview below you will find everything you need to improve your service and so raise your conversion.
Your webshop is open at every moment of the day, but is your customer service too? What happens when a customer has a question at ten in the evening? According to Bain&Co, customers are four times more inclined to switch to a competitor when the problem is service-related, compared with price- or product-related. You of course want to avoid this. But how do you make sure you are always reachable for your customer?
A chatbot easily helps you here. Not only does this virtual employee stand ready 24/7, it is also a good deal cheaper than bringing in a service team that operates around the clock. The advantage of a chatbot is that it easily delivers a good service at scale.
Give your customers a welcome feeling and immediately ensure a good first impression of your company. Welcome your customers just as in a physical shop by greeting them when they open your webshop.
By offering online service you help your customers easily and in a low-threshold way. You achieve this by bringing in a live chat on your webshop, for example. To offer online service at scale, deploying a chatbot is suitable. The chatbot is even able to greet your webshop visitor by their first name! After the greeting the virtual employee asks whether it can be of service in any other way, such as referring your customer to the right page. Thanks to the chatbot your customer immediately finds their way around your webshop. This way your customer has a point of contact at every moment of the customer journey.
Did you know that 86 percent of customers are willing to pay up to 25 percent more for a product when they are offered better service? Make sure your customers are heard, not only after making a purchase, but before it as well. By supporting your customers in the purchasing process you give the customer more confidence in the strength of your product and they move to conversion sooner.
Here too a chatbot supports your webshop service. Your customers not only ask the chatbot questions; it even shows them relevant products or sends a message when a shopping basket has been full for a while. Your chatbot also supports your customers with browsing through your webshop. When you have a large range, your chatbot makes sure your customers find the products they are looking for. Your chatbot acts as your own personal shopper. This way you empty filled shopping baskets in a split second, while your customers enjoy the best service.
The sentiment you evoke in your customers is important. According to research by McKinsey, 70 percent of sales experiences are based on the way the customer feels treated by customer service. So you want your customers to feel important. You ensure this by offering a personal service. This is quite a challenge at scale, though. Fortunately a digital employee supports you with this.
Your chatbot easily requests important information from your customers, such as name, email address or order number. All the necessary information stands ready in a 360-degree customer profile. Thanks to a hybrid functionality, your employee easily takes the conversation with the customer over when a human hand is needed. Your employee has all the information he or she needs straight away, without the customer having to repeat themselves. That way you offer a hyper-personal service at scale.
Your customers want to get the feeling that they are buying their products from a reliable shop. To optimise your webshop it is therefore important to demonstrate that a customer can safely make his or her purchase here. Give the customer a choice of different payment methods and make sure the privacy policy is clearly visible.
Besides a safe purchase, a customer also expects transparent communication. Communicate clearly with the customer; state the price of the products and any shipping costs clearly. For some visitors, hidden extra costs during checkout are a real dealbreaker.
Good contact with your customers creates a unique opportunity to exchange experiences. What do your customers think of your service? What could be better and what would they like to see more information about? By seeking answers to these questions you not only obtain important input from your customers, you also give them the feeling that their experience matters to your company. Ask, for example, how they found the purchasing process at the end of a service conversation. Make sure you always process your customers' feedback and reviews too. Give your customers the feeling that you are listening to them, whether the review is positive or negative in nature. Process the input you get to improve your service by the day.
Your webshop service is the basis for higher conversions. By guiding your customers superbly in your online environment you set your webshop apart from competitors. Always be there for your customers with personal advice. At the same time you collect important input from your website visitors. Have you been inspired and do you want to achieve more conversions with your service straight away? Try it yourself and create a free account.
Share this article
