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A positive online experience benefits both the customer and the business. Clients can get answers to questions, buy products and visit a site 24 hours-a-day without the long waits associated with call centers and brick and mortar operations. Conversely, a business can save resources and time when their web presence is a strong one.
Considering that roughly half of shoppers abandon orders before they complete an online transaction, and that lack of information is a frequent reason, business owners should seek to develop web strategies geared to preventing these situations.
User-Friendly Sites Draw Customers
To maximize online transactions and make a visit worth the clients' effort, an e-commerce site must be informative, navigable and current. Make sure to address these components:
What Customers Really Want
The debate in the design world about site architecture and striking a balance between visual appeal and usability seems never-ending. There are a few universal guidelines, though, for providing your customers with tools that encourage them to stay on the site longer:
Finally, your company website need not be your sole online presence. Consider extending your coverage to social media outlets, such as Facebook, Twitter, Instagram, Pinterest, and LinkedIn. Boost accessibility by posting your web address and other relative details such as hours of operation on these pages.
Make sure to clearly post rules of use for all communities you might establish. While it's tempting to allow only positive comments, dealing with complaints can create an environment of transparency and honesty. Assign a trustworthy staff member to moderate the content.
Beyond the Site
Cyber-shoppers often grumble that they have trouble finding the answers they're looking for on commercial sites. Providing the necessary information online can offset many of these concerns, certainly - but no single solution can foresee and forestall all of them. For this reason, offering alternate venues for direct communication greatly increases client satisfaction. Consider which of the following will best fit your customers' needs:
Good customer service - long after a transaction takes place - continues to be a strong factor in attracting repeat business. This is also the case for online support service. Continue to listen to your customers and to survey their behavior while they visit online. Doing so allows you to stay on top of their needs and preferences, and to update your site to serve them better.