It is about the perception of the company by the customer at each stage of the process of purchasing the product or service. It begins with the first contact with the company (social networks, website, etc.) and continues throughout the purchasing process. Thus, the customer experience must be neat at all times and not just in the purchase / order tunnel.
The best customer experiences Iran Phone Number List when the company manages to create an emotional connection with its potential customer. Customer experience is the overall perception of interactions with the product or service. Thus, many different and varied factors can influence r : accessibility (page loading time, etc.), personalization of the experience (personalized home page, product suggestions based on purchase history and consultations, etc.) ease of payment, the quality of service and customer relations, the quality and speed of delivery, …
Efforts must be focused on reducing the points of friction that hinder the purchasing process : loading too long, complex and long forms, preferred means of payment unavailable, imprecise information, etc. e-commerce 2. Take care of the product catalog The construction of the product catalog has an influence on the quality of navigation on an e-commerce site. A structured tree structure and a good classification of products make navigation easier.
The Customer Experience Is The Key
The products must be sorted according to their characteristics, in particular to facilitate research . The performance of the internal search engine has never been more important than on an e-commerce site! First important point: the search bar must be highlighted. The average user often prefers to use the search tool rather than browsing the entire tree to find the product they are looking for.
If the tree structure is well constructed and the search engine efficient enough, the user easily finds the product he is looking for. Has the user found what they are looking for? This is where the quality of the product sheet becomes important. A good product sheet is meant to be rewarding and incentive. It is necessary : take care of the visuals, show the product from different angles, put it in a situation, offer a zoom on the visuals, take care of the wording.
If the consumer does not find all the information useful , he prefers to abandon the purchase. The online purchase does not allow you to touch, handle or measure the product. The product sheet must make it possible to answer the user’s questions: isn’t the product too large? or too small? what does the fabric look like? what material is used …?
Suggesting a chat can also help to overcome some objections . If the user cannot find the information they are looking for, they can always ask an online advisor! The user should not be given time to doubt. Highlighting the cat may be enough to rekindle the visitor’s interest. It is also advisable to simplify the catalog : unsold products must be removed from the catalog to simplify navigation! A PIM software (Product Information Management).
According to a study by PWC
It allows you to structure and standardize product data from multiple sources. Updating data is made easier. An example of a product sheet: Goal example of product sheet Goal – visuals and zoom But highlights a large number of visuals and in particular a scenario of the product. In this example, the armchair is installed in the middle of a living room.
The consumer can project himself and get an idea of the rendering in his own interior. The product is presented from different angles and the zoom allows you to take a closer look at the chair and see more details. example product sheet goal – detailed product characteristics The characteristics are well detailed: materials used, weight, dimensions (including those of the package) … The consumer also has easy access to information concerning delivery, returns and customer reviews.
A user / assembly manual is available for download. The consumer is thus reassured about the ease of assembly of the product. 3. Build trust in your e-commerce site E-commerce sites abound on the Web. It is difficult for the Internet user to sort through and spot the scams. When he arrives on an online sales site, the consumer knows that he is preparing to communicate personal data: contact details, bank details, etc.
If he has the slightest doubt about the security of the transaction he is about to perform, he chooses the most reasonable solution: he leaves the site. He needs to feel confident . He expects transparency from the e-merchant. The user must feel “safe” as soon as he arrives on the site.