4 easy – and free – ways to improve the customer experience on your website

According to a recent survey by IntelliResponse, nearly 70% of customers say company websites are the first place they look when they want information on a product or service.

Your website is your customers’ first impression of you – and if you want that impression to lead to a sale, then you need to make sure your website is tailored to their needs.

Here are some small changes you can make to your website to enhance your customers’ experience:

Make it easy for them to contact you

In this digital age customers want information at lightning speed. What’s the best way to do this? The analysts at Econsultancy report that live chat has the highest satisfaction levels for any customer service channel.

Live Chat Satisfaction

There are plenty of other stats that mirror these findings. For example, BoldChat found that 31% of online shoppers from both the US and UK said they would be more likely to purchase after a live chat.

Customers appreciate live chat for a myriad of reasons, the main one being time. Answering questions quickly is a huge benefit to your customers, and can help you stand out from a competitor who may have a delayed response.

Live chat provider, Tawk.to, is completely free; we even use it on the Customer Focus website. Since adding it, we’ve easily gained about 15 extra leads a week. It’s easy to add, and as long as you have someone from your company readily available to answer customer inquires, then you’re good to go.

If you’re a Customer Focus user, read this help sheet to learn how to add live chat to your website.

Simple FormAdd a ‘Have a question?’ form

A lot of small businesses with successful websites get a high proportion of inquiries as well as orders. So it’s important to make it easy for customers to get their questions answered.

An uncomplicated form which is easy to access and complete is a great way of capturing people’s details who are still shopping around.

Testing is important; it’s easy to slip into jargon and assume a higher level of product knowledge than your customers may have. So have a family member or friend not connected with your industry visit your site and see how they feel about the experience. 

Put information at their fingertips

While an FAQ page on your website is a great way for customers to get answers to complex questions, they may end up frustrated before even finding that page.

A great way to help answer some of their basic questions about artwork, lead time, payment options etc. is to add a Q&A section on each product page.

Customers like to self-educate so make sure that any information that might be useful to them is at their fingertips. If there’s a lot of it, separate it out with tabs or text anchors.

Frequently asked questions

If you’re a Customer Focus user, click here to learn how to add this to your site.

Signpost them towards the best products for their needs

Too many product choices can overwhelm a customer and make it harder for them to make a decision. Make it easy for customers to locate the perfect product for their needs by creating pages of products dedicated to different industries, seasons, events etc.

Custom Categories

Not only is this a better customer experience, it’s also going to give you a better chance of getting higher search engine rankings.

How do your feet feel?

Because you’ve just learned how it feels to put yourself in your customers’ shoes. Repeat this exercise every couple of months to make sure you’re keeping their experience at the center of your website.

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