Ecommerce Websites Need to Have a Human Touch
There are plenty of gimmicks available to improve experience on ecommerce websites, but none better than creating real experiences for customers.
Real customer experiences also allow you to learn so much more about them, as well as increasing conversion and lead generation rates.
Bringing the power of a human touch to your ecommerce website bridges the gap that you currently have between you and your customer. They aren’t happy with your service or products, but you don’t know why. They attempt to reach customer service but they get hit with complicated systems and robotic scripts. Systems that never get to the root cause of the customer’s issue.
Robots and scripts don’t solve the problem.
A human can solve the problem and encourage the customer to convert:
1. Pain free customer service
If customers are using your ecommerce website to buy from you, guess where they want to reach out to customer service. Your website!
They don’t want to switch channels and send you an email – only to get a painfully slow response after they’ve already left your website. They don’t want to call customer service – only to be faced with an irritating interactive voice response (IVR) system and cringeworthy hold music. An incredible 93% of negative customer experiences are occur because the customer is put on hold.
Customers want support right there when they need it – on your website.
But not only do you need to provide customer service on your website. You also need to ditch the annoying automated robots and stale scripts. If you are using an automated system for phone, email or any other channel at the moment, there is a good chance that you’re ticking your customers off.
Get rid of painful automated systems and bring back a real human touch to your website.
Let your support agents get to know customers and have a friendly chat rather than an unfruitful, stale exchange of drivel. Add human customer service to your website in the form of well executed live chat and delight your customers time and time again.
Read the full article on the eCommerce Expo site here https://ubm.io/1VRmgbc