Online shopping has become the norm — and not only for Millennial and Generation Z consumers. Baby Boomers have now taken the lead as the fast-growing segment of digital buyers. With so many people flocking to eCommerce websites, apps, and social media platforms to make purchases, brands need to take customer experience seriously.
Even the smallest infraction can send a shopper straight into a competitor’s arms. A full 17% of people will ditch a company after one bad interaction. Around six out of 10 will say goodbye after a few snags.
Given these facts, it doesn’t matter if your business sells trinkets and toiletries or insurance and interior decor. You need to develop a memorable, friction-free user experience that leaves people raving. One way to promote stronger relationships with browsers and shoppers is to leverage the latest customer experience technologies.
Below are four brands that offer e-selling solutions aimed at boosting customer engagement and delight. Each company has carved out a specific niche designed to help online platforms stand out and grow sales.
1. Okta: Easing login log jams.
A huge sticking point for many online customers involves their onboarding process.
Onboarding occurs when a new customer sets up an account. Ideally, the process would be smooth and uneventful. However, many customers are forced to go through complex login setups involving passwords. It’s easy to forget a password later, which forces the customer to go through the annoyance of constantly having to reset private information.
Okta solves frustrating logins with its innovative customer identity solutions. Its work with the supermarket Albertsons is a prime example of how Okta’s products can work. Albertsons needed a way to personalize and protect the shopping accounts of its members. But it wanted a single, unified login for each person that would work across its omnichannel touchpoints.
To solve Albertsons’ needs, Okta created a system that allowed Albertsons’ shoppers to securely login from any portal. All data is stored in one space, allowing Albertsons to have access to its vast customer insights. Yet from customers’ standpoints, onboarding and future logins take just moments and require no heavy lifting.
2. AskNicely: Allowing you to hear and answer customer needs.
Increasing your customer experience can be difficult if you’re taking stabs in the dark regarding what your shoppers want. You may have an inkling of what customers like and don’t like, of course. Without definitive proof, you’ll end up making decisions based on gut instinct.
The workaround for being in the dark is taking the pulse of your buyers regularly. This is where a customer experience platform company like AskNicely can be a benefit. AskNicely provides clients with cloud-based systems to help track, monitor, and collect feedback from shoppers. The result is that you can take the guesswork out of figuring out how to serve your target audiences.
According to AskNicely’s internal research from a 2022 State of Frontline Work study, companies that prioritize customer feedback see many benefits. These include a 108% uptick in customer satisfaction (CSAT) and a 41% revenue bump.
Therefore, you may want to brainstorm places along the buying journey to elicit critical information from buyers. With the information in hand, you can make real-time changes to keep improving your customer experience.
3. Pulse: Powering up website personalization.
Customers enjoy feeling like they’re getting customized treatment from their favorite brands. True personalization can be tough to deliver, though. Marketing support innovator Proof allows companies to offer up individualization through its low-code technical solutions.
Here’s how Proof can work: When a customer returns to your site, Proof’s product uses identifiers to make alterations. These might be a switch in the page’s call-to-action or a swap in header text. The customer winds up feeling like the page is responding on a more personal level, adding a sense of familiarity and trust.
By tailoring each site visitor’s experience, you can begin to raise engagement and conversions. In time and through A/B tests, you can leverage Proof to have more control over your sales. At the same time, you’ll position your brand as one that offers a truly fresh customer experience.
4. Zendesk: Giving consumers a self-service portal.
A huge sticking point in the customer experience happens when buyers need assistance. Waiting until “normal business hours” to make a phone call or submit a ticket can be annoying. Many customers would rather have access to self-service options.
AI and a chatbot fueled by Zendesk’s technology can help. For instance, Zendesk points out that 71% of customers don’t want to repeat themselves. An AI-powered chatbot allows them to type their concern once. The chatbot can contextually evaluate the concern and offer immediate assistance or make recommendations.
In the event that the chatbot needs to pass the problem onto a human agent, the agent doesn’t need to force the customer to review the issue. After all, everything’s already been captured. This allows agents to resolve customers’ dilemmas faster.
Your online store’s customer experience can be your biggest differentiator as well as give you a significant competitive edge. Make sure you’re staying abreast of the latest tech tools. Don’t be afraid to experiment and see which ones help you create and retain a community of fans.