How to improve the customer experience from the details

At the beginning of the development of E-commerce, the business to occupy the market, the main means to win customers is low prices and rich products, and as the market is more and more mature, each enterprise open up the market, competition is more and more intense. and customer demand for online shopping, but also from the initial pursuit of low prices together, become more and more convergence with the line, perfect, personalized shopping experience is still the ultimate consumer needs. Therefore, the optimization of customer experience, E-commerce marketing is a very important part of the service details on how to give customers how the shopping experience has a critical decision.

Customer experience is not only important for e-business, but it is especially important relative to offline:

First, E-commerce is in the virtual market to buy goods, customers can not see goods, only to buy through the text and picture information to judge the goods. Like shopping in the physical shop, customers need to have an understanding of the shopping environment, and the process of understanding a large part of the information through the product to convey, the way information description will directly affect the customer's judgment when shopping.

Second, the E-commerce shopping process than the physical store shopping complex. Online shopping process is much more complicated than offline, payment needs to be realized through online payment tools, from merchants to customers and through courier companies. The customer's feelings of payment and freight will be transferred directly to the seller's overall evaluation.

Third, E-commerce customers from the purchase of goods to the goods hand, there is a time lag, in this period many factors will affect the customer's product, the seller's subjective feelings. A lot of times when customers choose merchandise is very impulsive also like, but after the delivery, delivery of a process, the hands of the time has not had the original feeling.

Four, e-commerce by the IT and Internet technology Support, many links are based on it technology to achieve, and some links are technology can not be achieved. For example, the promotion of the purchase of gifts, the use of points between different stores, coupons, the use of restrictions, returns and so on. If the customer does not use the shopping process to be able to enjoy the promotion discount by the convenient way, then the customer to the shopping feeling certainly not very good.

Therefore, the customer experience of E-commerce needs to be targeted on the above points to do a good job of optimization.

First, the visual experience: simplicity to the United States

Shopping in the physical shop, shopping malls environment for the customer is very important, the goods display is reasonable, the shop environment is comfortable and easy, whether it can let the customer to find the necessary goods and can push the main products to the customer before, very important. Also online shopping, the shopping environment is equivalent to our shop page and single product page.

The important elements of the website design include: The display of the goods, the design of the page, the reliable payment method and so on. The vast majority of products are based on the display method, mainly based on the site targeted consumer groups and other preferences. In terms of E-commerce website design, whether it is business-to-business, or Consumer-to-consumer mode, concise pages are always favored by users.

A good product page should grasp several principles:

1, the page contour clear, the primary and secondary trenchant, only needs to display the user most needs to understand the product information. Only if you meet the needs of users, your website design is valuable. Always show only the products you want to sell. This is not to say that users can not provide a lot of information, but to pay attention to the logical layout of page elements, visual focus.

2, web design should also pay attention to reduce customer clicks, the customer to reach the desired page clicks less, the possible return will be higher. At the same time, minimize the Operation menu, which is closely related to the quality of the customer experience. "In short, the display product should avoid extraneous interference and drive the customer's buying process."

3, the product classification is clear, and the entity store product divides the same reason, the Line Shop product category division also wants to be clear, even better than the entity shop, can let the customer quickly find wants to buy the product.

4, Web page design to focus on the limited screen space will be audio-visual multimedia elements of an organic arrangement, at the same time, all the images, text, including background color, line, font, title, footnotes, should be unified style, through the whole station. In the actual operation, including color, style, function, etc., need to be based on the characteristics of the target audience design.

Second, "Consultant-type" customer service Specialist

For an online store, customers see the goods are a picture, and do not see the business, can not understand the strength of the store, often will produce a sense of distance and suspicion, this time, through and customer service in the online communication, merchants can feel the real business through customer service and attitude, Customer service A smiley face or a cordial greeting, will make customers feel that he is not in with the cold computer and network to deal with, but with a good understanding of the people in communication, so that will help customers give up the start of the alert, so in the eyes of customers to establish a shop image. When customers go shopping again, they will choose the business that he understands. A customer service with professional knowledge and good sales skills can help buyers choose the right product, promote the customer's purchase behavior, and increase the turnover rate. If the online customer service is only positioned to communicate with the customer, then we say that this only completes the first step of serving the customer. A professional knowledge and good communication skills of customer service, can provide customers with more shopping advice, more complete answers to customer questions, more quickly to the buyer after the issue of the feedback to become customers "shopping consultants."

Third, two-way extension of after-sales service time

The complexity and relative long of the shopping process of e-commerce determines the length of after-sale service is higher than the line. From the customer to buy good goods to complete the payment start, that is, start after-sales service process. The long wait for the goods to hand the process is easy to make customers psychological changes. Every step of the shipment can be notified to the customer, let the customer in this process to each link can grasp the information, to buy their own goods can be tracked, so that customers and sellers more closely linked, can feel the seller's concern and concern for customers.

After the customer receives the product, must provide the perfect tracking and the intimate service to the customer's product. Online shopping In addition to the same line of Word-of-mouth spread, can show to other customers evaluation of differences and offline very important one link. There is a dedicated customer service manager, daily inspection shop evaluation, usually have a negative evaluation, must make processing, and must be telephone communication. As long as he will come up to speak, even if the consumer's unreasonable criticism, as long as the customer can be redeemed, it must be saved. Problems do not matter, the most important thing is to solve the problem after the attitude and methods, this is the most able to win consumer loyalty.

IV. Logistics and distribution information timely follow up

For the electric businessman, the logistics problem certainly more or less left us a very deep impression even is painful. When we are in order to increase the volume of the rapid growth of sales, it is easy to overlook a problem is logistics. This is the vast majority of electrical business enterprises can not avoid and difficult to solve the problem. Very few electric enterprises can have their own distribution system, relying on the third party to complete the transaction of the last one is also a very important link, and this is the problem that we are difficult to control. It seems that we can't solve this problem, but in fact, through some indirect means, we can optimize the logistics system reasonably. Shorten the time difference between orders to delivery, is the first to optimize the link, in the customer after a single shortest period of controllable delivery to improve delivery efficiency. After delivery, the first time to send messages to customers to remind customers to pay attention to logistics information, so that customers feel the efficiency and care. followed by the customer service team to follow up shipments, if delivery delays, mistakes in the situation in the customer before the problem of timely communication with the courier solution. To minimize the problems caused by logistics will avoid customer dissatisfaction.

E-commerce is a virtual shopping process, but the process includes data, service communication, logistics distribution, after-sales service and even it technology and many other experience links, seemingly can not touch, but also is the electricity quotient, each link of small errors will radiate to other links, destroying the entire process experience. So for e-commerce, optimize and improve every aspect of the customer experience, starting from the details, from the details to improve.