With a booming increase in the number of ecommerce sites there is fierce competition to attract more customers. This has made the customers more empowered and it has increased their expectations. It has become more difficult to please a customer as a slightest mistake can prove to be lethal. As per the survey it was found that, 70% of the buying experiences are based on how the customers feel they are being treated. Hence, it is very important to provide a good user experience to the customers.
However, in order to provide good customer service, it is very important to stay updated with the technology and have all the essential tools. The tools can be used to attract more customers through different ways and enhance the user experience. The article describes 5 tools that are must for the ecommerce site to increase the customer base:
1. Customer Support
In order to attract more customers, it has become very important to provide a good customer experience. Live chat software plays a very important role in resolving the customer queries and increasing customer engagement. As per the survey it was found that over 60% millennials use live chat to resolve the query, making it a must for the ecommerce website.
Tagove: It is a very important tool that offers multiple features like live video chat, voice chat and text chat with features like co-browsing and screen sharing which aids in providing good customer service.
Key features:
- The two-way co-browsing feature allows the agents to provide real time resolution to the customers.
- It also allows sharing the files with customers and other agents via the chat window.
- The statistics and analytics play an important role to improve the customer service.
2. To promote loyalty programs
Loyalty programs have started to gain popularity and have become an integral part of the ecommerce stores. They not only help to attract more customers but also play a crucial role in retaining the customers. As per the survey done by Ernst & Young it was found that 25% of customers consider brand loyalty as important factor to impact the buying behavior. In order to gain the competitive advantage, it has become imperative for the ecommerce store to adopt the loyalty program that suits well with the needs of the target audience.
Sweet tooth: Sweet tooth is an important tool that can be used to design basic as well as customized loyalty programs for the customers.
Key features:
- It designs the programs that aim at targeting the sales by increasing the customer spending through loyalty points.
- It helps to acquire more customers as it rewards points to customers who refer the products or services.
Example: Muscle & Strength is the firm of USA that is using the rewards catalog program by Sweet tooth. They allow shoppers to earn more points for birthdays, purchases and referrals. It has proved to be very effective tool and has helped to increase the customer base.
3. Connect to social media
No business can sustain without its presence on various social media platforms and ecommerce stores are no longer an exception. As per the research it was found that 58% of the marketers have indicated that their social media efforts have helped to increase the number of leads. Therefore, it has become the necessity for the ecommerce stores to connect to audience with the help of social media.
Hootsuite: Hootsuite helps to manage multiple social media accounts from the single platform and it also monitors the conversations pertaining to the company.
Key features:
- It provides suggestions for personalized content and allows scheduling multiple targeted messages.
- It can also auto schedule the messages to be posted at the best time of the day which helps to attract more customers.
- It also generates reports that give a fair understanding about the impact of the campaigns on the social media.
4. Shopping cart recovery
It has been found that majority of the customers would not complete the sales during the first visit which results in shopping cart abandonment. As per the survey done by Baymard it was found that the average shopping cart abandonment rate is 68.07%. Hence, it is very crucial to have a tool to deal with the shopping cart recovery.
Abondon aid: Abandon aid is a great tool that allows sending the note to the customer reminding them to complete the order. It is an automated process and does not require any human intervention.
Key features:
- It allows sending personalized emails to the prospective customers compelling them to complete the purchase.
- It also shares the recovery statistics to analyze the performance and the results.
- It helps to save time and money and also increases customer engagement.
5. Analytics
In order to improve the performance of the ecommerce website it is important to understand the analytics of the website and monitor their behavior. With the help of analytics companies can make informed decisions to attract more customers.
Google analytics: It is one of the most well-known tools admired by website owners across the world. It allows tracking, organizing and reporting the information in an easy manner.
Key features:
- It provides information about the visitors and allows monitoring their behavior.
- It identifies the pages that are generating more as well as less traffic which creates the base for improving the underperforming ones.
- It helps to understand the effectiveness of the marketing campaigns and track the social media buttons.
Summary:
There is a rapid increase in the number of ecommerce websites and hence it is very important to stay updated with the latest tools and technology. Companies that are not updated with the latest tools cannot sustain the competition and would gradually end up losing the customers.