How to improve the customer experience in your e-commerce
A digital transformation is already a reality and the online shopping are already preferred by most consumers. In this context, the customer experience gains even more importance, bringing new challenges to the ecommerce.
With this, the E-commerce need to look for ways to improve customer experience and exceed your expectations. If possible, surpassing what he would have when buying in a physical store.
Ways to improve the customer experience in e-commerce
Some tools and resources can be used to improve the customer experience in e-commerce. See which ones are next.
Let's think about what happens in a physical store: imagine a department store where everything is disorganized. Bed, table and bath items mixed with kitchen utensils and toys.
This is not a scene that indicates a good shopping experience for the customer, right? The same goes for e-commerce. The site needs to be very well organized for the consumer to find what they want to buy, so easy e Quick. This is an attribution of usability, which must be considered in the entire process of creating the site.
But some external tools are also essential to improve the site's experience and usability. An example is the smart search, who is capable of optimize e customize searches within the online store. Learn more in this post: What is smart search and why have it in my e-commerce?
A artificial intelligence it should also be used to provide a good experience for e-commerce users. Through intelligent systems, it is possible to monitor the virtual store and identify the reasons that generate cart abandonment, for example. And it can also be used to customize e optimize a user experience.
In addition, features such as big data help to notice other patterns of behavior, as well as allow for the recognition of errors and opportunities for improvement in the sales process, freight calculation, etc. All of this is done through programs that use artificial intelligence.
Virtual sellers are also a trend in e-commerce, which can improve the shopping experience of user. A good example of this application of technology is the case of virtual assistant in the figure of the character Lu, from Magazine Luiza. This is a salesperson who serves customers in the virtual store and also interacts on social networks.
In practice, virtual sellers can be developed through hybrid resources, mixing the work of robots and human beings in e-commerce chats.
virtual reality and augmented reality
Experiencing experiences with a product is what most motivates consumers to buy in a physical store and not in an e-commerce.
However, it is already possible simulate the use of some products in e-commerce through virtual reality and augmented reality features. This possibility already applies to the purchase of furniture, fashion items and accessories, such as sunglasses, for example.
Logistics-related technologies also provide a pleasant experience for virtual store customers. O object tracking real-time is one of the advantages of this aspect.
It is now possible to send notifications to customers via SMS, email and WhatsApp, informing them about the status of sending, posting and delivery, for example.
One of the key features for improving the customer experience is recommendation windows. With this technology, based on information about the user's interest, it is possible to strategically display products in the online store, customizing the e-commerce window for each consumer.
The autonomous recommendation windows do all this automatically, through artificial intelligence. Learn more in this post: Standalone virtual showcase: how to customize automatically.