Just because you have an online shop does not mean that people will swarm it and buy your products. There are things you need to do to generate sales.
This includes customer engagement.
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According to Raj Narendar, customer satisfaction is the true measure of e-commerce success. But often, customer satisfaction is the result of customer engagement.
That said, we have listed down six ways you can boost engagement on your online store:
Produce Your Content
Having a blog on your e-commerce store may look counter-intuitive. However, this is integral in building awareness around your brand and products.
According to a 2019 Demand Gen Report, six out of ten customers find reading a blog valuable in the early stages of the buyer’s journey.
When we say “early stages of the buyer’s journey,” this means that people are still looking for what products can suit their needs. This could also mean producing informational blog posts.
Imagine a customer who is running out of ideas on what Christmas gift to buy for his parents. Luckily, you have the right content for that.
What’s cool is that there is a link that redirects the customer straight to the product page for every product you mention.
When you write informative content is such a way, you get to achieve two things:
- You can boost customer engagement in your online store.
- You are making it easy for your customer to buy your products.
Use High-quality Product Images
Nothing can turn off an online customer more than lousy product images.
Here’s the thing: Your customers can feel or see your products in person. Hence, you must use high-quality product images.
It can be as simple as ensuring that you are uploading high-resolution photos. That way, customers can zoom in on the image if they want to look in on the details.
It can also help if you take images of your products from different angles. This is to give your customers a 360-degree view of your item.
Just keep in mind that high-resolution images could hog your customers’ internet bandwidth. Hence, it would be best to compress it before uploading it.
Cross-sell and Upsell
When you run an online store, it is not enough to generate sales. You have to do something to boost your Average Order Value (AOV). This is where cross-selling and upselling could come in handy.
Cross-selling means recommending other products that complement what your customers want to buy. For instance, a customer purchased a pair of slacks for your store. You can cross-sell a pair of leather shoes.
Upselling, on the other hand, is like offering an add-on or a product upgrade. So, if a customer is buying a pair of slacks, you can upsell an entire office attire.
Who knows? Your potential customer might be looking for a complete attire.
Personalize Your E-commerce Content
Upselling and cross-selling is one example of content personalization. Still, there is more you can do about it.
Depending on a site visitor’s past behaviors, you can show individualized offers. This can be related products, preferred categories, personalized search results, and more.
So, where can you find the information about a customer’s past behavior? Check your e-commerce platform’s database.
Look at shopping history, visited products, clicked ads, opened email campaigns, and more. That way, you can figure out how you can implement content personalization for your e-commerce customers.
Let Customers Leave a Review
About nine out of ten customers read customer reviews before buying a product.
This means that customer review is integral in boosting e-commerce customer engagement and sales. For one, it shows how a potential buyer trusts other people’s feedback. Second, reviews can indicate how trustworthy and reliable your business is.
But what makes customer review boost customer engagement?
When you let customers have their say, it showcases that you are open to discussion. More so, if you respond to these reviews.
Aside from responding, you can also let customers add images of the products they bought. You can also allow other customers to respond to a review to keep the conversation going.
Provide Online Customer Support
It is common for customers to have questions before making a purchase. Hence, it would be ideal to have online customer support on your e-commerce site.
We suggest that you add chat support to your website. That way, a customer can click it when he has inquiries. But that does not mean you can leave it at that.
Customers prefer to receive a reply in an instant. So, what you can do is set a CS chatbot.
The beauty of using a chatbot is that you have your first line of defense. They can answer customer queries based on the algorithms you set.
In case a query is not in their program, that is when they can forward to human customer support.
Are You Ready to Engage Your Customers?
Sure, you can make the most out of your online store aside from having robust functionalities. But it is useless if it cannot keep your customers engaged.
Let’s face it: Engaged customers are happy customers. And when they are happy, they buy more and spread the word about your business.
Luckily, it is never too late to implement the following customer engagement tips:
- Produce your content
- Use high-quality product images
- Cross-sell and upsell
- Personalize your e-commerce content
- Let customers leave a review
- Provide online customer support
Now, it is your turn. How can you ensure a top-quality online shopping experience for your customers? Let us know in the comments!
About the Author:
Jake Rheude is the Director of Marketing at Red Stag Fulfillment, a trusted provider of 3PL fulfillment services. He has years of experience in e-commerce and business development. In his free time, Jake enjoys reading about business and sharing his own experience with others.