Customer Experience

The Ecommerce Customer Journey Mistakes that are Losing You Customers

59% of online shoppers will stop shopping with you after a bad experience, and 40% of those customers will tell others about it. What’s more worrying, is that 80% of businesses think that their customer service is great, when in reality, only 8% of customers agree.

A positive customer journey is not only vital for keeping your existing customers, but it’s also crucial for attracting future customers. Yet so many companies are making simple mistakes that are driving customers away. It’s time to be brutally honest about whether you’re guilty of these common mistakes and, if you are, do something to fix it.

Find out how RingCentral can help you keep your communication costs down

Learn more

1. Not having a consistent brand experience

Multi-channel selling and omnichannel selling are great strategies that will increase your exposure, grow your customers and improve your sales. Selling on your own website, mobile app, in-store, on social media and on online marketplaces, such as Amazon and eBay, not only solidifies your brand but also satisfies the customer’s need to have between 6-8 touches before clicking the ‘buy’ button.

Contact Centre 2.0: Rise of the

Collaborative Contact Centre

Get the full report on how digital transformation is making contact centres unified, collaborative, and intelligent.

Get your copy here

However, the benefits of multichannel selling are quickly negated by having an inconsistent brand experience across sales channels. Different branding, conflicting descriptions and incompatible platforms – they all push trust down and drive buyers out. Avoid this common trap by:

  • Creating a brand and tone of voice that is consistent across all of your touch points
  • Ensuring that your website and mobile site are both compatible and identical in style and branding
  • Duplicate your listings, images and pricing across your sales platforms by using a multichannel management software system

2. Not processing orders quickly or consistently

Speed and consistency in processing orders drive buyer expectations.

We’re in an age where customers want their products now. Amazon has demonstrated that not only is a 1-hour delivery time possible, but it also’s exceedable and it’s driving buyer expectations. 22% of online shoppers expect their purchases to be at their front door within 12 hours and 43% expect it within 24.

Failing to keep up with expectations is driving customers away and negative reviews up, yet  managing multiple orders across multiple sales channels is simple by:

  • Centralising all of your orders and order processing through a multi-channel management system and a central team collaboration software.
  • Keeping on top of your inventory to ensure that your orders are never delayed by out of stock or oversold item.
  • Using a real-time communication system that allows customers to get immediate responses to their sales queries.
See also 7 Tips for Getting Lucrative New Business Calls

3. Having a slow, inconsistent and outdated customer service offering

Many online retailers are so concerned with providing a consistent sales experience across their multiple sales channels that they neglect to duplicate that consistency across their customer service.

Consumers’ need to speed doesn’t stop at delivery. Two-thirds expect a same-day response to queries and 43% expect a response within just one hour. The days of back-and-forth email chains are gone and to stay competitive you should:

  • Put the customer in control of their communication journey by offering multiple real-time communication choices such as email, phone, SMS, live chat and social media.
  • Provide a consistent and seamless service regardless of communication type by using a contact centre solution.
  • Enable staff to access a history of contact, allowing queries to be dealt with efficiently.

And don’t assume that phone is dead –  61% of mobile searchers follow up with a phone call, making a ‘click to call’ VoIP button on your website essential.

Collaboration tools allow teams to connect via team messaging and video as well as providing a platform to share files, assign tasks, and coordinate schedules. Click To Tweet

4. Not collaborating internally

Providing an around-the-clock e-commerce service can make internal collaboration difficult, but it’s important to note that a seamless customer journey begins internally with your staff.

Collaboration tools allow teams to connect via team messaging and video as well as providing a platform to share files, assign tasks, and coordinate schedules.

Multi-channel management software centralises your listings, orders, inventory, shipping, invoicing and reporting, allowing teams to easily pick up tasks anywhere, at any time.

Stop making these mistakes

Bad customer service is causing UK businesses £37 billion per year, but it doesn’t have to affect you. Follow the tips in this blog to create a seamless staff and customer journey that will see everyone coming back for more.

Published by
Guest author
    Niki is the content writer for Expandly, the multi-channel management software system provider. Niki writes blogs on how online sellers can successfully manage multiple sales channels and Expandly provides the simple and affordable platform to do it with.
    Disqus Comments Loading...
    Published by

    Recent Posts

    3 Ways To Improve the Agent Experience and Reduce Contact Centre Turnover

    Turnover has always been an integral part of call centre life, with an estimated rate…

    4 days ago

    More Capabilities That Reduce Employee Burdens and Delight Customers

    As businesses continue to explore how to make hybrid work viable for both in-person and…

    1 week ago

    Top 10 voice features in RingCentral MVP [Enterprise Edition]

    Every day, thousands of enterprise-level organisations rely on RingCentral for their phone and voice communications,…

    1 week ago

    Hybrid Work Is Here: How Can Businesses Embrace It?

    Mid and large enterprises have an opportunity to make the most out of new working…

    1 week ago

    Maximise Your PBX Investments With RingCentral Cloud Connector

    When deploying cloud telephony, enterprises have plenty to consider before fully migrating from on-premises to…

    3 weeks ago

    Call Centre Recording and Its Benefits

      In this article, we will discuss: What is call centre recording? How it works…

    4 weeks ago

    This website uses cookies for analytics and functionality purposes. If you continue browsing our website, you accept these cookies.