{"id":12288,"date":"2020-09-30T10:00:16","date_gmt":"2020-09-30T09:00:16","guid":{"rendered":"\/gb\/en\/blog\/?p=12288"},"modified":"2023-04-10T10:24:20","modified_gmt":"2023-04-10T09:24:20","slug":"customer-satisfaction-ecommerce-business","status":"publish","type":"post","link":"\/gb\/en\/blog\/customer-satisfaction-ecommerce-business\/","title":{"rendered":"5 Ways to Boost Customer Satisfaction in your eCommerce Business"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Customers are the backbone of any business. In a competitive industry like eCommerce, new businesses spring up every day. But the power of buying choice solely resides in the hands of the customer.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A report by <\/span><a href=\"https:\/\/www.mckinsey.com\/business-functions\/organization\/our-insights\/the-moment-of-truth-in-customer-service\"><span style=\"font-weight: 400;\">McKinsey<\/span><\/a><span style=\"font-weight: 400;\"> says that 70% of buying experiences are based on how the customers feel they are being treated. This is why understanding customer satisfaction is crucial to ensure your long-term success.<\/span><\/p>\n<h2><strong>What is customer satisfaction?<\/strong><\/h2>\n<p><i><span style=\"font-weight: 400;\">\u201cCustomer Satisfaction is the term typically used as a measure of how products and services supplied by an organisation meet or exceed customer expectation. Customer Satisfaction is usually captured through the distribution of surveys, asking customers to describe how satisfied they are with various touchpoints in their experience with the organisation \u2013 scoring on a scale and providing verbatim comments.\u201d<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0&#8211; Ian Golding, Global <a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\">Customer Experience<\/a> Specialist, and Certified Customer Experience Professional, Author of \u201c<\/span><a href=\"https:\/\/ijgolding.com\/ians-book\/\"><span style=\"font-weight: 400;\">Customer What?<\/span><\/a><span style=\"font-weight: 400;\">\u201d<\/span><\/p>\n<h2><strong>How to boost customer satisfaction<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">A high level of customer satisfaction should be a front-of-mind priority for any business owner. So here are five ways you can increase customer satisfaction for your eCommerce business.<\/span><\/p>\n<h3><strong>1. Measure customer satisfaction.<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Many businesses work hard to create products that delight their customers. They continuously seek to improve their customer relationships and bring new ideas every day. But are their customers satisfied?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The only way to know that is to <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-satisfaction-everything-you-need-to-know\/\"><span style=\"font-weight: 400;\">measure customer satisfaction<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u201cIf you can\u2019t measure it, you can\u2019t improve it.\u201d \u2013 Peter Drucker<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Here are 3 reasons why measuring customer satisfaction is crucial for your business.\u00a0<\/span><\/p>\n<ul>\n<li><strong>It\u2019s easier to retain existing customers than to acquire new ones.<\/strong><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For most businesses, reducing customer acquisition costs is a top priority. The best solution to that is to improve customer retention.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If a customer buys from you more frequently, they bring more value to your business. Moreover, <\/span><a href=\"https:\/\/www.business2community.com\/strategy\/6-times-expensive-win-new-customer-retain-existing-one-01483871\"><span style=\"font-weight: 400;\">acquiring a new customer costs six times more<\/span><\/a><span style=\"font-weight: 400;\"> than retaining an existing one.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-12290 size-thumbnail\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/retention-vs-acquistion-150x150.jpg\" alt=\"5 Ways to Boost Customer Satisfaction in your eCommerce business-449\" width=\"150\" height=\"150\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/retention-vs-acquistion-150x150.jpg 150w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/retention-vs-acquistion-100x100.jpg 100w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/retention-vs-acquistion-250x250.jpg 250w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/retention-vs-acquistion-40x40.jpg 40w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/retention-vs-acquistion-24x24.jpg 24w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/retention-vs-acquistion-48x48.jpg 48w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/retention-vs-acquistion-96x96.jpg 96w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/retention-vs-acquistion-300x300.jpg 300w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">A satisfied customer is more likely to remain loyal to your brand. Hence, you must begin to <a href=\"https:\/\/www.clicdata.com\/blog\/5-kpis-to-track-for-a-successful-customer-support\/\">measure customer satisfaction<\/a> to find ways to improve it.<\/span><\/p>\n<ul>\n<li><strong>Customer dissatisfaction is costly for your business.<\/strong><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Customer dissatisfaction has a considerable impact on your business. 91% of dissatisfied customers will not come back to you to make another purchase. They don\u2019t even voice their complaints. Instead, they go to your competitors.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-12291 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/customer-dissatisfaction.jpg\" alt=\"customer-dissatisfaction\" width=\"768\" height=\"396\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/customer-dissatisfaction.jpg 768w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/customer-dissatisfaction-300x155.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/customer-dissatisfaction-640x330.jpg 640w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">These are significant <\/span><a href=\"\/gb\/en\/blog\/stop-losing-money-poor-customer-service\/\"><span style=\"font-weight: 400;\">losses<\/span><\/a><span style=\"font-weight: 400;\">, and they directly influence your profits. That\u2019s why measuring customer satisfaction enables you to identify factors of dissatisfaction. By doing so, you can implement the necessary improvement initiatives before your customers leave you.<\/span><\/p>\n<ul>\n<li><strong>Dissatisfied customers are bad for your brand.<\/strong><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Dissatisfied customers tend to talk about their bad experiences in their everyday conversations, including on social media.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-12292 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/dissatisfied-customers.png\" alt=\"dissatisfied-customers\" width=\"620\" height=\"508\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/dissatisfied-customers.png 620w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/dissatisfied-customers-300x246.png 300w\" sizes=\"(max-width: 620px) 100vw, 620px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Negative word-of-mouth can severely damage your brand\u2019s image. And it takes time to get people to forget those opinions or reviews about you on social media. The best way to protect your brand\u2019s image is through prevention, or by addressing those complaints before they turn out to be too negative.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And how can you do this? By remaining vigilant to customer complaints.<\/span><\/p>\n<h3><strong>2. Improve website navigation.<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">The average attention span of a human being is 8 seconds long, which is shorter than that of a goldfish. That means your eCommerce store has very little time to grab attention and keep it. User-friendly design and easy navigation are crucial elements to succeeding in that effort.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When they are done well, your website visitors will have a great experience visiting your store and may even buy from you. Here are three ways to improve your site navigation:<\/span><\/p>\n<ul>\n<li><strong>Keep your website design uniform.<\/strong><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">When designing your website, start by planning the big picture of the design. Before you create product pages, before you add images or video to these pages, choose a proper layout. This layout should look consistent on every single page on your site.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By keeping a uniform design throughout your online store, your website visitors will get used to your layout and become pros at navigating it. If you change the look and feel on every page, you will create a confusing experience that can make your visitors abandon your site quickly.<\/span><\/p>\n\t\t<style>\r\n\t\t\t@media (min-width: 768px) {\r\n\t\t\t\t.bottom-cta .bottom-cta-img {\r\n\t\t\t\t\tfloat: left;\r\n\t\t\t\t\twidth: 50%;\r\n\t\t\t\t}\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-img img {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta {\r\n\t\t\t\tbackground: #001138;\r\n\t\t\t\tpadding: 30px;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy {\r\n\t\t\t\tpadding: 0 30px;\r\n\t\t\t\toverflow: hidden;\r\n\t\t\t\tcolor: #fff;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy .btn-primary {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\t\t<\/style>\r\n\t\t<div class=\"bottom-cta  CID-cta-2FdM5dTp IID-cta-69d2eff121ceb\"\r\n\t\t\tdata-dl-custom-type=\"cta\">\r\n\t\t\t<div class=\"bottom-cta-img\">\r\n\t\t\t\t<img decoding=\"async\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/multiracial-friends-using-smartphone-against-wall-at-university-college-backyard-young-people-addicted-by-mobile-smart-phone-technology-concept-with-always-connected-millennials-filter-image.jpg\" alt=\"Call to action banner\">\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-copy\">\r\n\t\t\t\t<span style=\"font-size: 24px; line-height: 30px;\">Meet your customers where they are, when they want, from wherever you are.<\/span>\r\n\t\t\t\t<span class=\"text-center\" style=\"display: block;\">\r\n\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\tclass=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\"\r\n\t\t\t\t\ttitle=\"Go to DE LP\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/digital-customer-engagement.html\" target=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\" data-dl-additional-info=\"Meet your customers where they are, when they want, from wherever you are.\"\r\n\t\t\t\t\tdata-dl-name=\"Meet your customers where they are, when they want, from wherever you are. | Find out how\">Find out how<\/a>\r\n\t\t\t<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t<\/div>\r\n\t\t\n<ul>\n<li><strong>Categorise your products clearly with clear labelling.<\/strong><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The product category tabs on your website should guide your visitors to find the product they want faster. As for the hierarchy, your site should have two types of categories:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Parent categories<\/b><span style=\"font-weight: 400;\">: These are the group of categories with names describing features of the group most accurately. Selecting them directs the visitors further down to your products.\u00a0\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Subcategories<\/b><span style=\"font-weight: 400;\">: These include specific product types. After building the site, if you cannot decide to which category a product should belong, conduct usability testing. Sometimes people try to look for an item in the wrong category.<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-12293 size-rcconnect_uk_2017-post-feature-1000x664\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/product-categories-1000x655.jpg\" alt=\"product-categories\" width=\"840\" height=\"550\" \/><\/p>\n<p><span style=\"font-weight: 400;\">People should be able to scan navigation labels and instantly understand what they are going to find in them.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, look at the navigation for Best Buy. The labels\u2014Products, Brands, Deals, and Services are at the top, and they start the navigation. Further down, the labels Home, Garage, and Office are areas that describe where the person would like to use the product. And even further down, you will find the type of product.\u00a0<\/span><\/p>\n<ul>\n<li><strong>Include a search bar.<\/strong><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">An eCommerce site sells so many products. Out of all of them, your visitors need help in finding the one they want. That\u2019s what the search bar is for\u2014to help your store visitors find what they came to buy.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-12294 size-rcconnect_uk_2017-post-feature-1000x664\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/product-search-1000x492.jpg\" alt=\"product-search\" width=\"840\" height=\"413\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Here are some best practices for an effective product search bar:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Place the search bar at the top of every page on your website.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Implement autocomplete to help the visitor search products faster.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Help with misspellings to help visitors find the correct products.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Offer more options like colour, size, etc. in the case of clothing products.<\/span><\/li>\n<\/ul>\n<p><b>Note<\/b><span style=\"font-weight: 400;\">: Do not integrate the search bar as a part of the navigation menu. The search bar needs to stand out on every page so that anybody can find it immediately.\u00a0<\/span><\/p>\n\t<div class=\"cta-banner  CID-2FdM5dTp IID-69d2eff121d2a\"\r\n\t\tdata-dl-custom-type=\"ctaButton\">\r\n\t\t<div class=\"cta-banner-img-wrap\">\r\n\t\t\t<div class=\"cta-banner-img\" style=\"background-image:url(\/gb\/en\/blog\/wp-content\/uploads\/2020\/06\/portrait-of-a-beautiful-and-cheerful-young-woman-telephone-operator-with-headset-working-on-desktop-computer-in-row-in-a-customer-service-call-support-helpline-business-center-with-teamworker-in-background.jpg)\"><\/div>\r\n\t\t<\/div>\r\n\t\t<div class=\"cta-body\" data-dl-custom-type=\"ctaButton\">\r\n\t\t\t<span class=\"cta-sub-heading\"><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">cloud contact centre<\/a> technology<\/span>\r\n\t\t\t<h3 class=\"cta-heading\">Improve customer and employee experience together<\/h3>\r\n\t\t\t<p>RingCentral's cloud contact centre can help you improve first contact resolution and make your customers happier.<\/p>\r\n\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\thref=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\" class=\"btn btn-primary\"\r\n\t\t\t\ttarget=\"_blank\" rel=\"noopener\" data-dl-additional-info=\"Improve customer and employee experience together\"\r\n\t\t\t\tdata-dl-name=\"Improve customer and employee experience together | Find out how\">Find out how<\/a>\r\n\r\n\t\t\t\t\t<\/div>\r\n\t<\/div>\r\n\t\n<h3><strong>3. Simplify the checkout process.<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Cart abandonment, which occurs when a person adds an item to their <a href=\"\/gb\/en\/blog\/definitions\/shopping-cart\/\">shopping cart<\/a> but does not complete the purchase, for some industries may be as high as 83%.\u00a0<\/span><\/p>\n<figure id=\"attachment_12295\" aria-describedby=\"caption-attachment-12295\" style=\"width: 620px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-12295 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/cart-abandonment-rates.png\" alt=\"cart-abandonment-rates\" width=\"620\" height=\"500\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/cart-abandonment-rates.png 620w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/cart-abandonment-rates-300x242.png 300w\" sizes=\"(max-width: 620px) 100vw, 620px\" \/><figcaption id=\"caption-attachment-12295\" class=\"wp-caption-text\">Source: Optinmonster<\/figcaption><\/figure>\n<p><span style=\"font-weight: 400;\">One of the prominent reasons for this is that the checkout process was too confusing to navigate and didn\u2019t flow well. By simplifying it, you increase the odds of turning potential customers into buyers. Here are four ways to simplify your checkout process:<\/span><\/p>\n<ul>\n<li><b>Include all the item prices and fees in the shopping cart.<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The pricing and fees of the items that the customers have chosen (including shipping and taxes) should be included in their shopping cart. Do not mislead them in any way. You should also clearly specify any special offers that will help them to save some money.<\/span><\/p>\n<ul>\n<li><b>Make inventory status and recommended products visible.<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Do not forget to show the inventory status and recommended products to customers because they might want to buy a similar item later.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-12296 size-rcconnect_uk_2017-post-feature-1000x664\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/recommended-products-1000x664.png\" alt=\"recommended-products\" width=\"840\" height=\"558\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/recommended-products-1000x664.png 1000w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/recommended-products-743x493.png 743w\" sizes=\"(max-width: 840px) 100vw, 840px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">If the product is going to be out of stock soon, include an option for them to sign up for updates. This will let them know when the product is going to be available again. On the checkout page, show recommended products, especially those related to what the customer has purchased. This can boost upsells.\u00a0<\/span><\/p>\n<ul>\n<li><b>Offer a wide range of payment options.<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Sometimes your customers may drop their items during checkout because you don\u2019t offer the payment option they prefer. If you can, always make a wide variety of payment options available\u2014especially those that are common among most online shoppers. With that, you are making things easier for them and at the same time boosting customer loyalty, which ultimately leads to higher profits later on.<\/span><\/p>\n<ul>\n<li><b>Make filling out shipping information easier.<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Make it easier for your customers to fill out the shipping information. Do not, by any means, ask them to enter it twice. Instead, create checkboxes if the shipping and billing addresses are the same. Allow your customers to choose between the standard or the expedited form of shipping. Also, make the estimated date of delivery visible during checkout after they chose their method of shipping.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">How about a smart way to reduce cart abandonment? Send your customer an automated abandonment cart email. Say, you have hosted your eCommerce store on Shopify and you use Mailchimp for email marketing. Anytime there is an <\/span><a href=\"https:\/\/automate.io\/integration\/mailchimp\/shopify\"><span style=\"font-weight: 400;\">abandoned cart in your Shopify store, add that person to your Mailchimp email automation<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One clever thing you can do here is to personalise your message to the shopper. Bearsville Soap Company has done an excellent job at that.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-12297 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/abandoned-cart-email.png\" alt=\"abandoned-cart-email\" width=\"487\" height=\"648\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/abandoned-cart-email.png 487w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/abandoned-cart-email-225x300.png 225w\" sizes=\"(max-width: 487px) 100vw, 487px\" \/><\/p>\n<h3><strong>4. Respond to customer tickets faster.<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Customers generally leave your store if their questions or concerns are not addressed quickly. Their most common customer service frustrations are\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Waiting for support assistance and\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Being put on hold for a long time<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Response time is an <a href=\"\/gb\/en\/blog\/5-must-have-customer-service-elements-for-online-businesses\/\">important element<\/a> of customer satisfaction. Since a lot of eCommerce businesses cannot afford 24&#215;7 phone support, the best way to go about quick customer service is by implementing live chat on your website.\u00a0<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">How does live chat help you increase customer satisfaction?<\/span><\/h4>\n<ul>\n<li><b>Initiates a proactive conversation with customers.\u00a0<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Live chat allows you to start a proactive conversation with customers and help them with basic concerns that do not need human interaction. In addition, you can even programme it to pop up with a friendly \u201cHi there! How can I help you?\u201d query, mimicking the <\/span><a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\"><span style=\"font-weight: 400;\">customer experience<\/span><\/a><span style=\"font-weight: 400;\"> in brick-and-mortar stores.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s recommended that you route your customers to your knowledge base that has all the possible questions with answers your customers may have. Your customers can solve their issues by themselves, and you will save time in the process.<\/span><\/p>\n<ul>\n<li><b>Routes support tickets automatically.<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">With the use of effective live chat software, you can automatically route support tickets to the right customer support representative. For example, if your live chat software supports webhooks you can <\/span><a href=\"https:\/\/automate.io\/integration\/google-hangouts-chat\/webhooks\"><span style=\"font-weight: 400;\">route customer tickets via Webhooks to Google Hangouts<\/span><\/a><span style=\"font-weight: 400;\"> so that a customer support representative is immediately available for an expert solution. This respects your customers\u2019 time as it doesn\u2019t require them to leave their shopping experience to get answers.<\/span><\/p>\n<ul>\n<li><b>Gives you valuable insights into customers\u2019 behaviours.<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">You can ask customers for feedback right away after you\u2019ve solved their problem within the chat. As this happens in real-time, there\u2019s no delay. In other words, the positive feelings from a helpful support interaction do not fade away. So you can capitalise on the momentum of the interaction that just took place.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can track this feedback, thereby gaining valuable insights into their interests. If Shopify is your eCommerce platform, move those insights to your Shopify admin from your chat software. You can do that by <\/span><a href=\"https:\/\/automate.io\/integration\/shopify\/webhooks\"><span style=\"font-weight: 400;\">setting up a webhook that posts data to your Shopify account<\/span><\/a><span style=\"font-weight: 400;\">. This data can include insights about when customers opt for chat, what the most common concerns are, etc.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This also reveals areas of friction within your website\u2019s customer experience and user interface, that you can later rectify.<\/span><\/p>\n\t<div class=\"cta-banner  CID-2FdM5dTp IID-69d2eff121d69\"\r\n\t\tdata-dl-custom-type=\"ctaButton\">\r\n\t\t<div class=\"cta-banner-img-wrap\">\r\n\t\t\t<div class=\"cta-banner-img\" style=\"background-image:url(\/gb\/en\/blog\/wp-content\/uploads\/2018\/08\/small-business-tablet.jpg)\"><\/div>\r\n\t\t<\/div>\r\n\t\t<div class=\"cta-body\" data-dl-custom-type=\"ctaButton\">\r\n\t\t\t<span class=\"cta-sub-heading\">Cloud communications for small businesses<\/span>\r\n\t\t\t<h3 class=\"cta-heading\">Find out how RingCentral can help your business<\/h3>\r\n\t\t\t<p>Learn about how RingCentral can provide your business with a single communications platform.<\/p>\r\n\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\thref=\"https:\/\/www.ringcentral.com\/gb\/en\/\" class=\"btn btn-primary\"\r\n\t\t\t\ttarget=\"_blank\" rel=\"noopener\" data-dl-additional-info=\"Find out how RingCentral can help your business\"\r\n\t\t\t\tdata-dl-name=\"Find out how RingCentral can help your business | Learn more\">Learn more<\/a>\r\n\r\n\t\t\t\t\t<\/div>\r\n\t<\/div>\r\n\t\n<h3><strong>5. Deliver customer support on social media.<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Your customers need not ask you for help on your own website. For example, a lot of customers nowadays reach out to brands on <\/span><a href=\"\/gb\/en\/blog\/social-media-contact-centre-operation\/\"><span style=\"font-weight: 400;\">social media for customer support<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<figure id=\"attachment_12298\" aria-describedby=\"caption-attachment-12298\" style=\"width: 780px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-12298 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/social-media-customer-support.png\" alt=\"social-media-customer-support\" width=\"780\" height=\"561\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/social-media-customer-support.png 780w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/social-media-customer-support-300x216.png 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/social-media-customer-support-640x460.png 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/social-media-customer-support-768x552.png 768w\" sizes=\"(max-width: 780px) 100vw, 780px\" \/><figcaption id=\"caption-attachment-12298\" class=\"wp-caption-text\">Source: Sproutsocial<\/figcaption><\/figure>\n<p><span style=\"font-weight: 400;\">Social media is turning out to be the new channel for customer support. Although it has been popular for over a decade, eCommerce businesses are now starting to use it as a viable support channel.<\/span><\/p>\n<h4><span style=\"font-weight: 400;\">So how can you use social media as a support channel?<\/span><\/h4>\n<ul>\n<li><b>Address (where possible) all social media questions, comments, and feedback.<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Every customer likes to be heard. On social media, that means any post\u2014comments, reviews, messages, etc.\u2014addressed to your needs to be acknowledged. This is the most important customer service <\/span><a href=\"\/gb\/en\/blog\/social-media-best-practices-businesses\/\"><span style=\"font-weight: 400;\">best practice on social media<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Responding to every single post may not be possible simply because of the sheer number of comments. But remember: if you are a small business, you need to respond to everything people say about you. If you are new to the market, your goal should be to get your brand\u2019s word out there.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And if you have already established yourself, your goal should be to build a community with a good bunch of loyal customers. In that case, you may respond to positive comments with a simple \u201clike\u201d while spending more time turning negative comments around.<\/span><\/p>\n<ul>\n<li><b>Address customer concerns as soon as possible.<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">On social media, people expect customer support to be always available. In fact, responsiveness is a very important factor on Facebook.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-12299 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/facebook-response-time.jpg\" alt=\"facebook-response-time\" width=\"656\" height=\"122\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/facebook-response-time.jpg 656w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/facebook-response-time-300x56.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/facebook-response-time-640x119.jpg 640w\" sizes=\"(max-width: 656px) 100vw, 656px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Poor response time on social media can have some serious effects. It can cause people to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Complain about you on social media.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Stop buying from you in the future.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Never recommend your products to anybody.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">When a customer posts a negative comment about your brand, you may be inclined immediately to defend yourself. But, on social media, you always have to fight negativity with positivity.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If a customer raises a complaint in a physical store, maybe three other people can overhear. But when the same thing happens on social media, it is visible to everybody!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Demonstrating empathy in such cases goes a long way. It can even be the difference between a 1-star review and a 5-star review.<\/span><\/p>\n<ul>\n<li><b>Start your message with a greeting and be transparent with the agent names.<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">While talking to customers on social media always address them by their name. And don\u2019t hesitate to include a greeting.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-12300 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/bestbuy-social-media-greeting.png\" alt=\"bestbuy-social-media-greeting\" width=\"603\" height=\"526\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/bestbuy-social-media-greeting.png 603w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/bestbuy-social-media-greeting-300x262.png 300w\" sizes=\"(max-width: 603px) 100vw, 603px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">You can even go further by ending your customer support responses with your representative name like a -Jason or -JK (first name or initials). This makes the customer feel that they\u2019re heard by a real person.<\/span><\/p>\n<h2><strong>Wrapping up<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">As you can see, there are so many things you can do to make your customers happy. The key is this: develop a customer-centric mindset. Put yourself in the shoes of the customer to understand their most important needs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And remember that improving customer satisfaction is an ongoing process. If they\u2019re currently not happy about being your customers, you have to take action to change that right away. If they are thrilled about doing business with you, there\u2019s always room for improvement. It never hurts to improve the experience you offer them.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">No matter which category you\u2019re in, the tips mentioned above can help you boost customer satisfaction and run a successful eCommerce business.<\/span><\/p>\n\t\t<div class=\"uc-expo-cta-2 style-4  CID-cta-2FdM5dTp\"\r\n\t\t\tdata-dl-custom-type=\"ctaButton\">\r\n\t\t\t<div class=\"inner-container\">\r\n\t\t\t\t<div class=\"text\">\r\n\t\t\t\t\t<span>Invest in your employees to improve your customer experience<\/span>\r\n\t\t\t\t<\/div>\r\n\t\t\t\t<div class=\"button\">\r\n\t\t\t\t\t<span class=\"\">\r\n\t\t\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\"\r\n\t\t\t\t\t\t\tdata-dl-additional-info=\"Invest in your employees to improve your customer experience\"\r\n\t\t\t\t\t\t\tdata-dl-name=\"Invest in your employees to improve your customer experience | Learn more\" target=\"_blank\"\r\n\t\t\t\t\t\t\trel=\"noopener\" title=\"go to CC LP\">Learn more<\/a>\r\n\t\t\t\t\t<\/span>\r\n\t\t\t\t<\/div>\r\n\t\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t\t\n","protected":false},"excerpt":{"rendered":"<p>Customers are the backbone of any business. In a competitive industry like eCommerce, new businesses spring up every day. But the power of buying choice solely resides in the hands &hellip; <a href=\"\/gb\/en\/blog\/customer-satisfaction-ecommerce-business\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;5 Ways to Boost Customer Satisfaction in your eCommerce Business&#8221;<\/span><\/a><\/p>\n","protected":false},"author":244,"featured_media":17722,"comment_status":"open","ping_status":"closed","sticky":false,"template":"single-content-hub.php","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>A Guide to Customer Satisfaction: What it is &amp; How to Improve it | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"A high level of customer satisfaction should be a front-of-mind priority for any business owner. SEE THESE FIVE WAYS to increase customer satisfaction for your eCommerce business.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/blog\/customer-satisfaction-ecommerce-business\/\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"14 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"A Guide to Customer Satisfaction: What it is & How to Improve it | RingCentral UK Blog","description":"A high level of customer satisfaction should be a front-of-mind priority for any business owner. 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