- Posted April 23, 2014 by
This iReport is part of an assignment:
Entrepreneurs to Invest in Technology Enhancement for Exceptional Customer Experience
Internet is swarmed with online shopping options so people are spending endlessly on e-commerce items. According to comScore, an analytic firm, online spending grew 14 percent in 2013 as compared to previous year’s figures. It has also been observed that consumers spend more time browsing products online than visiting brick & mortar stores to purchase. The growing trend of online shopping is leading online entrepreneurs to invest in technology enhancements, in order to provide more personalized shopping experience to their online customers.
Delivering unique customer experience is not an easy job, as it is difficult to train yourself and all of your employees to equip with qualities required to make customers happy on their every trip to your store. Remember, it does not matter what you sell; only a pleasant experience can make customers come back to you next time. In short, a poor service will directly affect your business revenue. Therefore, to deliver unique customer experience, entrepreneurs will have to re-work on the entire strategy.
You will have to begin with hiring the right kind of salespeople who know how to engage with people and how to develop long-lasting relationship with customers. Secondly, the sales team must be equipped with up-to-date industry knowledge, trends, tools and statistics so that they can guide customers truthfully and would not misguide them. Nowadays, the customers hate to wait. They want someone real in the virtual world who can answer their queries round the clock.
WebGreeter®, a global live chat support provider, states that live chat software and service help entrepreneurs track their customers’ movements on their websites and offer real time support to their customers, whenever they face any issue or have a query. Entrepreneurs can install live chat software on their mobile devices that enables them to check out customers anywhere and anytime.
Offer something ahead of your competitors; for instance, you can offer small repairs for free or launch exchange offers under given terms & conditions. It can inculcate confidence that they would not get while buying products from any other e-store. Moreover, you can offer discounts or freebies to add value to their purchases such as mobile protectors or mobile covers with mobile phone purchase. It not only gives a sense of security but also enhances the overall customer experience. However, entrepreneurs need to invest in technology to create and develop a unique customer experience.
How do you deliver exceptional customer experience?