- Customer Experience, eCommerce

7 Ways to Prevent Your Customers from Leaving Your Website

What are the best ways to reduce bounce rate on your website and prevent customers from leaving your page?

If you’re no longer satisfied seeing customers land on your website and abandon it almost immediately, then this blog post is for you.

There’s an endless pursuit to acquire more leads and win more customers online. Every day, new strategies and tactics are being developed to help drive customer engagement.

As a website owner, everything you do should revolve around offering the best customer experience on your website.

If you’re struggling to do it the right way, here are the proven ways to prevent potential customers from bouncing-off of your website:

Retain customers by optimizing content for mobile devices

Your ideal customers are mobile, are you?

No matter the business model or industry you belong to, we’re all operating in a mobile-first world. Therefore, a mobile-first approach is critical to your content marketing success.

For instance, mobile apps are essential for boosting customer experiences on eCommerce sites. They provide these customers with a one-stop experience where they can carry out in-app purchases, get access to insider bargains, and get unique client support.

In fact, the majority of mobile time spent using apps is roughly 40% of all eCommerce purchases during the 2018 holiday season.

Retain customers by optimizing content for mobile devices

To create a seamless experience for your customers, make sure you include a search tool in your mobile eCommerce website.

Make sure the search icon is obvious and accessible on any display screen size — also your user must be able to locate needed information immediately and painlessly.

If you opt to create a mobile shop, ensure that you properly test drive it. Regular evaluation is important. It’s all about getting feedback from users about your mobile shop. You can send a survey or polls to get their feedback. Better yet, you can do this by looking at the user behavior patterns since actions speak louder than words.

For example, if you’ve got a feature on your mobile shop that users don’t use, then it’s not useful to them. Learn to follow the users and examine what they do and like, not merely their words.

An example of an eCommerce website with a mobile-first approach is Etsy. The user experience on the website is awesome; users can find specific items with the use of categories to find exactly what they’re looking for — the information is accessible via a mobile responsive website.

7 Ways to Prevent Your Customers from Leaving Your Website

Below the search bar, there are photos of trends that display typically the most popular items the customers prefer to purchase.

 

Mobile users can view these trending products clearly and the images are big enough and clear.

Live chat helps retain customers

Answering customers’ questions and engaging them are two important concerns you need to address on your website, especially as an eCommerce marketer.

Even though there are several ways to engage site users, integrating live chat on your website will make it easier.

Live Chat offers tremendous benefits and provides real-time solutions to traditional customer service that requires sending emails and waiting for 24 hours or more to get an answer.

There are so many tools you can use to integrate Live Chat on your website, such as Acquire, Intercom, etc.

Live chat helps retain customers

 

If you’d like people to stick to your site until you convince them to buy your product, then you will need to provide answers in the form of Frequently Asked Questions (FAQs).

But most times, you need to add a human touch to the mix, since FAQs may not address a dozen common questions and simply aren’t specific enough. You need a trained customer service agent to answer such questions.

It’s simple, customers want a quick resolution to their problems, whether they contact you through the web, mobile or walk through your doors, you need to act promptly on their request and provide a seamless CX across all your digital touch-points.

Samsung set up a great example of customer service when they personalized experiences for almost 2 million of its customers who visit Samsung’s website in Spain.

 

They adapt live chat software to reach out with questions and concerns without having to pick up the phone or score for resources. Because agents respond almost instantly, customers move through the purchasing journey quicker, reducing the chance of dropping off.

Make navigation Intuitive and Easy

Convenient website navigation helps users find needed information quickly and hassle-free. Also, it helps Google to index your pages effectively.

Poor navigation confuses website visitors and leads to a bad experience. When users can’t find what they’re looking for in your store, they’ll leave fast and won’t return.

Here’s an example of a website with poor navigation: large navigation menus, too much clutter, etc.

 

A good example of a website that uses great navigation is the Bjorn Borg.

Make navigation Intuitive and Easy

An eCommerce website with great pictures that properly inspires the athlete within — it’s efficiently color balanced, has excellent navigation, great on-site search, and amazing product descriptions.

To create seamless navigation, you may offer separate and distinctive categories, make product headings more desirable, and use the next methods:

i). Predictive Product Recommendation: Currently, this is actually the most popular aspect of Artificial Intelligence (AI) used for sales. AI makes it easier for users to see products based on their behaviors on the website.

ii). Product Finders: This is a group name of information systems; they help consumers identify items within a sizable palette of similar substitute products.

iii). Web Guided Shopping: This technique is often referred to as online guided selling. This technique impacts consumers’ buying decisions greatly.

 Enhance Your Product Page

The first impression is vital for an eCommerce website. Pick your customer’s initial impression by showcasing your products in a unique way.

Every shopper is exclusive — a few of them may favor detailed product explanations, while others favor clear and attractive images.

That’s why it’s within your interest to provide guests with every possible aspect about each product, thus motivating these prospects to complete their order.

To captivate your ideal customers, you need to use high-quality images and detailed explanations, 3D animations and renderings, 360-degree videos and views, and so much more. All of these attempts will help increase your sales and customer loyalty.

A perfect product page should support the following components:

  • High-resolution products photos.
  • A thorough description with size, components, structure, accessories, product packaging, and so on.
  • A presentation of the most current sizes, colors, and alterations available.

Remember that positive reviews and testimonials from previous customers can significantly boost your online store’s credibility.

That said, you need to motivate your customers to leave feedback, record honest videos, or take real photographs of items they’ve purchased and used.

Amazon is a website with great product pages. It’s arguably one of the best stores online today.

 Enhance Your Product Page

 

The website above utilizes relevant categories, perfect design, and some of the most amazing product pages you’ve ever seen, and attractive product display all soon add up to setting up an awesome shopping experience leading to customer retention.

Additionally, you should include the links to your privacy policy, shipping details, FAQs, and your return policy should all be easily accessed from your checkout page.

You may also wish to consider testing a live chat option on the checkout page in case the customer has any pre-sales questions before placing their order

Set Up a Simple Checkout Process

Checkout, the final step of a user on your website, is essential because this is when your consumers make the ultimate decision to purchase your product or abandon their cart.

So creating a simple and clean checkout process is vital. Modern practices that you should ensure in your checkout design is a minimalistic design.

You can include the links to your shipping details, online privacy policy, FAQs, as well as your return plan. All of this information should be accessible on your checkout page.

Additionally, include several options on your checkout page so that customers aren’t forced to create a merchant account before completing the checkout process.

One of the most common problems faced by eCommerce websites — both large and small, is abandoned carts.

You can easily prevent this problem by fixing your web page load speed, offering a money-back guarantee, providing the total shipping cost beforehand, and fixing the leaks in your sales funnels.

As an example, Domino’s website has a good checkout page. Their checkout is quite easy — no subscription is necessary, just easy fields to complete.

Set Up a Simple Checkout Process

Payment details are stored for returning customers. It even possesses a ‘zero-click’ app which further simplifies the checkout process. Simply click the app and after having a ten-second countdown, your ‘go-to’ pizza will be delivered.

Provide Excellent Customer Support

Customer support can be an umbrella term which includes specific things like design, customer support, perfect price-quality percentage, and minimum load speed.

Let’s dig a little deeper.

i). Design matters: A clean web page design shows the authority and trustworthiness of the company behind the display screen. To be able to achieve this, only use high-quality imagery and ensure they have similar styling to show consistency.

ii). Consistent Price-Quality: There are many ways to configure charges for your website. However, bear in mind that a lot of pricing strategies could damage your customer’s perception of your brand.

Your clients may need help at any point in the shopping process. Provide users with various forms of contact — mobile support and callback, self-service support, email, and so on.

Sephora is the best example of this, the website would thrill you: excellent product description, site search, no-hassle refunds, and a clean checkout.

It handles even the tiniest details, which works to convince customers who are still on the fence.

On top of it, is also offer live chat assistance by recommending you the perfect product according to your skin tone. You can check the availability of your favorite product, ask a question or call for a customer service agent right from the live chat window.

Provide Excellent Customer Support

Personalize Customer Experience

In a study conducted by Shopify, 75% of web users appreciate whenever a brand personalizes its offerings and messages, and 74% of web users become frustrated when content is not highly relevant to them. 59% of online consumers said it’s easier to find the right products on personalized online stores.

Furthermore, personalized customer experiences can improve your conversion by 8% due to retention.

Personalize Customer Experience

There are several ways to personalize your eCommerce website: empty cart messages, showcasing special offers in relation to customer location, sending targeted regular emails, etc.

A great example is Amazon which has a seemingly endless product list; otherwise, finding what you would like on Amazon could be very difficult.

 

Image Src: rejoiner.com

However, the web site analyzes its customers’ past behaviors and helps bring products it believes they could be interested in.

Conclusion

There you’ve it, the 7 ways to stop customers from leaving your website. If you’re able to retain your customers, it’s obvious that your sales will increase.

Often times, the challenge isn’t in generating customers but actually retaining them.

Customer retention ultimately leads to conversions and brand loyalty. In fact, the more customers you’re able to retain and convert, the more profits your business will generate.

7 Ways to Prevent Your Customers from Leaving Your Website

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