It is more important than ever to provide a great customer experience in today's digital age. Your clients interact with your brand online and on mobile devices, so you need to make sure that their exposures are positive.
So, in this blog post, we will discuss some tips and tricks for improving the digital customer experience. We will also provide examples of companies that are doing a great job in this area.
Keep reading for more information!
What is digital customer experience?
Digital customer experience is the term used to describe all interactions a person has with a company as they interact with digital channels such as:
- social media,
- mobile apps.
The goal of creating a great digital customer experience is to make it easy for users to find what they're looking for and to complete the task they set out to do.
This often includes:
- providing a smooth, consistent experience across all channels,
- building an intuitive and easy-to-navigate interface of the website and application
- ensuring that interactions are engaging and helpful,
- reacting quickly to any problems that may occur.
So, a clients’ perception is what matters here. When it comes to asking for help or placing an order, is the process frictionless, memorable, and enjoyable? It's not only important for your recipients but for you the most. In the end, you want to improve your brand and its services, right?
An excellent digital customer experience can be key to developing a fan base who are more likely to return and recommend your business to others.
Benefits of providing an exceptional digital customer experience
1. Increased customer loyalty
A positive experience with your brand increases your chances of gaining loyal and lifelong clients. They are also keen on telling their friends and family about your business, which can lead to increased word-of-mouth marketing.
What's more, loyal consumers keep boosting your revenues. If you want satisfied users, fantastic service is a must, as it drives to outstanding experiences. A person evaluates every interaction they had with your staff and makes a judgment call about your service. Then, they share their thoughts about you. That's why their experiences and good words are so vital to your company.
2. Higher customer satisfaction
Another benefit of providing a great digital customer experience is their increased satisfaction. When people are able to easily find what they're looking for and have a positive experience interacting with your brand, they are more likely to be satisfied with your company overall.
Moreover, they then spend more time on your website or app and don't think about leaving you and going to the competition. If you provide them with a great experience, it is very likely that they will stay with you for a very long time.
3. Improved online reputation in social media
A third benefit of providing a great digital customer experience is an improved online reputation. If users are happy with their experience, they are more likely to leave positive reviews and ratings on your website or social media pages. This can help attract new visitors and improve your overall online presence.
People are pleased to share their thoughts on social media. What's more, news spreads quickly, good and bad. Therefore, if your audience is satisfied with your services, social media will learn about it quickly.
4. Greater customer engagement
Providing a great digital user experience can also lead to greater engagement. When people are engaged with your brand, they just want to make purchases, sign up for newsletters, or participate in other activities that can benefit your brand.
Then you don't have to persuade them to take any additional actions, nor do you have to use CTA too often. Your users will be happy to subscribe to your newsletter. And again, that means they want to stay with you and your services, not your competition.
5. Enhanced brand awareness
Brand awareness can be enhanced by providing great digital experiences to recipients too. Then, when they have positive interactions with your brand, they probably will remember your company and recommend it to others.
And nothing prompts people to make a decision like friends' recommendations who already have experience with your offer. They certainly trust their pals more than the ads. So, try to lead experiences that speak positively for your business.
6. Increased sales and profits
It all boils down to the fact that sales in your company will increase thanks to the great digital customer experience. A satisfied consumer will not only buy more or more often but will also speak for your brand. They become your live ambassadors.
When people are pleased with their experience, they are more likely to make purchases and recommend your products or services to others. This can help you reach new visitors and grow your business.
Good practices for improving the digital customer experience
1. Make sure your website is easy to navigate and find what customers are looking for
The navigation on your website should be easy for users, and they should be able to find what they're looking for quickly and easily. In addition, some companies have started using chatbots, checklists and surveys on their websites to provide a more personalized experience and help clients find answers to their questions.
To make sure your website is easy to navigate and find what customers are looking for, there are a few things you can do:
- use clear and descriptive titles for your pages,
- use easy to understand navigation labels,
- logically organize your content,
- utilize the search functionality on your site so visitors can easily find what they're looking for,
- make sure your contact information is easy to find,
- use visual cues to help visitors orient themselves on your website,
- use color and whitespace effectively to highlight essential elements on your pages,
- and finally, test out your site with real users to get feedback on what's working well and what could be improved.
2. Use clear, concise language on your website and in all communication with customers
Maintaining a professional image and communicating effectively with your recipients depend on the use of clear, concise language on your website and in all communications. Concise language eliminates ambiguity and ensures that your meaning is conveyed clearly and effectively. And when it comes to customer service, clarity is key to ensuring a positive experience.
Some tips for using clear, concise language on your website:
- use short, informative sentences,
- avoid jargon or abuse language,
- be clear about what you offer and what you don’t,
- use active voice whenever possible,
- use headings and bullet points to break up text
- and highlight key information.
So, when communicating with customers, always aim to be clear and concise. As we have said, this means using simple language, avoiding jargon, and being as helpful as possible. If you take the time to ensure that your communication is clear, you'll greatly improve the digital user experience.
3. Respond quickly to customer inquiries and complaints
Responding rapidly to everybody's queries and complaints is essential to providing a great digital customer experience. Clients expect prompt responses to their questions and concerns, and they will often take their business elsewhere if they don’t receive a timely response.
So, respond quickly to questions and complaints by creating a customer service policy and procedure manual.
The customer service policy and procedure manual should include the following information:
- the type of support that is available (phone, video conversation, email, live chat),
- hours of operation,
- how to reach customer service,
- what to do if you are experiencing technical problems with the product or service (support phone number, email address, chat, social media),
- how to file a complaint.
4. Offer a variety of payment options
There are a few reasons why it's vital to offer a variety of payment options.
First, it gives your recipients more flexibility in how they pay. For example, some of them may prefer to use a credit card, while others may prefer PayPal or another method. So, by offering several options, you can make it easier for people to pay you in the most convenient way for them.
Second, offering multiple payment options can help you increase your sales. Studies have shown that shoppers are more likely to complete a purchase if they have several payment options available. So if you're looking to boost your sales, giving people more ways to pay is one way to do it.
Finally, having multiple payment options can help build trust with your clientele. They are more likely to trust a business that offers multiple payment options than one that only provides one.
5. Keep track of customer purchase history and make suggestions for future purchases
Keeping track of a person's purchase history and making suggestions for future purchases is a great way to improve a person's experience. By keeping track of what your buyers have chosen in the past, you can make better recommendations for future purchases.
And by making suggestions for future purchases, you can help your customers save time and money by finding the products they need more easily.
You can use a customer relationship management (CRM) system to keep track of purchase history. A CRM system is a software application that helps businesses manage their clients' data. There are many different CRM systems available such as monday.com, so you'll need to find one that's right for your business. Once you have a CRM system in place, you can start tracking purchases, history and making suggestions for future purchases.
Making suggestions for future purchases is easy if you have a good understanding of your customer's requirements. If you're not sure what they need, you can always ask them. Asking them for feedback is a great way to get insights into their wants and needs.
Cookies are small pieces of data that are stored on a user's computer. They are used to keep track of information about a user, such as their preferences (language, products, etc.).
By using cookies, you can provide a better experience for your visitors by showing them content that is relevant to their preferences.
How to improve digital customer experience with BetterFeedback
Improving the digital customer experience by yourself can be a challenging task, but you can manage it with the BetterFeedback tool. This software is the simplest and faster way in these times if you want to know what your recipients think, desire, and with they are struggling.
BetterFeedback organizes in one place clients':
... that means all feedback from them.
Thanks to such data, you can improve the digital customer experience in your company in the blink of an eye. Based on your clients' feedback, you can, for example:
- make the right decisions,
- stay ahead of the competition,
- update your offer,
- improve your website,
- remove the solutions that do not work well for your users,
- help your customer service department,
- forget about spending hours reading and analyzing the tickets over and over again.
How BetterFeedback work?
After signing in, you can see the BetterFeedback dashboard.
In the Feedback tab, you can ask a question or choose from existing ones. Then our software will compare all information it has collected before. Next, you will see some graphic data and recommendations.
All thanks to a few clicks! :)
A few words of conclusion
By following the tips above, you can ensure that your clients have a positive experience with your business. If you're looking for more ways to improve digital customer experience, check out BetterFeedback. We offer a suite of tools that help companies collect and act on your recipients' feedback.
With BetterFeedback, you can get the insights you need to improve the digital customer experience and drive more sales. So sign in today and enjoy the results!