Great customer service has long been a competitive battlefield that has allowed smaller businesses to muscle-in on the turf of companies offering lower prices. In traditional businesses, this is as simple as establishing a relationship in person, being friendly, and checking in to see if their needs are being fulfilled.
Online, though, when your site can have hundreds or thousands of visitors from around the world each day, achieving this customer connection becomes near-impossible – or, at least, it does in the traditional sense. Online, your website needs to do the talking and connecting for you, offering the welcoming and helpful experience that the modern crowd seeks.
To be appealing in the first place, websites need to tick all of the foundational boxes like intuitive navigation, a good color scheme, and helpful content. To enhance the experience further, and keep the increasingly low attention spans of online customers, incorporate some modern tricks. From optimizing customer relations to tapping into emerging trends, here are a few ways for you to enhance each customer’s experience on your site.
Explore the potential of accepting cryptocurrency payments
Digitalization is driving business, and at the forefront of this digitalization in finance looks to be the revelation of cryptocurrency. Right now, cryptocurrency trading is the hot topic, with prices soaring to catch headline news and interest pieces in people who have won or lost in the crypto markets being everywhere. Bitcoin, Ethereum, and even Litecoin have become favorable buzzwords, epitomizing the digital future that we’re hurtling towards.
Just since April 2016, the number of blockchain wallet users globally has soared from 6.91 million to 68.24 million in February of this year. The growth is tremendous, with millions of people actively seeking to buy, store, and even spend on cryptocurrencies. The surge has been registered by the more modern forms of mainstream digital payments, eWallets, with PayPal enabling users to buy and sell virtual currencies now. The cryptocurrency model, being peer-to-peer across blockchain technology, just continues to grow in its appeal.
Including a way for customers to pay for goods and services on your website through cryptocurrency can help to modernize the customer experience in two key ways. First of all, it offers another, potentially preferable, payment option. Payment options are crucial, with most customers only wanting to stick to their select few accounts rather than create new ones. Secondly, just having your site show that it accepts cryptocurrency payments gives it a persona. It shows that you’re a modern business, a pioneer who knows the way that the people are trending, and even that perception coupled with the great crypto press coverage can be enough to enhance a customer’s view of the business.
Utilise modern CRM to enhance and streamline customer relations
As mentioned earlier, good customer service and strong customer relations is still a powerful driver in the world of business. In fact, Microsoft found that 90 percent of respondents to their recent survey stated that customer service is important to their brand choice and loyalty. With so many people potentially coming to your website, it can be challenging to manage all of these interactions and maximize your reach to each visitor.
Now, however, Wix has crafted a new customer relations management tool to make the whole process much easier. The CRM, known as Ascend, packages all of your customer management needs into one clear-cut system. The key to the CRM is so valuable is that it makes the process much easier and faster, enabling you to directly target customers with relevant, real-time information.
As you can connect all forms of contact methods, from on-site chat to Facebook’s Messenger, you’ll only need one tab to ensure that you can react quickly to questions. In the end, any potential customer who’s seeking answers wants them as quickly as possible. Along with everything else that the CRM helps you to manage, speedy and direct customer service is certainly one of the key ways that it’ll help your site to enhance each customer’s experience.
Become faster to appease your visitors
Modern options are all about convenience and speed to today’s customers, with online options and premium products being used because they offer a top-class, speedy experience. For example, in the gaming industry, PlayStation regularly unveils new games that are on the way, but if any of them don’t run at top speed and without delay on the premium PlayStation 5, word will quickly get out, and people will avoid the game. It was a similar story with the most highly-anticipated game of last year, Cyberpunk 2077, which lost all momentum because it was slow and crashed.
The same goes for your website: it needs to run smoothly, load incredibly quickly, and never crash. As many websites seek to expand and offer more content, this can become a major problem, particularly because Entrepreneur finds that 40 percent of customers will leave your site if it takes over three seconds to load. Luckily, there are some simple methods and readily available tools to help you speed up your site.
Image optimization should be every business’ first port-of-call is the website is running slowly. Images are very heavy, especially the super high-quality ones that many customers expect to see. So, you should look to compress your images with free online tools like Compressor and TinyPNG, which maintain a great deal of image quality while drastically cutting the file size. Next, turn to Google’s PageSpeed Insights tool to check your site’s speed and find ways to boost the user experience.
Modern online customers are as fickle as they are demanding, so ensure that the customer experience that you offer meets their lofty standards by implementing some of the methods above.