increasing customer experience is a good option to sell online to the consumers and have a good time. In this case, good training sessions will be good for any e-commerce businessman.

1. How To Improve Customer Experience
eCommerce Software for Indian SME’s

2. 17 tips an eCommerce company should follow to make its
customers brand loyal.

3. Contrary to what a lot of the get-rich-quick crowd would have you believe,
running an e-commerce store is not a simple task. One of the toughest parts
of running an e-commerce store is dealing with eager customers who are
unsure of their order’s status or have been waiting for a reply to their simple
question for three days. Well here are seventeen things you, the e-commerce
merchant, can do to delight your customers and avoid those unpleasant
situations that your precious customers might face.

5. 1. Focus on the customer experience
Customers want answers to their questions and they want them fast. Good
customer service is really important. Customers who receive bad customer
service from an online store are left irritated and unsatisfied. Moreover, they
highly unlikely to return. E-retailers must ensure that they provide a positive
experience to encourage repeated business. Nothing can be more frustrating
to customers than not finding basic information about products, shipping
information, return policies, refunds etc. Make sure your website is user-
friendly and contains detailed product pages that always have thorough
product descriptions with images.

6. 2. Offer free delivery
Free shipping is a crowd favourite. It is simply must for your e-commerce site.
Customers do not like to pay for shipping costs. Free shipping is something
they expect at every online store now-a-days. And it becomes a real big mood
spoiler if after filling up their cart they do not find the option of free shipping.
If such is the case, it does not take them even few seconds to move to a
different shopping site.

8. 3. Help your customers help themselves
Educate your customers! Ask yourself: what are my customers’ support
needs? What would I want if I had been in his/her place? A searchable FAQs
section that covers every conceivable question will enable customers to get
answers more quickly and take the pressure off customer service staff. Make
sure you make all kind of information that a customer can need available on
your website which can be easily accessed. This will make customer’s
experience much better and also reduce the load on your customer care
service.

9. 4. Listen!
Asking customers for feedback shows them that you value their opinion. The
key metrics to focus on are repurchase / renewal intentions, as well as
‘referrability’. On top of this make sure you watch what’s going on offsite by
monitoring your reputation, and by getting involved in the discussion,
wherever it takes place.

11. 5. Make sure your site runs smoothly
The people have become impatient. They want things to be quick. Service
providers all over the world are aiming to make things fast. “The faster, the
better’ has become the motto of today. The same is expected of your e-
commerce website. A fast loading, functional ecommerce site means your
customers are more likely to stay on your site and click around. They will only
browse your products if they appear within reasonable time and reasonable
time, nowadays, means amazingly fast. It is possible to decrease the page
load time with the help of some tips and tricks.

12. 6. Send Emailers
Timely emails are extremely important. Order receipt, payment confirmation,
shipping confirmation, warnings about any order changes, post-sale thank
you / ‘how was it for you?’ emails. Make it personal. Reassure your
customers.

13. 7. Make it easy for customers to get in touch
Customers may have a query that isn’t covered by the information available
on the site. Customers may want to call customer service departments, so
make sure you provide them with a number. Also provide them with an email
alternative. Many-a-times, customers have to wait 2-3 days before their
emails are answered. This is not good enough, especially during the festive
season when customers need to know when their goods are arriving. Also
offer live chat on your website which is getting popular among the customers
these days.

14. 8. Meet expectations
Mistakes are bound to happen, but it is important to deal with them well and
exceed customers’ expectations. For example, if you fail to deliver an item,
then don’t just apologize for the error, but offer the item discounted or free
of charge.

15. 10. Be cool about returns.
Display your returns policy prominently. Consider allowing customers to
return goods offline, even if they bought them online. Pay postage costs.
Nobody likes having to return goods, but if you reduce the headache factor it
will help encourage further purchases.

16. 9. Make your interface sexier
A presentable and good looking website will obviously be more attractive to
the customers. After all, “Jo dikhta hai, wahi bikta hai.”

18. 10. Include videos
Using videos on your e-commerce store has become must today or you will
be missing out on your sales. Videos are the next best thing to touching or
feeling a product, and what’s more they help you talk about the benefits of
using a particular product. Integrating product videos can give you the much
required edge to improve user engagement as well as conversion.

19. 11. Make your website mobile friendly
An essential investment these days, with the large number of online shoppers
who use their phone to make purchases, is optimizing your e-commerce
website for mobile devices.

20. 12. Ratings and reviews benefit business
It is essential for every e-commerce websites to encourage reviews because
more and more customers rely on the opinions and experiences of other
shoppers when making their purchasing decisions. Ratings and reviews have
the power to reach a larger audience and be more influential (and less
expensive at the same time) than conventional marketing methods.

21. 13. Keep inventory up to date to avoid back orders
It is in everyone’s best interest to keep your inventory up to date. In the
unfortunate event that a customer orders something that you no longer have
in stock, the customer loses because you have their money and they don’t
have the item they ordered. Your company loses because that customer will
inevitably become annoyed and make sure everyone who follows them on
Twitter and Facebook knows that your company took their money. Things
might not get that bad, but at the very least, they’ll be much less likely to buy
from you in the future. You can avoid this kind of headache by making sure
you have an effective inventory management system in place. A good
inventory management tool will help you maintain accurate inventory levels
and avoid these unpleasant stock-out situations.

22. 14. Detailed product information and images
Great product description is not just about the kind of information that you
offer, but also the way you offer that information. It must be complete,
interesting and engaging. Having detailed descriptions and is very essential
for your online store. Also, images of your products are equally important.
High resolution product images that showcase the products in all their glory
are an absolute must. Shoppers want to know what they are getting, so give
them what they want. Zoomable product images taken from different angles
are also a great conversion booster. Customers are not going to buy a product
they know barely about or have barely seen. It is very important to include as
much detail as possible about each product. The more the customer knows,
the more likely it is he will proceed with the purchase of items from your site.

23. 15. Less distractions
There are plenty of ecommerce sites where there are product ads on the
checkout page or links to the company’s blog or something else. Shoppers
don’t like to be distracted and might abandon the cart if they find certain
elements interfering with their shopping experience. So, in your website’s
checkout process, only offer the order information and nothing else.

25. 16. Impressive start page
Apart from logo, customers get the first impression from the start page. It’s
really advisable that you place the most popular products of your store here.
This will give people a signal that they can find really popular goods here.
Another strategy you can choose for the start page is putting top-class
products on it. This will create an image of a really serious store dealing with
major brands and high quality products.

26. 17. Trustmarks
Trustmarks are small images or symbols that show a security guarantee by an
external party (like McAfee) demonstrating that it is safe to shop on the site.
These accreditation certificates give customers a sense of security confidence
in inputting their private information. Visitors would be more inclined to
make a purchase if they know that their payment specifics are safe. Apart
from trustmarks, a clear design, convenient menus, detailed product
descriptions and user reviews are also important for creating better online
reputation. Just be aware that trust plays an important role in a customer’s
willingness to part with their money.

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