Making customers happy is the engine of any successful e-commerce store, creating demand and sustainable business growth. It includes elements such as the extent to which a business appropriately addresses and satisfies the consumers' wants regarding ease of website navigation or face-to-face conversation.
Although price and variety are two critical concerns, it is the customer experience that counts. Would you believe it if we told you that approximately three-quarters of consumers actively pay attention to customer experience?
Furthermore, studies have also shown that marketing leaders' self-generated evidence shows that 81% of their organisations use customer experience as their central competitive point in the market.
Let us discuss customer satisfaction in e-commerce and its importance more.
Why Customer Satisfaction Is Important?
Builds Customer Loyalty
Customer loyalty is not merely a matter of repurchasing; it is confidence built around a brand that will meet customers’ expectations the next time around. In e-commerce, a loyal customer may be regarded as the most valuable asset since the cost of attracting new customers always proves much higher, given that it may cost e-businesses up to 5-10 times more than the cost of holding onto existing customers.
Increases Customer Lifetime Value (CLV)
Customer Lifetime Value is the revenue a given customer generates during their entire interaction with your brand. Satisfied customers also show more loyalty and spend considerably more, on average, thus improving sales revenue.
Improves Repeat Purchases
Satisfied customers are always able to return for more of your products. Whether a familiar electronics brand or a reliable, fast-moving consumer goods product, repeat consumers are suitable for revenue and steady business growth.
Boosts Customer Acquisition
The desired customer experience persuades the customers to recommend the product to others. In the Indian context, especially where word-of-mouth plays an influential role, satisfied customers become sales promoters who tender new consumers without much effort. Customer referrals also contribute to reducing customer acquisition costs.
More Social Proof
Satisfied customers leave positive feedback and ratings. Customers are the key to an overall company rating. These are social proofs since they make potential buyers think about your product's quality and service provision guarantees.
How To Measure Customer Satisfaction?
Customer Satisfaction Score (CSAT)
It just requires you to ask customers to rate their satisfaction on a scale—simple but powerful. Thus, "Did you find the recent product you bought very satisfactory?" The ratings can be shortened to one digit. For instance, it can range from 1 to 10 or 1 to 5.
Customer Effort Score (CES)
Also, find out how easy it was for your customers to interact with the brand, for instance, when complaining or when shopping. Traders, suppliers, wholesalers, or manufacturers should also avoid reducing the drive for more satisfaction.
Net Promoter Score (NPS)
Can you ask customers how willing they are to recommend your business, up to a 10? Scores between 9 and 10 are classified as promoters, and scores below 6 are classified as detractors.
Ways to Measure Customer Satisfaction
Looking for ways to measure customer satisfaction? Try these methods to know how satisfied your customers are with your e-commerce business.
- • Email Surveys : Use post-purchase or feedback emails with just a few questions to maintain an understanding of the customers' satisfaction level.
- • In-App Surveys : Conduct pop-up surveys within your app to help you get feedback instantly.
- • Chatbots : should integrate tools to automate real-time input to improve customer interaction quality.
- • Social Media : Follow the brand, product, or service tag on the forum to recognise the comments, mentions, and DMs to measure the customer's attitude towards the brand.
- • SMS : One such type is an SMS survey, which can be very efficient because SMS is still prevalent in India.
- • Post-Purchase Surveys : It is best to collect feedback right after purchase so that more of a fresh opinion can be gathered.
Build Customer Surveys With A Simple Drag-And-Drop Builder
How to Improve Customer Satisfaction?
1. Personalise Recommendations
Develop strategies based on customer data, like sites visited and products viewed or purchased before. For example, giving customers personalised recommendations or combinations such as cross-selling and upselling simplifies the shopping experience.
When a customer receives specific recommendations, they feel that your e-commerce business acknowledges their value. As a result, they are more likely to buy from your business.
It has been revealed that companies that deploy personalisation techniques can increase sales and this makes the approach critical to enhancing satisfaction and retention.
Pro Tip
Use a customer data platform like TechMonk to bring together customer data from multiple sources. Its precise segmentation tools help you better understand customer behaviour and personalise the customer experience.
2. AI Customer Service
You can utilise visible and Gen AI bot assistants to provide real-time answers to clients' inquiries at any point in the day. Such tools can respond to frequently asked questions, update the customers on the order, and lead them through a process, improving the experience. Automating generic questions and concerns allows your team to handle rare cases that a chatbot cannot handle.
Studies also show that 67% of consumers would instead resolve their issues through self-service – like chatbots — which makes AI a valuable commodity in customer service.
Pro Tip
With one of the best AI tools for e-commerce like Techmonk, you can ensure uninterrupted customer support through a Gen AI bot that assists your customers with product discovery, order placement, and more.
50% Increase In CSAT Scrores With TechMonk’s AI Customer Service
Know More3. Gather, Analyse, and Act on Feedback
Send surveys, customer reviews, and emails to customers after they complete a purchase to get them information about how they feel about the products. Apply this data to measure where service or product experiences that has room for improvement and make changes to services or products that can generate better results.
For instance, when customers highlight the delays in the shipping services, you can improve it to build customer satisfaction. Word of mouth and customer feedback lead to an 89% boost in customer retention among firms that integrate the two strategies.
Pro Tip
It is essential to ask your customers the right set of questions at different points in their journey. So, you need a simple survey builder like Techmonk offers to ensure your surveys reflect your brand’s image.
4. Loyalty Programs to Reward Customers
When customers shop from your company, you can reward them with bonus points, discounts, or first pick when a sale is on. But why should you do that? Rewards and incentives make customers feel valued and improve customer satisfaction.
Loyalty programs reward customers based on their engagement with your e-commerce business. These programs appeal to customers to purchase your products frequently and make them feel valued.
For instance, using birthday coupons and discounts on your business's anniversary shows customers the value of their relationship with your company. The studies reveal that the value of customers participating in a loyalty program is generally higher than that of regular customers, so it is an ideal tool to increase satisfaction and revenue.
Pro Tip
E-commerce businesses need a simple tool to build loyalty programs that make them stand out. You can use a simple tool like TechMonk to build tiered loyalty programs and assign the right points to the right tiers.
5. Promote Customer Reviews
Although you are expected to ask your customers to write about their experiences on your website, make sure you also recommend happy customers post on Google My Business or any social platform. These social proofs help convince a potential buyer to trust a particular brand. Ensure the review is simple and offer people something in return for completing the feedback, for instance, a minor discount.
This demonstrates that while consumers are potential buyers of the products, 93% of them check reviews before purchasing.
Pro Tip
E-commerce businesses should remind customers to give valuable feedback on their products. You can use a tool like TechMonk to send reminders at the right time.
6. Engage with Customers
Engaging with customers involves replying to customer reviews, comments, and inquiries on all sites you present to show them their feedback is essential. The interaction with customers is a valuable tool since it develops communication between the two parties, making the customers happier.
Pro Tip
It is essential for you to offer your customers omnichannel customer engagement. A tool like TechMonk helps you to reach your customers wherever they are.
7. Make Important Purchase Information Available
Your purchase information should be equally conspicuous, with ideal details on prices, delivery terms, returns policies, and warranties displayed clearly on your website. Offering this information helps customers avoid confusion and get annoyed when buying. For instance, the FAQ section of a company's website or elaborate descriptions of every product may clear many doubts as a first step.
TechMonk: A Simple Tool For E-Commerce To Build Customer Satisfaction
TechMonk is a comprehensive tool for e-commerce that eliminates the need for multiple tools. It integrates with your existing platforms to gather customer data in its e-commerce CDP. This helps TechMonk to build customer intelligence and personalise customer experiences.
- • Customer Segmentation : TechMonk empowers your e-commerce businesses to perform behavioural segmentation on customers with its RFM analysis tool. This helps your e-commerce business to approach customers with e-commerce customer retention strategies.
- • Omnichannel Communication : Reach out to and engage with your customers on any communication channel they like, offering them personalised recommendations and offers with TechMonk.
- • AI-Powered Campaigns : TechMonk lets your e-commerce business to launch personalised marketing channels to engage your existing and dropped-off customers powered by AI.
Now, let us discuss how to build and launch surveys with TechMonk.
- Launch Surveys from the sidebar of TechMonk and select the Create New Survey button at the top of the screen.
- Now, you can see TechMonk’s survey builder. Fill in the fields to customise the survey to meet your unique needs.
- You can drag and drop the elements from the left side to the Drop Block field.
- To add a new page, select the Add Page button.
- Click on Preview to get a preview of your survey.
- Select the Survey Settings option from the top of the screen to customise the survey appearance.
- Finally, select the Save button from the top of the screen to save the survey.
Conclusion
Satisfaction in the e-commerce environment is not only a KPI but a key to the constant and fruitful development of the business. Specifically, the active use of contemporary technologies and a focus on introducing an individual approach, efficient work with a client, and constant communication with a customer are perspectives for modern business because they help strengthen the customer's loyalty, increase lifetime value, and gain advantages over competitors.
Whether this is done through detailed surveys of customers or through proactive processes, the main aim is to listen, respond, and provide. In the exciting and fast-changing context of e-commerce in India, providing and caring about customers are more than just best practices; they are imperative for survival.
