With the holiday season upon us, preparations are already starting quickly in e-commerce land. And good preparation is half the battle, because you want your customers to have a good experience. But what do consumers consider most important when shopping online? According to research, one of them is a smooth and personalized shopping experience.
Shopping Behavior Before the Holidays
In a study by Zendesk on the shopping behavior of European consumers before the holidays, more than half of the (Dutch) respondents indicated that they find a personalized shopping experience important when they make an online purchase. This is partly due to the boost that the pandemic has given e-commerce. Consumers now expect almost 20% of brands to know more about them than before the pandemic. Therefore, they also expect a personalized experience tailored to them at every stage of the buying process.
And that is exactly what retailers need to offer, which is why it is important to invest in a good digital relationship with the customer. A lot of shopping for the holidays is going to be done online this year, so all communication channels need to be up and running. For example, offer support to shopping customers with online advice. Or use customer trends and insights from your customers to ease this stressful period. This way you build strong customer relationships that can also lead to better recommendations and upselling.
Multichannel Customer Experience
By offering service on different channels, you can give customers a personalized experience. Live chat channels such as web chat and WhatsApp ensure that questions are answered quickly and it also provides an opportunity for upselling. Do you also want to make a party of your customer experience? Contact us here and we will help you.