A second order, it is nice if the information is already ready (unless the order is placed as a guest without an account) and there are a few more clicks to complete the order. Amazon even offers 1-click orders with which you can place your order in 2 seconds: click once on mobile and then swipe to confirm. Ideal! so terrible when you have filled your shopping basket wonderfully, and can start again after logging in? That is my personal annoyance when it comes to web shops. You will probably also have specific annoyances that come up several times.
Therefore, try to empathize with your (potential) customers. Sit down with your employees and go through the buyer journey on the website. What do you like and what is you phone number list are the packet missing? But don't forget the feedback from the customer himself. Sending out an email once in a while with a short survey a la “how was your shopping experience?” can provide many insights. 2. Put service at the top We are getting smarter when it comes to finding information and solutions on the internet. On the other hand, we as a customer also expect more from service: convenience. We want to get answers to our questions as quickly as possible. Especially for web shops, a webpage with frequently asked questions is indispensable.
What is the delivery time? What is the return policy? Simple questions where the answers outline a lot of clarity for the customer. It is almost self-evident for customers that this information is immediately available, without having to contact them for the answer. For other questions, help, problems or complaints, there is customer service. Until a few years ago, it was fairly normal for a company to maintain a 48-hour standard for responding to emails and messages. Nowadays, as a customer, we really have different expectations: depending on the situation, after waiting all day, not getting an answer is really too long. Do you use different channels for customer service.