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magento & ecommerce

Delivering Outstanding Customer Experience With Magento

Any modern-day, successful e-commerce campaign isn’t complete without an exceptional customer experience. In the sea of online stores, there’s no reason to expect a customer to choose a platform that lacks compelling offers or doesn’t meet their needs. And this goes beyond services and products. It touches the customer journey from start to finish.

Good e-commerce needs to drive customer loyalty and increase retention rate. Luckily, Magento can help you do all that and more. Numerous personalization options let you fully customize your user experience, and also the overall look of your store.

In this article, we share actionable tips on how you can deliver an outstanding customer experience with Magento regardless of the size of your store. Without further ado, let’s dive right in with the first tip.

1. Get the Design Right

It’s essential to design your online store according to your ideal customer’s expectations and needs. You want to make sure the most important pages on the website reflect your values and brand image. It should be clear to the visitor (and potential customer) why your offer is different from that of your competitor.

Before doing all the technical work, you need to identify the features and qualities that set your brand apart and make sure your e-commerce design reflects that. For starters, you can pick a pre-made theme or make a customized one using Magento Theme Development.

Most customer journeys start with a home page, so this is the part you want to focus heavily on in the beginning. Attention to detail is crucial when it comes to home page design. The content and images need to be appealing to the customer and make them want to proceed with the journey until they reach the checkout page.

It’s easy to get lost in the content and put too many things out there. Only add relevant elements to your e-commerce website and avoid cluttering your online space.

2. Make Checkout a Breeze

Checkout is one of the most important elements of a successful customer experience. In essence, checkout needs to be simple and fast. Many e-commerce stores have a rather complicated checkout process where the user is taken from one page to another in a vicious cycle where they can only hit the “Purchase” button five minutes later. Unless the customer absolutely needs that product, they’re likely to give up on the second page.

The new Magento version comes with plenty of extensions to help you create a smoother checkout experience for your customers. The One Step Checkout feature lets you set up a responsive, one-step checkout page for a more simplified customer experience.

You can also set up features like guest checkout, no billing address, two-step order form, and more. With Magento extensions, the platform will collect order data from your customers and help them complete their purchases faster, resulting in a win-win situation for everyone.

3. Optimize the Navigation

Straightforward navigation and search experience throughout the website is crucial in reducing customer churn and customer support strain, but also in easing upselling and cross-selling of products. That’s why your search and navigation functionality need to be in top shape.

Fortunately, Magento lets you organize these features with a robust search engine called Elasticsearch. This search engine can store large amounts of queries in a smart way. The system caches queries for each result set, so the search process runs much smoother for the customer whenever they return to the website for the same search.

Additionally, you can use numerous extensions to boost your customization strategy, offer product recommendations based on the customer’s search history, etc. You can set up redirects for obvious terms and their matching result. For example, when a customer searches for “Jeans,” they can be redirected straight to your Jeans landing page that you can curate with best-selling products first.

4. Simplify Order Fulfillment

Simplify Order Fulfillment

Order fulfillment is another important aspect of an e-commerce customer experience. Thankfully, Magento offers options to optimize this part as well. Typically, an order fulfillment process consists of inventory management, receiving goods from suppliers, processing e-store orders, shipping to the customer, and return management.

You can create a modern order fulfillment process for your e-commerce using Magento’s powerful features to streamline order management functions, as well as omnichannel fulfillment. You can combine multiple databases to get a single customer order and product inventory view. This way, you increase your order management’s efficiency.

Also, where shipping and delivery are concerned, you can apply estimated delivery dates with the Magento 2 Delivery Date feature. This allows the customer to choose the date and time for the delivery, but you can exclude holidays or particular weekdays as you wish. You can also set different time slots for the delivery for added flexibility. As a result, this feature will add to the overall convenience because the customer feels they’re in control of the delivery, which will also increase customer trust.

5. Use Social Media Extensions

Online selling of just about any product or service is incomplete without a well-thought-out and organized social media strategy. Magento lets you step beyond conventional selling methods and optimize your e-commerce for social media selling. After all, social media is a great place to empower your customers with loyalty programs and a better customer experience.

Magento 2 has special tools for promoting on social media that allow integrations with various platforms, but you can also count on numerous extensions available in the Extension Marketplace. For example, you can get an add-on that lets you connect your store to your Facebook page so you can sell on this platform through ads. The same goes for LinkedIn, Twitter, Pinterest, WhatsApp, and Instagram.

6. Offer Dynamic Pricing

Dynamic pricing features offered by Magento let you enhance your customer experience by showing different prices for different customers. This approach can be especially handy if you work in a B2B model.

Some benefits of dynamic pricing are shown below.

  • Boosts sales. Even though most people think of dynamic pricing as a way to increase prices, it can also be used to lower them for clients with a smaller budget. When your products are affordable for more people, it leads to increased sales.
  • Maximized profit. This strategy lets you adjust product prices based on your potential customer’s shopping patterns, especially if the competitors sell the same product at a higher price than you. For example, if you sell a notebook for $3.50 while your competitor does so for $5.00, you can use dynamic pricing to offer the customer the notebook for $3.90. You’ll maximize your profits, and the customer will have the perception that they saved money.
  • Allows for price adjustments. Dynamic payment allows you to adjust the cost of your products to reflect the demand.

7. Enhance Customer Support

Enhance Customer Support

Customer support is a crucial part of a successful customer experience in any selling situation. You want to make sure your customer support is in order and ready to help the customer when they run into an issue or need clarification while shopping on your website.

Magento has plenty of tools to boost customer support. For example, you can create a knowledge base where you’ll upload articles that answer potential customer questions. This ultimately reduces your support team’s workload. To create a stunning knowledge base, it’s best to answer frequently asked questions (FAQ) about your products in advance.

This also means creating an accurate and comprehensive product description and characteristics section on the product page. You can go a step further and add videos or images to show potential customers how the item they’re about to purchase looks or is used in real life.

You can set up an online chat to help your customers receive the answers they need in real time. There’s also a contact form extension you can place on your website to become even more accessible. Use Magento to create a helpdesk where you can simultaneously process a larger number of customer requests. A helpdesk is a great way to measure your support team’s KPIs (key performance indicators) if this is something you’re after.

Finally, make sure your contact support is always visible on the website, regardless of the page the customer is on. This will allow the shopper to contact you easily should they need help. If the client has to look for information longer than their attention span allows, they’re likely to abandon the purchase and look elsewhere.

Ready to Drive Up Your Customer Experience?

Magneto is a truly miraculous platform when it comes to running and customizing e-commerce stores. Whether you want to manage your order fulfillment or optimize the navigation or checkout process, you can do so with numerous extensions. You can trust Magento for creating a perfect shopping experience for your customer, and this article has showed you how and why to do so.

If you’re new to the Magento platform and don’t feel confident about managing advanced customization features, you can always hire a Magento developer to help you out. The important thing is to bring essential customer experience boosters to your store and do so efficiently.

By interactivated • on June 15, 2022

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