Home Business Insights & Advice Customer experience: Best practices for eCommerce

Customer experience: Best practices for eCommerce

by Sarah Dunsby
10th Oct 22 3:21 pm

The pandemic led to a rise in online business – which is truly quite remarkable. Sadly, thriving in eCommerce requires more than just having a web presence. For a business to function well overall, knowing what customers think about their experience is crucial.

Therefore, we all need the proper guidelines to create and implement an improved CX strategy.

Once upon a time, all that counted was a store’s sales staff’s professionalism, friendliness, and familiarity with the preferences of their customer base. The challenges of conducting business online might look more difficult, but the fundamental knitting pattern for happy customers remains the same.

You can’t place items randomly on store shelves anymore or add them onto a site without giving them proper attention. We’re in an era where such seemingly insignificant elements like the shipping label must go hand in hand with the latest tech trends to improve the all-around experience. While this is common knowledge among online company owners, very few really use it.

This kind of carelessness is having an impact on the highly competitive industry of today. Since the pandemic’s spread and the numerous lockdowns that followed, there are now more eCommerce businesses than ever actively fighting for customers – which makes it necessary to consider each of the key aspects that can affect the growth and competitiveness of an online store.

The unknown customer

18% of retailers evaluate customer experience, compared to 26% for the retail benchmark, according to the Global Customer Experience Benchmarking Report from IT service provider NTT.

34% of merchants collect data and evaluate it against objectives. The average is somewhat about 50%. For this reason, evaluating customer experience and then implementing proper strategy can give you a competitive advantage in your industry.

Strategic approach

In contrast, it’s a huge advantage in 2022 to draw clients by investigating their wants on digital platforms. eCommerce experts have stated that retailers need to speed up their transition to digital.

To implement a customer experience strategy effectively, they usually lack the necessary resources, including manpower and money.

However, this issue is not brand-new: These same experts claim that during the past ten years, “consumers have been lured to eCommerce suppliers via their preferred digital channels.” The others were abandoned.

By concentrating their efforts on providing a better purchasing experience and a more seamless customer service process, online merchants may alter this in 2023. So, here are 8 suggestions to help you improve the customer experience on your site.

The best practices for your eCommerce

  1. There is no way to let it “run. You must continually monitor customer behavior when conducting internet business and adapt your approach as necessary.  Investigate your consumers’ habits and gather information about them. Stores typically have an inaccurate perception of the behaviors of their consumers. IT systems provide data collection, analysis, and consumer behavior forecasting. To effectively serve their online consumers, retailers need access to data that can reveal meaningful insights.
  2. Use modern technologies. Online businesses should regularly include new, widely used technology to enhance performance. For instance, you should constantly prioritise the demands of internet customers. The adoption of safe and user-friendly payment options is one instance. On the other hand, web retailers must place a high priority on speed and error-free mobile access.
  3. Examining why clients are unsatisfied. By examining data patterns like the frequency with which particular interactions or transactions are lost, data analysis may also be utilised to understand the underlying causes of consumer complaints.
  4. Create a valuable concept. The data as a whole emphasises the need for more in-depth and worthwhile experiences outside the store that lives up to the expectations of the business’s online clients.
  5. Make it private. Personalising every interaction with the company is crucial for ensuring customer success.
  6. Share your knowledge and suggestions with other businesses. Numerous retailers are drawn to the idea of omnichannel. Relationships across channels and the cooperative creation of client journeys are essential for further enhancing the customer experience.
  7. Don’t be scared of Chatbots. Thanks to automation, tasks can be completed more quickly and with higher quality. Information technology professionals advocate deploying a chatbot or another AI-powered bot that can understand natural language as the initial point of customer interaction.
  8. Well-laid-out plan of action. The availability of data and the documentation of an effective plan for improving the online customer experience are crucial for a company’s capacity to succeed in the CX market. This cannot occur unless tactics are continuously reviewed and improved. Understanding how clients behave is essential to provide them with a positive experience.


Customers all like to be at the centre of the company’s operations, while businesses try to do their best to ensure all is truly on their own terms. That’s why it’s critical to find the key to the perfect customer experience.

If you apply these 8 tricks, you’ll see that customer experiences in your eCommerce can take on a different face. But it’s up to you to decide how and to whom you want to target your business – with or without these effective tricks.

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