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Ecommerce is on the rise. In the not-too-distant future, worldwide ecommerce sales are expected to reach $4.5 trillion.

As this business model continues to dominate the marketplace, online stores are striving to increase customer loyalty by offering excellent ecommerce customer experience.

A seamless ecommerce customer experience on your site allows customers to have a positive relationship with your brand, making it easy for them to find the information they’re looking for and make the purchase they want on the device that’s most convenient to them.

Here are some ways to provide a great customer experience with your growing business:

Offer quality content regularly

Ecommerce customers have different needs than brick and mortar ones. They are often primed with research and information collected from social media, blogs, and websites.

Therefore, it’s important that the content you’re posting elevates your brand’s reputation and improves your customers’ relationship with it:

  • Know your visitors. Make sure that you understand the needs of your website’s visitors by collecting data on keyword searches and the posts that have the highest traffic. Continue evolving your blog with posts that can answer the questions of your shoppers.
  • Publish regularly. Readers who follow your blogs need to be able to rely on regularity. By keeping a consistent posting schedule, you show professionalism and respect for your reader.

Use tools that help you personalize

Your ecommerce clients leave a virtual footprint when they sign up for a newsletter, make purchases, leave comments on your site and other forms of engagement with your online business.

A CRM tool can help you track relevant customer data so that you can send more personalized and targeted marketing messages to your consumers.

A woman looking at her phone shows how important the ecommerce customer experience is

Use a variety of messaging platforms

Just as businesses have moved from brick and mortar to ecommerce platforms like Selz, marketing has moved from mailed advertisements and coupons to virtual offers via platforms such as email, social media, and text. Each platform has its own features and ideal scenarios:

  • Email is great for a longer newsletter introducing a new product or updating a client about their points or membership status.
  • Social media is perfect for sending images and videos of products and engaging customers in contests.
  • Text is perfect for advertising last-minute sales, keeping them up to date on shipping status or zipping off a quick reminder of items still left in their cart.

Optimize your ecommerce website

Shoppers need to be able to access your site seamlessly across all devices. That means that your ecommerce customer experience should be optimized for a wide variety of desktop, laptop, tablet, and mobile devices.

Today’s customer might do an initial search on desktop and then switch to mobile to make the purchase or vice versa.

If the mobile experience is clumsy, slow-loading and difficult to navigate, count on losing that customer to a competitor with a mobile-friendly site.

An ideal mobile experience:

  • Loads quickly – No heavy images.
  • Is shortened for the mobile screen – No endless scrolling to read text that was meant for a desktop.
  • Provides forms that have the mobile user in mind – Simplified checkout and sign-up forms that allow autofill.
friends shopping shows the great customer experience when shopping online with Selz ecommerce to grow your business

Enable self-service

Today’s consumer prefers finding the answers themselves to asking a customer service representative. In fact, 40 percent of consumers say they prefer self-service to customer service. This is ideal for companies as well, as it cuts down on customer service costs and empowers the customer to make informed decisions. In order to provide customers with the ability to help themselves:

  • Offer a well-developed FAQs page that is built from real customer questions and foresees potential problems when new products are released.
  • Provide how-to videos. Sometimes people need to see an image in order to understand instructions so videos that show the steps clearly can provide solutions customers are looking for.
  • Make sure your search field yields results customers can actually use. 63 percent of customers say they are annoyed with search fields in self-service portals.

Streamline your checkout

It’s important for customers to be able to get from search to purchase quickly and easily. Requiring them to fill out long forms, especially on a mobile device, will result in frustration and possibly cart abandonment.

Make it easy to see how to “Add to Cart” for all products and make sure the “Checkout” or “Pay Now” button is prominent.

Cart contents should be clearly displayed so that customers can easily review their purchases. Shipping options should be shown in a separate column that makes it easy for the customer to choose.

Selz enable add to cart is just one way that Selz makes ecommerce easy to use, sign up for a free Selz trial today!

Offer a variety of payment options

It’s not all about Visa and Mastercard anymore. These days there are so many ways for ecommerce customers to pay so if you’re limiting them with payment options, you’re alienating some clients who prefer to have more options.

In fact, 56% of consumers say they expect to be offered different payment options on ecommerce sites.

Paypal, mobile pay, e-wallets, prepaid cards, money transfers and even virtual currencies like Bitcoin are all ways to offer variety to your customers so they can pay in exactly the manner that suits them best. By providing them with choice, you’re showing them you care about their convenience and their business.

Offer a multi-channel ecommerce customer experience

Consumers are used to being offered choice and customer service is no exception. Engaging customers through a variety of channels can enhance your ability to provide excellent customer service:

Live chat

Live chat is an important customer service channel that can increase conversions and improve a customer’s experience with your brand. Selz customer service is available 24 hours a day, 7 days a week, and live chat with people who understand the details of our platform is a huge help to our customers.

Social media

Social media can enhance your customer relationship but it’s important to respond in a timely manner: 42% of consumers expect a response within an hour.


Text doesn’t tie consumers to a computer or a phone line to solve their problem. They can just send off a message and go about their day while waiting for a response. 44% of consumers say they prefer text to other forms of customer service because it’s less time-consuming.

Growing businesses that engage customers with quality content, personalized marketing, a variety of messaging platforms, a thoughtful self-service and a variety of payment options can expect rave reviews about an excellent ecommerce customer experience.

About the author

Tracy Blanchard

Tracy Blanchard is the freelance writer, content researcher and business blogger. She is mostly interested in business productivity hacks, customer experience innovations and the ways businesses get the most out of those tactics. Tracy is also serious about yoga that she's been practicing for years.


  1. Bryce Patterson

    Great to hear you found this piece helpful! Best of luck, and definitely check back.

  2. JT Long

    Tough to master, but I think you really have made a good point on text and I’ll definitely givce it a shot moving forward!

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