Consumer experience in e-commerce: how to delight your customers

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Make navigation easier
Take care of your service with care
Offer benefits
Simplify checkout
Make exchanges and returns easy
Provide pick-up points
After-sales attention
Conclusion
Digital commerce in Brazil has been growing year after year. In 2019, e-commerce grew by 16.3% , representing a revenue of R$61.9 billion. There is no doubt that the market is promising. But, among so many online stores, how can you stand out?

There are many ways and one of them is to focus on the line database experience in your e-commerce. Therefore, below, we will look at some tips so that you, who already sell or are thinking about how to sell online , can offer a browsing and purchasing experience that positively impacts your website visitors. Let's go!

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Make navigation easier
You've probably visited a website that didn't load properly or where you couldn't find the information you needed. Can you imagine if that website was your online store?

Visitors tend to be impatient if they don’t find a simple and intuitive website. They won’t hesitate to search for what they want on your competitor ’s website if your store is confusing. So, to improve the consumer experience, make navigation easy.

To do this, when creating an online store , always keep in mind that a user should reach your product pages with a maximum of three clicks from the home page . Therefore, when registering the articles and their categories, avoid creating too many branches from these pages.

On the other hand, to ensure that your pages load properly, do not register too many products on the home page or at a single address. This will help reduce the time it takes for your online store to load all the images and information.

Furthermore, this action makes browsing easier on mobile devices. Many e-commerce platforms have their systems optimized so that stores are mobile-responsive, but you can further contribute to the experience of consumers who use their smartphones when shopping online.

According to the NuvemCommerce 2019-20 report , 65% of purchases in stores that use the Nuvemshop platform were made via mobile phone. In this scenario, making it easier for these customers to navigate is a good idea to improve the consumer experience.

Take care of your service with care
Another aspect that deserves a lot of attention when we talk about customer experience in an online store is customer service . This is because visitors to your e-commerce may have questions before purchasing or, customers may need to resolve some type of problem after a purchase.

In this context, always try to be friendly, helpful and genuinely try to help those who contact your team. This type of attitude can positively impact the consumer's perception of your e-commerce.

To make it easier for visitors to communicate with you, provide all the details regarding your customer service on your website : channels (email, social media, chat , etc.), times and response times. This way, users will know exactly where and when to contact your brand.

Offer benefits
Another point that usually arouses positive feelings in website visitors is the benefits offered. There are several options that you can consider in your marketing plan , depending on the profile of your customers and the possibilities of your business: