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The world of eCommerce is complex and constantly changing as the modern-day consumer has more and more demands they want to be met. However one of their biggest demands is regarding seamless and efficient customer experience. Knowing how to improve customer experience, across mobile platforms especially, is vital to achieving success in the eCommerce marketplace.
Omnichannel shopping has been a driving force in online and in-store shopping experiences for years now and mobile eCommerce UX is now more important than ever before. Currently, 71% of in-store shoppers using smartphones to research their in-store purchase and smartphones now influence more than 28% of all US retails sales, finding how to improve mobile user experience can have many positive effects on your company conversion rate.
People are engaging with brands across more channels than has ever previously been possible and with so many possible points of communication and customer services operating simultaneously, managing them effectively is becoming an increasingly difficult task.
As customers are shifting to a mobile mindset, companies need to focus on mobile users by providing easy and immediate access to mobile content that enhances their customer experience. Companies need to capture customers in mobile moments because it is a sector that is only set to grow. In regards to the mobile marketing statistics 2020, there were just over 5 million total mobile phone users worldwide last year.
However, where this becomes relevant is when we look at what percentage of eCommerce is mobile? In 2019, mobile retail made up 44% of all eCommerce sales with this number expected to rise past 50% by the end of next year alone. This is why having a great mobile app customer experience is so important as mobile will soon account for over half of all eCommerce sales.
One effective and increasingly common method brands are now doing is to involve mobile application development into their strategic process. These apps can let you shop online, make purchases, schedule deliveries, and seek customer support. All of this can help drive conversions, but it will also allow you to connect with customers regardless of their device or location.
However, the process of using your app should be as smooth as your desktop website. If there is a disconnect between your app and your website, users are likely to get frustrated and lose trust in your overall brand mentality.
Offering a comprehensive user experience for all your customers, irrespective of their preferred channel should be a main priority for your company’s eCommerce strategy.
Essentially, there are several key factors you will need to consider when looking to build an effective mobile strategy that offers impeccable customer experience:
So it might be worth taking a look at some companies who have nailed their mobile CX to find some inspiration into how you can best help your consumers interact with your brand. Let’s see who’s utilized mobile effectively:
In some of the aforementioned examples, we’ve seen the rise of omnichannel synchronization, augmented reality implementation and voice-ordering capabilities. It should be expected that in the coming years we will see more and more companies implement these factors to their eCommerce platforms.
As well as this, it seems probable that machine learning will be utilized to increase conversions in the future. Bookmarked products and wish list data can be analyzed, enabling retailers to create discounts, sales and personalized promotions all through their mobile platform. This can also be used in regards to predictive modeling as companies will be able to see which users are at risk of deleting the app and set about tactics to retain them.
Essentially, with companies looking to offer better overall customer experience, it will see brands look to become much more proactive than reactive in regards to eCommerce. With the pace with which this eCommerce world can change, looking to offer customers great mobile experiences is a surefire way to see your business grow.
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