Canadian customers are sophisticated shoppers who have come to expect a certain standard when shopping online. UnivDatos Market Insights projects that the global subscription e-commerce market will reach USD $478.2 billion by 2025, up from $15 billion in 2019.According to BusinessWire.com, there were 27 million e-commerce users in Canada in 2021. This is equal to 72 percent of the Canadian population.
With customer expectations reaching an all-time high, you can expect the downstream effects to have a big impact on your entire supply chain. Here are 5 tips to help you meet customer expectations and deliver an optimal experience:
Ease of Purchase – make it very easy for your customers to purchase your products. Customers have options – and a lot of them. You want to minimize the steps your customers have to take to make their purchases. Make sure you are using the latest e-commerce technology and that your website is responsive. Customers need to have the same flawless shopping experience when using a phone or tablet as they do on a computer. This will help minimize abandoned shopping carts, encourage repeat business, and avoid losing your customers to competitors.
Order Visibility – once the order is placed, the customer should get a play-by-play on where their order is each step of the way. This changes the conversation from reactive to proactive and ensures customer satisfaction. Establish clear delivery expectations on transit time and continually update for real-time visibility. A clear line of sight for your customer will build trust and improve their overall experience.
Accessible and responsive customer service – having accessible and responsive customer service representatives takes away the additional burden and risk associated with online shopping. When a customer needs help, they are looking for immediate answers. There are few things more frustrating than spending countless minutes navigating a complex automated phone system or spending 20 minutes on hold before speaking with a live agent.