Are Your Online Customers Leaving You? Don’t Let Them Go!

Are you concerned about the increased shopping cart abandonment rate on your website? Are your online customers really leaving you? Many online entrepreneurs are facing this dilemma and are apprehensive about this situation. “Can I eliminate or reduce shopping cart abandonment rate on my website?” is a common question asked by the online businesses. Letting your customers browse away without making any purchases or abandoning a shopping cart is destructive for your business. You need to devise a strategy which ensures customer satisfaction as well as retention. Here are some strategies you can use to avoid shopping cart abandonment.

Hire receptive and well-mannered representatives

Your customer support representatives are courteous aren’t they? First of all, you need to make sure that you hire only the representatives who are professionally trained and are dealing with your valued customers in a way they truly deserve. This can be done by constantly monitoring each conversation held between your representatives and your customers. You should also regularly analyze the performance of your representatives and announce rewards for those who have ensured maximum customer satisfaction.

Encourage proactive stance via live chat

Tell your live support representatives to not just sit back and wait for the customers to place a query. Instead, the idea is to approach them proactively as soon as they land on your website. There are customers who hesitate in asking for details about your products and/or services while others just go away with discontentment without even complaining. However, by adopting a proactive approach, you can start helping them out immediately and prevent them from leaving. Similarly when a customer heads towards the checkout after having placed certain products in the shopping cart, a live chat representative should never miss a chance to approach him/her and help with the swift completion of payment procedure.

Simplifying website navigation and payment procedure is “A Must Do!”

Have you recently made sure how convenient your website is in terms of navigation? If not, then do it immediately by visiting your website from a customer’s perspective and point out all the flaws that may discourage customers and make them want to discontinue their online shopping journey. An easy to navigate website and a very simple payment check-out procedure are inevitable for a seamless user experience. So, it is time for you to refine your website and eliminate any snags that may hinder the online shopping process.

Be upfront about the shipping cost and service charges

Are you straightforward about the prices you are offering on your website against the products and/or services offered? If not, then you need to be upfront about all the charges immediately! Did you know that customers hate being told a price initially that is exclusive of any service charges, taxes or shipping costs? Although this technique is still used by many online business owners yet experts strongly discourage such a practice. So you should be upfront and honest about each and every penny your customer is supposed to pay. This will uplift the customers’ confidence and would not let them walk out.

With a highly responsive and professional live chat service on your website, you can significantly reduce cart abandonment and improve customer retention.

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