6 tips for professional interaction with customers in the web store

E-COMMERCE When a customer enters a store, every good salesperson knows what to do: greet them in a friendly manner, respond to their personal wishes and so on. Retailers must behave in exactly the same way online.Trusted Shops gives six tips on how online retailers can create a good feeling among their customers when shopping online.1. personal greetingA personal greeting creates an important prerequisite for a purchase in an online store: The customer feels welcome. The ideal is to greet logged-in customers by name - it sounds simple, but it has a big impact on the conversion rate. But new customers or customers who are not logged in should also be considered and feel welcome on the pages. 2. product recommendationsOffer customers other suitable items based on their search terms. Because individual product recommendations often hit the mark and give customers the feeling of enjoying good and personal service. This is exactly where the trend is heading: "Curated Shopping" - personal shopping advice for customers. Helpful for suggestions that are as accurate as possible (and also a helpful function for the customer): the option of creating a wish list in the store. 3. small giftsComplimenting an online customer is difficult. However, small gifts are a good substitute: for example, a 10% discount as a welcome gift or for loyalty as a returning buyer. The important thing is that the customer receives a small token of appreciation from the online retailer.4. contact possibilitiesCustomers want to be able to contact the online retailer quickly and easily if they have any questions. If they have to walk through the aisles in the store to find someone, they will put the product on a shelf and leave the store. It behaves similarly in the online store: If the customer cannot ask directly in a short way, he clicks on "Close page" and is gone. Direct contact options, without the customer having to search for contact options for a long time, are therefore very advantageous. An e-mail address with a clearly defined response time or, even better, a telephone number (where someone can always be reached during business hours) or a live chat are optimal contact options.5. product additions and simple ordering processesProducts that come with additional information can motivate customers to make an additional purchase: "Our tip: Did you know that product X is also suitable for XYZ?" Well thought-out service that makes it easier for customers to get to the checkout is enormously important: clearly arranged shopping carts, short and clear ordering processes, pre-filled forms.6. serviceafter the purchase After the purchase is before the next purchase. Online retailers should offer customers good, personalized service even after they click "buy." This includes, for example, an appealing order confirmation, a delivery announcement as well as a link to the shipment tracking and the question about satisfaction with the service and a rating.