How to Improve Your Customer’s Website User Experience

Improving customer experience on your website is the key to a successful online business – but how can you stay one step ahead of your competitors? We’ve got a few handy suggestions that will help you improve your customer’s website user experience and ensure that you build up a loyal customer base.

Provide live chat

Live chat support is becoming an increasingly popular option for many websites, so if you haven’t implemented it on your site yet, 2016 could be the year to do so. Live chat offers real-time support for customers who have queries or are experiencing problems while on your site. It’s a quick, easy way for customers to contact you without leaving your website – which means visitors are more likely to convert. A survey carried out by Software Advice revealed that 56% of adults in the US aged 18-34 preferred live chat support to phone support. Many live chat platforms offer other features too, such as co-browsing, where the live chat agent can take temporary control of the customer’s browser, guiding them to relevant pages and products on the site. Using live chat is a great way to increase sales and improve your customer’s website user experience.

Test, test and test again

Testing your website should be an ongoing process – and it’s definitely something you should carry out regularly, as well as after any major updates or changes. Why? Outdated links, videos which don’t play, slow-loading pages – these can all affect your customer’s experience on your website, and a poor experience usually means customers will simply exit your site and go elsewhere. Regular testing ensures that your site is performing as it should and that there are no glitches which could frustrate customers. Testing is also a great way to find out how your marketing campaigns are performing. Creating different landing pages allows you to see which campaigns are performing best, and driving the most traffic to your site – and which are less popular with your customers, which leads us nicely to our next point.

Give them what they want

We all want to give our customers what they want – but how do you know exactly what that is? Ask them! Website polls, your blog or social media (Twitter) are the best ways to engage your customers and ask them what they love about your site – as well as what they’d like to see more (or less) of. This opens up a two-way discussion where customers can tell you what works for them and what doesn’t. Perhaps they want more free downloadable content, or a more extensive knowledge base for help and support? Maybe they would prefer to see more content uploaded to your blog? Give your customers what they want and you’ll ensure a more positive user experience.

There are hundreds of ways you can improve your customer’s website user experience – but these are a few ideas to get you started. Ensuring your website is functioning as it should, getting inside the heads of your customers and providing them with the support they need, in real-time can all help you to provide a more positive user experience to your website customers.