In the age of technology, more and more brands are moving to the digital space – be it online casinos, online retailers, or online service providers. But how can these brands boost their online customer experience? Here are a few techniques to have in mind.
Promotions and offers
One way that online platforms can both boost online customer experience and attract new customers is by offering exclusive promotions. For example, new online players can receive a live casino offer at Paddy’s after signing up to the platform, essentially like a welcome bonus.
The signup offer that players receive is up to them – they can choose from roulette, gameshow, and blackjack bonuses depending on their favorite game. By offering such a wide range of bonuses, new players are given the best chance to get the most out of the promotion.
The same can be seen in e-commerce, too. Many online retailers will offer different promotions to new customers, such as buy one get one free or money off your first order. Just like online casinos, in order to claim the promotion, new customers will typically have to sign up to the platform.
In turn, this not only can boost customer experience with the promotion, but it also allows businesses to collect useful data from user accounts in order to further improve customer experience in the future.
Personalization
According to a range of studies compiled by Forbes, 71% of consumers report feeling frustrated when their online shopping experience is impersonal, and 74% when online content is not personalized.
This goes to show just how important personalization is in today’s day and age. With this in mind, improving personalization has the potential to optimize the overall customer experience, offering consumers relevant offers and deals whilst they browse.
Perhaps the best example of this, however, is when online platforms offer consumers personalized recommendations based on items that they have browsed or purchased in the past.
These recommendations are based on data collected from other consumers who have bought such items, and so have a similar taste to the consumer in question. This aspect is so important, in fact, that 47% of consumers will make their purchases at Amazon instead if the platform doesn’t provide them with relevant product suggestions.
Streamline customer journey
Utilizing all the technology available to you has the potential to streamline the customer journey, in turn boosting customer satisfaction. With this in mind, it can be fruitful to support as many payment methods as possible – such as debit cards, credit cards, PayPal, Apple Pay, Google Pay, and Android Pay, to name a few. After all, if a consumer cannot pay via their preferred method, they simply will not make the purchase.
Another technique to improve the customer journey is to ensure that the call to action button is clear and functional – be it to ‘spin’, ‘place your bet’, ‘buy now’, or ‘add to basket’. Once the user clicks the button, it should seamlessly allow them to carry out the action, without any pop-ups or additional barriers, as this can be both frustrating and complicated.
Overall, there are many ways that online platforms can improve the overall customer experience – and this is by no means an exhaustive list. However, with these things in mind, you’ll be better placed to take the first steps toward ensuring an optimized customer experience.
