eCommerce is one of the largest industries on the planet and it’s only getting bigger.
In 2018 consumers spent $517.36 billion shopping online, a 15% increase from 2017.
Although you may offer your customers great products, their ability to shop across multiple sites at the same time, means that you’ve got some real competition.
How do you stand out? How do you increase sales conversions? How do you ensure that customers make a purchase on your site and not another?
While there are a lot of different ways to boost sales conversions you probably don’t have the time or money to give them all a try. So we’ve narrowed the options down to make it very simple for you.
Below we’ve laid out three of the most proven methods used to increase sales conversions in 2019.
So, let’s jump right in.
1. Offer Live Chat Support
Traditionally the most popular methods for engaging with visitors to an online store have been pop-up ads, banners, survey requests and contact pages. All of these tools have proven to be effective given the right timing and placement.
Even today you can’t discount the value of a robust email list to drive conversions. And you should certainly be collecting your customers’ contact information and demographic details.
But it’s now 2019 and your customers expect to engage with you in a much better way!
The problem with these outdated tools is two-fold:
First, these tools are way way way too slow. The optimal time to engage with your customers is when they are on your site. If they have questions, you better answer them as soon as possible, or they’re going to ask somebody else. Speed is so important. Customers don’t want to wait around for days to see if their question will ever be answered.
Second, these tools are distracting. Everyone has hated pop-up ads from day one. That hasn’t changed. And banners just act to push the information that customers actually want to see below the visible part of the page. Why cover up exactly what you want your customers to see?
So what is the most modern, customer-friendly method to interact with site visitors?
Today the smartest eCommerce shops are offering live chat support for their customers. It’s the best way to engage with visitors to your site in real-time. It’s very simple to get started and the impact on site conversions is remarkable.
Customers appreciate the instant responses to questions they’ve asked. As they no longer have to wait around for email responses or search through your site for the contacts page.
When customers receive quick answers to their inquiries, it builds trust in your site. And trust is the foundation for a good relationship with customers.
Additionally, Mochi’s live chat widget is conveniently placed at the bottom-right corner of the screen. The widget is sleek in design and doesn’t cover up the content on your page.
Consumer prefer live chat to other forms of communication. In their Customer Service Benchmark study, eDigital found that live chat received a satisfaction level of 73%, compared to email’s 61% and phones 44%.
And, in another study conducted by Bold Software, over 63% of consumers say they are more likely to return to a website that offers live chat.
Live chat allows visitors to continue browsing the products on your online store, while simultaneously engaging with you.
2. Optimize Everything for Mobile
We’re all fully aware that we live in the mobile age. Your phone or tablet has taken the place of dozens of prior tools. It has simplified your life in so many ways and it is only becoming more valuable with time.
Mobile devices have not only replaced other devices, but they’re actually replacing physical locations as well – particularly brick-and-mortar store locations.
Today the majority of online shopping by consumers aged 18-40 is already done on a mobile device. 63% of Millennials shop on mobile, and by 2021 73% of all online shopping will be done on a mobile device.
That equates to roughly $3.56 trillion. Holy moly!
Consumers are going to have a lot of mobile shopping experiences in the years to come. Some of these experiences are going to be great because they are optimized for mobile. Others are going to be bad, really bad because some online stores will not have kept up with the technical demands of consumers.
By optimizing for mobile, you can ensure that the majority of your site visitors are having a pleasant experience. Of course, you’ll want to design your site with mobile in mind, making it responsive to varying screen sizes and dimensions.
But, you also need to think about the way shoppers are interacting with your site when on mobile.
A great way to ensure your customers have a good experience on mobile is by using Mochi’s live chat app to text message with your mobile shoppers. Text messaging allows your customers to do two things while shopping.
First, they can continue to browse the site while you are texting them. Some chat widgets are not optimized for mobile conversations, particularly when a visitor is on your mobile site. This causes the widget to block the entire page.
Imagine being an online shopper and trying to plan for your next big adventure – white-water kayaking. You find a kayak that looks right, but the listing is full of specs that are onerous to absorb. You decide to ask for some help, but then the chat widget blocks you from even seeing the product listing.
Now you can’t see the length, weight capacity, or even name of the kayak you were previously looking at.
That is not a good customer experience!
Mochi, on the other hand, allows your customers to select “send a text message” rather than interrupting their shopping experience. This approach is very intuitive for customers, as they are already accustomed to flipping between tabs or apps on their phone. Online shoppers appreciate the ability to multitask while browsing or shopping on mobile.
This also means that you now have your customers phone number. With text messaging through Mochi, you could continue to view the kayak’s product page and ask relevant questions as the text conversation proceeds.
Second, Mochi allows the customer to refer back to the string of text messages at any time. This saves them from losing valuable information they have already asked for and received.
Imagine shopping online for a close friend, who absolutely loves homemade sushi. You appreciate sushi, but know nothing about making it at home, so you visit a site that offers all of the kitchen gadgets needed to make amazing sushi. You begin researching the best bamboo rolling mats for the job, but get stuck when you’re not sure of the appropriate size to purchase.
You open a chat window and begin to interact with the live chat widget. The person on the other end of the chat offers you great advice on sizes, materials, storage, and even some delicious sounding recipes. Awesome, right?
Without thinking about it, you close the chat widget to return to your shopping. Suddenly the conversation is gone. Poof! It’s vanished. All of that valuable information is gone as well.
Now imagine that you launched a chat with Mochi’s text messaging feature. You receive all of the messages through your text app, which means they’re stored right on your phone as long as you want to keep them. Now, if you need to come back later to finish making your purchase of a bamboo, sushi rolling mat, you have all of the info you need.
These are the types of challenges mobile shoppers face. Mochi’s live support app is optimized to provide the best experience possible for mobile shoppers.
On top of that, it’s ideal for you as well. While you can use the Mochi dashboard to carry on conversations, you can also use text messaging directly on your phone to interact with and respond to your customers.
With Mochi, interacting with your mobile shoppers and providing them with an ideal mobile experience is easier and more intuitive than ever before.
3. Personalize the Shopping Experience
Personalization means that you understand who your customers are and you create unique interactions with them when they visit your site. This sounds like it could be challenging, but Mochi makes it fairly simple.
According to a study by BCG, brands that create personalized experiences by integrating advanced digital technologies and proprietary data for customers are seeing revenue increase by 6% to 10% — two to three times faster than those that don’t.
Step one in personalizing customer experiences is to understand your customers. Who are they? What are they looking for? What have they bought in the past? How did they find your site?
Mochi allows you track all of this information, right within the chat dashboard. Not only can you see your visitors activity, Mochi scores their interaction to help you know when it’s best to interact with them.
Now that you understand who your customers are, step two is to engage with them.
Imagine launching a proactive conversation with a site visitor and addressing them by name. You can ask them how their experience with a past purchase has gone or if they’re looking for a complementary product.
Even if they’ve looked at products before but not purchased, you can offer them unique calls to action, such as revisiting the product or suggesting an alternative.
Customers love the attention to detail, especially when it’s about them. In fact, 56% of consumers say they are more likely to shop at a retailer in-store or online that recognizes them by name.
Mochi empowers you first to get to know your customers and second to offer them the type of personalization that will delight them. And delighting customers is the surest way to increase sales conversions.
Over to You
When it comes to growing and sustaining an online store, no metric is quite as important as sales conversions.
When attempting to increase your site conversions, remember these three things:
1. Offer Live Chat Support
2. Optimize Everything for Mobile
3. Personalize the Shopping Experience
Essentially it comes down to giving your customers what they want. Mochi can help you do that, because we understand eCommerce. We relate to the challenges your shop faces and understand the experience your customers are looking for.
Now, it’s up to you. Right now, you can give Mochi a try for 30 days at no cost. Just click the link below to get started.