When it comes to running any business, one thing that matters the most is offering a great customer experience. Offering customer experience is not just about providing a product or service; it’s more than that. Customer experience is about the entire journey that every customer experiences while interacting with your business.
Offering a great customer experience is a crucial part of a business; it helps you win customer’s trust and retain them over time. Today, your business website plays a vital role in shaping the customer experience. However, as mobiles are becoming the first choice of customers to access the internet, it has become critical for businesses to enhance the customer experience on mobile websites.
Mobile devices are redefining the ways how customers seek information, communicate with your business, and make their decisions. This makes it a huge responsibility for companies to improve customer experience across mobile websites. In this article, we will talk about several ways that can help you improve customer experience on mobile websites.
- Design a Website that Meets Customer’s Requirements
A website is only friendly if it meets customer expectations. For instance, the website should be compatible with the screen resolution, screen size, visual appeal, and other factors of the mobile device. Out of many operating systems, the two of the most used mobile OS are Android and iOS. Thus, it is crucial to develop a website that is compatible across these operating systems.
A business that comprehends and values the importance of retaining customers never loses the game. According to Hiver’s study, 51% of respondents feel that companies care about them and go the extra mile to keep them happy. Retaining the customers is a part of offering a seamless customer experience that allows you to increase profits with a higher margin.
It is evident that customers these days are highly engaged with their smartphones; the OS they use plays a vital role in their engagement. You need to ensure that your website’s mobile version meets every standard of the mobile devices, including the mobile browsers installed on the device. The only way to ensure that your business website is compatible across all mobile devices is to test it accordingly.
Though it’s a bit challenging to test your web app across multiple mobile devices, OS, and browsers manually, you can use an automation utility like LT Browser. It is a great browser tool that allows you to test your web app across more than 25 real devices and browsers.
- Provide Easy Navigation and Site Search
Navigation plays a vigorous part in enhancing the customer experience over mobile sites. On a desktop, it’s pretty simple for users to navigate through your business site, as everything is clearly visible and available. But it becomes a little challenging for most visitors to navigate through the website when it comes to mobile sites.
It will help if you provide a navigation menu that users can access quickly to navigate through your site on mobile sites. For example, you can use the hamburger icon to hide the navigation button, limit unnecessary clicks and implement features like auto-scroll to make it convenient for users to access the content on your site.
Another aspect that you should focus on is the site search functionality. Most users often look for specific content when they visit a website. So, it would help if you provide the search functionality on the mobile website.
- Make the On-boarding Process Smooth
Mobile interactions between users and businesses are backed by the solid intentions of the customers. When a customer visits your mobile site or app, the first impression makes all the difference. And that’s where you need your onboarding process to be accurate and smooth. If the first impression is a boom, your customer isn’t going anywhere.
The primary purpose of mobile interactions is to bring your customers as close to your business as possible, which is pretty easy if the onboarding process is beneficial, smooth, seamless, and customers’ favor. To make your onboarding process, you can follow the following points:
- Eliminate unnecessary information from the home screen
- Provide a quick and friendly interface that matches user’s expectations
- Offer design elements that stimulate positive vibes
- Don’t make the sign-up process mandatory
These few tips can help you make your onboarding process as simple as possible.
- Learn about Customer Behavior
A great customer experience can be built if you know who your customers are, where they’re coming from, what they want, and how often they make a purchasing decision. Learning about your customers will help you customize an experience that meets their expectations. To learn about your customers, you can use analytics or CRM software.
Every online business site must add analytics to its web app. It will allow you to analyze whether your marketing strategies are working or not. Besides, a tool like Google Analytics can be used to measure traffic, bounce rates, customer behavior, and other essential metrics that can affect the customer experience.
A customer relationship management software enables you to help and assist your customers at every stage of their purchasing decision. CRM allows you to track customer support requests, billing issues, purchasing issues, quality issues, and other information so that you can respond accordingly immediately. Learning about customer behavior gives you a competitive advantage to curate a great customer experience.
- Organize Site’s Key Touchpoints
Most of you might not know the key touchpoints of a site, but the designers are well aware of it. Touchpoints are the specific areas where customers have significant interactions on the site. Organizing the key touchpoints on your mobile site will allow you to build smooth interactions between your business and customers.
For example, your mobile site’s landing page is a crucial touchpoint that enables users to make a purchasing decision based on the first impression. You can implement compelling headlines to highlight the benefits that customers might get on their first purchase. Another thing you should focus on is the content that you provide on the site.
Create long-form content that offers comprehensive information about the products or services while keeping the content simple and intuitive. Content can spark emotions with words and phrases that relate to the customer’s journey.
- Optimize Images on the Mobile Site
A picture expresses a thousand words when it comes to mobile-customer interactions. One of the most important things that are growing the mobile customer base is the visual appearance of objects across various social media platforms and the internet. Every item you see while scrolling a site, app, or social media platform makes a significant impact on your choices.
You should never undervalue the power of high-quality images of products or content that you are providing on your mobile site. Most businesses often think that they need not provide that level of visual appeal for generic products, but it could impact customer’s decisions. A mobile site with appealing images makes a significant impact on customer’s purchasing decisions.
Moreover, you need to optimize the images timely. Make sure the pictures on the site load quickly rather than making the customer wait. The photos must match the screen resolution of every mobile device used by the customers. Another thing you could implement is the zoom function that allows customers to see multiple angles of an image.
- Amuse your Customers
A business that comprehends and values the importance of retaining customers never loses the game. Retaining the customers is a part of offering a seamless customer experience that allows you to increase profits with a higher margin. But, retaining customers is not that simple; you need to amuse them with unique ideas and offers.
For example, if you are running an e-commerce store, you can follow multiple strategies to delight your consumers, such as:
- Offer an additional discount on products/services on purchasing from the mobile site
- Provide a loyalty reward point scheme on purchase of every product
- Send thank you emails on every purchase of your customers. You can even send a handwritten note with the product for a more pleasing experience.
- Allow your customers to enjoy a referral program that provides additional benefits to the existing as well as new customers
Following these few tactics will not only help you offer a great customer experience, but it will enable you to retain your customers on a large scale. Another factor that could be used to delight your customers is getting real feedback from the customers. You can ask your potential customers for a review or feedback on their recent purchases to analyze their experience. It will help you improve your services for their next purchase.
- Use the Mobile-First Approach
As we are talking about improving customer experience across mobile devices, it is vital that you follow a mobile-first approach for your business site. According to Statista, more than 50% of web traffic comes from mobile devices, making it a priority for businesses to optimize their website for mobile devices.
Even most search engines like Google follows the mobile-first policy to rank a website. This means if your mobile site is not friendly or optimized, it won’t rank on the Google search engine. Optimizing your mobile site is helpful in SEO ranking as well as improving customer experience. For instance, if new users come across your website on the first page of Google, they might visit it to see what you have to offer.
Based on your site’s performance and navigation, the customer might stick to it and make a purchasing decision. But how do you ensure that your site is optimized for all mobile devices?
The only way to ensure that is regularly testing the site. Of course, doing this manually is a time-taking task and requires resources. The only possible way is to automate mobile website testing with an automation utility like LT Browser. With automation, you can easily ensure whether the website is compatible across multiple mobile devices or not and offers the same user experience.
Businesses are improving their mobile customer experience by scaling the content, design, navigation, and other factors of their website. If you don’t make your site compatible with mobiles, it might not be able to rank higher in the search engines and gain customer’s attention. This article discussed how you could improve customer experience on a mobile website with practical tips and optimization. If you like this article or want to add something else to it, let’s know in the comments.