When the user experience (UX) improves customer satisfaction, it has a positive impact on the ROI of a company. Good UX investments enhance the customer experience. A satisfied customer is a loyal customer. They trust the product of a company and they come back for more.
This is why satisfied customers are imperative for the growth and success of any company. A seamless user-interface design, navigation, and usability leave a long-lasting impression on any website visitor. It is true for a mobile application as well.
With the growing impact of a website and a mobile application, most of the entrepreneurs today are spending time and resources on improving the user experience.
What is a UX design?
The UX design focuses on the experience that any visitor will have while visiting your website or using your product. The “product” here is beyond the tangible good or service. It includes the content that you create for reaching and interacting with your customers.
While developing a website with user experience in mind, the end goal is escorting the visitors through your business. It is done with such precision you that will show them exactly what they want to see. Thus, they start feeling why they need to buy it.
While dealing with the user experience the end goal is to present a unique solution that corresponds to the user’s requirement. Here are certain things that present-day UX designers need to make sure to impeccable customer experience.
1) Focus on creating a mobile-first experience
At present, customers want an easy and delightful buying experience. Making improvements to the consumer experience is one of the most strategic ways to accelerate lead gen, customer acquisition, and business retention.
When it is about making an impression, the first impression lasts! The customer experience should improve throughout all the points of interaction. The most likely point of interaction is through smartphones and mobile devices. 70% of global traffic comes from mobile devices.
Thus, whether it is your website application, a newsletter, social media posts, search ads, or anything else, the focus for 2020 should be on improving the mobile experience. That’s where your customers are.
2) Customization and data management
The level of customization you are capable of delivering will depend on the quantity and quality of information you can derive from the customers. In simple terms, to deliver a better customer experience, you need to follow the best customer data management practices.
Check the Google Analytics that offers every detail you need to know about the incoming traffic and visitor actions. The same is applicable to Twitter, Facebook, and Hubspot analytics. The only issue with these data analysis tools is, you will not be able to track specific consumer behavior.
To truly own the customer experience, it is important to manage and activate the first-party consumer data. Invest in customer data management platforms and tools to map, track and create unique customer experiences.
3) Creating Customer-Centric UX
Traditionally speaking, the user experience is a term that is referred to explain the human-computer interactions. With more and more customers spending time in online brand interaction, the line between the user experience and customer experience is getting blurry.
No company can deliver better customer experience before being customer-centric. It is important to prioritize customer interests over business interests. This, in turn, will pay back to meet business goals.
This bet has proved to be correct for some of the world’s best brands like Apple, Uber, Airbnb, and Virgin. These brands have successfully won the battle of conversion and retention. Whether it is a SaaS product, a mobile app, or a website, the designers need to prioritize consumer convenience.
4) Do not overload the dashboard
As we already mentioned earlier that consumers expect the websites and applications will make things easier for them. If the website or a mobile application becomes too complicated to understand, the users will reject and choose a simpler alternative.
The dashboard is the most frequently viewed section of a website or an app. Thus, it should be easy for users to get important features and details at one glance. The users expect to access all their actions through the dashboard.
Make things easier to overview and ensure that the users have better control. Easy access to dashboard insights offers a pleasing experience from the user’s perspective.
5) Make your business visible on a map
We are in an age of online and digital connection. More and more consumers are using digital means to connect with their preferred brands and organizations. When you put your business on a map, it makes things quick and simple for visitors. They won’t have to worry about finding your business.
Everyone is busy with something these days. It is important to offer a convenient way for them to reach your location. With Google My Business, it is pretty simple for any business to place them on a map.
When you create a website or a mobile application for your brand/business, make sure that the user can access your location as quickly as possible. For instance, if the user is seeking the nearest location of your organization, make it effortless and intuitive.
Provide them with a map that displays all the locations of your branches. Add updated branch details so that the user is not in a situation that he/she visits the location but it is closed. For the user, it is important to know the details of your location and information like operational hours and relevant features.
6) Be there for the users by offering accessible support
A lot of business organizations hide the contact information or offer a single point of contact option to avoid any incoming message overload. If the user only gets a phone number, he cannot share screenshots or talk at a certain moment when he/she prefers.
Moreover, the phone operators remain busy most of the time and the user has to wait in a long queue. This can result in negative feelings toward your organization. Even if you create a user-friendly and mobile-friendly UX, there should be more than a single option embedded within the app or the website.
Offering quick and easy access to a live chat increases the reliability and offers a feeling of reassurance. The user feels that he/she will be able to contact someone in case something goes wrong. This is exactly why most of the websites or mobile applications have introduced chatbots embedded within.
After some initial question and answer sessions, if the issue is not resolved, the chatbot redirects the user to a professional customer care support executive. A seamless customer support feature embedded within a website or an application plays a pivotal role in the overall customer experience.
Pay attention to the design of the screen. The chat window should be clutter-free. It should greet the user with a friendly message by name to offer a customized feeling.
Also, the chat should inculcate topics of conversation featuring probable issues that the user might face. This will help the support specialist to know quickly what they will be discussing.
These are the segments of UX investments that can enhance the customer experience to a whole new level. Do you want to add anything to this? Share your thoughts with Skyram Technologies.
If you are looking for a seamless UX design for website and mobile applications get in touch with us here.
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