How to Prioritize User Experience and Keep Customers Engaged

E-commerce businesses are booming as more and more consumers get used to purchasing products online. But simply giving customers the option of ordering products from the online store is insufficient in this competitive marketplace.

To be successful and keep your customers engaged, it’s critical to prioritize user experience (UX) in order to improve the overall buyer experience. And make them return buyers. With that in mind, here are some of the most effective ways you can optimize UX to boost customer satisfaction. And keep them coming back again and again.

1. Think Like a Customer

One of the biggest challenges for an e-commerce business is making sure that it is solving a real problem. With so many options out there, how do you know your online store is any different? In order to understand what differentiates your brand from all others, think like a customer—does your product solve a real problem or need in their lives?

If not, why would they spend their money on yours instead of buying from another company? Focus on understanding what buyers really want. Once you’ve figured that out, deliver on it.

2. Create Seamless Checkout Processes

One of the most crucial points when designing an e-commerce website is making sure that your checkout process is seamless. Do not make a customer type in any unnecessary information. Make it effortless for them by removing all unnecessary fields so that they can complete their purchase quickly.

They should not be bombarded with irrelevant questions at any step of checking out; such as credit card expiration date, 3 digit security code, etc., which are common during a traditional shopping experience.

To create a seamless user experience, it is important to streamline all processes while making sure they are easy to follow along with and quick to fill out. Buyers want simplicity and if you give them that, then there is a good chance they will be back for another purchase soon after their first one!

3. Use Product Videos on Landing Pages

According to a survey, 91% of consumers are more likely to buy from a site that offers video content. Adding videos on your ecommerce website will not only give you an edge over competitors but also help increase conversion rates by giving your customers detailed information about product features.

All you need is some basic knowledge about video production and design. Do note that certain types of products require specific kinds of videos—e.g., lifestyle-based products would benefit from how-to videos while technical products should include demonstration videos.

Also, make sure not to skimp on visual appeal, even if it means spending some extra money on graphic design and special effects.

4. Offer Free Shipping

One of the easiest ways to make buyers feel valued is by providing free shipping. This way, customers don’t have to pay any additional charges when they purchase your products, making it easier for them to justify buying online.

It’s no surprise that many online shops offer free shipping or use other strategies like Shoprunner and Amazon Prime in order to encourage their customers to buy. If you don’t provide free shipping on your site, you should consider doing so as soon as possible!

5. Provide Excellent Customer Service

When it comes to customer service, remember that you are selling a personal experience, not a product. Even if your product is absolutely amazing, you’ll probably still lose customers if they feel treated poorly when they ask questions or have issues with their order. Often, unsatisfied customers can become repeat customers simply by apologizing for poor service and resolving their original issue. Here are a few steps you can take to improve your customer service.

Eliminate 1-star reviews: Review sites can be valuable resources in establishing trust with potential customers, but bad reviews send potential buyers running to competitor websites. Before you launch an e-commerce website, review other online shops to see how they handle negative reviews—and consider hiring someone who has expertise in dealing with unhappy customers on review sites. Studies have shown that 90% of consumers trust reviews as much as a personal recommendation from someone they know, so taking action quickly (and sincerely) after an unhappy client submits a review will go far in getting them back as loyal shoppers!


The World Wide Web is a boon for E-commerce businesses. However, having just an online store is not enough. It’s important to prioritize user experience in order to keep your customers engaged. Start by focusing on your product catalogue and pricing strategy, while also examining your customer service strategy. You can then move on to exploring different marketing channels that may be relevant for your business.

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About the Author:

He is an enthusiastic writer and WordPress user. He writes on WordPress, WooCommerce, E-Commerce, and open-source projects.

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