Write Brilliant FAQs

When customers navigate your website, it is natural that some of them will have some immediate questions. What happens if my delivery doesn’t come? Can I come back and edit my basket later? These are just a couple of examples of what a customer may ask. Your website must be prepared for them by compiling a comprehensive list of FAQs (Frequently Asked Questions). Other businesses often overlook this detail. FAQs are a fantastic way to pull ahead of your competitors.

Writing up a fantastic FAQ page costs nothing, but it requires a passionate level of attention to the thoughts of your customers. Take your time to research what customers have said about your online shop in the past. Keep a detailed record of all the questions you have been asked. Try and get inside the mind of a customer. This extra bit of effort over your FAQs can make a monumental difference to the quality of your customer’s experience.

Use Customer Data

You may not have a face-to-face relationship with your customers, but that does not mean you cannot get to know them. By effectively gathering and using the customer data in your ecommerce website design system, your online shop can make product recommendations based on previous behaviour, such as previous purchases, answers to surveys, and basket activity.

Along with using data to make smart, relevant product recommendations, you can make a series of offers based on real-time data, such as birthdays or location or time of year. Another growingly popular method can be seen in getting users to answer a few simple questions, inviting them to tick boxes that consequently present certain products as dictated by their given individual preferences.

Think About What Customers Don’t Like

Many ecommerce sites will go to great lengths to improve personalisation for their customers, only to overlook how doing so can adversely impact on general user experience. Visitors to your website dislike having to create an account, enter personal data, click through adverts, or answer seemingly irrelevant and overly long surveys. When designing your ecommerce website, the first consideration must always be: will this encourage customers to keep clicking, or is it more like to scare them off?

So, while making attempts at personalisation are always good, doing so in a careless way can be ultimately detrimental. One good way to invoke personalisation – without the fear of frustrating customers with unnecessary popups and surveys – is through creating an accessible and slick home page. Build something that is clear, modern, and clearly signposts all the key areas of your site. Your users will be impressed if you can speak to their needs straight from the home page.

Send Personalised Post-Sale Emails

If all your customers receive the same confirmation email after a purchase, regardless of what that product may be, your ecommerce website is missing out on a clear and effective way to make its service more personalised. With DotGO’s ecommerce website design system, you can augment particular products with emails that give the customer something extra at no extra cost. That personal touch to a post-sale email immediately puts you ahead of the competition.

At DotGO, we understand the power of going that little bit further for the customer. That is why we have recently added a ‘digital links and downloads’ section to our ecommerce website design system. This enables you to not just write a useful message on the email; you can attach all major file formats – from PDFs to high-resolution videos – in the post-sale email after a customer purchases a certain product, and you can decide how long a document or link is accessible for.

With this feature, you can transform post-sale emails from an automated line of code to a unique user experience that encourages the customer to truly engage with the product that they have purchased.

Make Returns a Pain-Free Experience

As an online shop, returns are an inevitability. The customer may have bought the wrong size, or ordered something in a since-forgotten drunken frenzy. Either way, you want to give your users a personalised and pain-free experience throughout the process, which means that returns must be afforded the same level of care as the rest of your ecommerce website design.

A recent survey concluded that 95% of consumers would shop at a retailer again if they had a positive returns experience. Nobody likes to have to jump over numerous hurdles to get their money back. On the contrary, as the survey suggests, people value a smooth, personalised returns protocol. By mandating friendly and easy returns, one that gives the customer ownership over the process, your online shop immediately sets itself apart from other retailers.

Do you own an E-commerce website but feel like you are not getting the most out of the tools at your disposal? Feeling a bit confused over some features? If so, don't worry - we've got you covered all the way. 

DotGO doesn't just offer brilliant E-commerce website design tools; we also provide an extensive range of easy-to-follow, straight-to-the-point support videos that run you through everything you need to know. Whether you want to set up a professional email on your phone or add a downloadable product to your store, we have videos that run through the process, step by step. 

Make sure you don't miss out on the amazing tools at your disposal. Take a look at our list of support videos and unleash the full potential of your online shop in no time.