Got your customer to buy your product? Sweet. We know it's hard work to get your first sale from new customers.
But wait, is the finish line actually the end of it? Before you lay back and chug a self-congratulatory beer, you need to walk your customer through the post-checkout to give them the last best experience.
What is Post-Check-Out Experience?
Post-check-out customer experience is the activities, messages, and brand interactions that a customer experiences after purchasing a product or service from your store.
This typically includes communication elements such as emails, messages, physical elements, and behavior-based elements. Remember: customer loyalty is dead about the pandemic. No one will stay loyal to your brand or re-purchase from you if you don't give them a solid reason to.
Post-check-out experience helps you set your eCommerce brand for continued success.
According to Baymard, by introducing a better-designed checkout process, the average large-sized eCommerce site can see a 35.26% improvement in conversion rate.
If you want to see similar digits for your eCommerce store, you also need to work on your post-checkout strategy. And to help you deliver an outstanding post-check-out experience, we noted down five formidable tips for you to follow.
5 Must Do Post-Check-Out Tips
Be it for post-checkout WooCommerce or post-checkout in Shopify; these tips will help you build a killer strategy.
Level up your customer support game
Before anything else, make sure you have your customer support in check. A good customer support strategy includes your customer's pre, mid, and post-sales support. Even after your customers make the purchase, they can still have some queries. It could be about the delivery of the product, returns, complaints, or other issues.
And it's essential for you to respond to these queries. If you make them wait for too long or make it too complex for them to reach out to you, they may quickly get irritated or impatient. With this, you can say goodbye to any recurring customer.
So make sure you have customer support in all of your channels. Allow people to reach you via the channels they prefer, making it easier for them (and therefore better for you). You can use a multichannel helpdesk solution to make this process easier for you.
Get all the reviews
People listen to people. Nothing makes your store/product more trustworthy than reviews from your previous customers. In fact, according to the Local Consumer Review Survey 2022, 91% of 18-34-year-olds trust online reviews as much as personal recommendations.
Reviews act as social proof and credibility for your store. Which in result generates more sales. Furthermore, honest reviews by customers can help your company understand where to work to get overall customer satisfaction.
Therefore, don't miss the opportunity to ask for reviews from your customers post-sale. Send them a follow-up email or text message on the social channel they're active on to get those much-needed reviews. You can also offer attractive discounts or introduce reward points to incentivize your customers for their reviews.
Make your packaging an experience
With more and more merchants getting into the eCommerce game, it can be challenging to stand out in a crowded space, especially since ten other businesses are selling the same product as yours to the same target group.
But a great way to create a unique proposition for your business is by putting effort into your packaging. Make the unboxing stage an experience for your customers. This is where most eCommerce store owners miss out. The way you present your product can change your customer's perception of your business and keep them loyal to your store. According to a study conducted by the Paper and Packaging Board and IPSOS, 7 in 10 (72%) of customers agree that the packaging design can influence their purchasing decision.
Even big brands like Nintendo have leveled up their packaging game. Putting effort into packaging shows your customers that you care for them even after purchasing.
Work on re-marketing
Email remarketing campaigns allow you to create highly focused, high-converting programs.
In fact, it can generate higher marketing outcomes than traditional digital advertising like Facebook Ads and Google AdWords campaigns since it works on the same principles as retargeted ads. So why not use it for your old customers?
When you think about remarketing, it's not always about targeted ads to people who visited your site. You also send targeted ads and emails to your previous customers. By observing their past purchases, you can target similar products towards them. This is a great way to get repeat customers.
While remarketing is a great way to get back your lost traffic. You can also use it to re-engage your old customers and get them to purchase similar products.
Ensure a seamless and hassle-free delivery
We all know the feeling of anxiously waiting for delivery after placing the order. But imagine how annoying it can get if the delivery process is full of errors and hassle. You don't want that. The entire delivery process should be seamless to your customers.
Keep your customers in the loop about when they're packaged got shipped and when they can expect the delivery. And always keep your word on the delivery dates. Keeping your customers waiting longer than the promised delivery time can make them impatient and unsatisfied with your store.
On the contrary, a smooth delivery will make your customers satisfied and happy with your service.
Having an excellent post-check-out strategy is not that hard. But most merchants miss out on filling up this critical gap. But now that you know what things to keep in mind, just follow the tips we laid down for you.
Let us know if these tips have worked out for you or not.