It’s no secret that mobile commerce is constantly on the rise. Brands that deliver a great mobile experience are set to earn the loyalty of these customers who love to research and make purchases on the go. But what does it take to turn a product search into an actual purchase? Here are five steps that will help your company do just that—and keep your customers coming back for more.
While brand apps may seem like a great way to cater to your mobile shoppers, the truth is that these customers prefer your website: a mobile-optimized one, that is. According to a Burke infographic, approximately 7 in 10 consumers prefer mobile websites over apps on all mobile devices.Among smartphone users, 67% prefer a mobile website, while 71% of tablet users stated this preference. An additional plus? Many customers will likely be familiar with your website if they have accessed it from home, making it much easier to navigate on the go.
Keep in mind that many customers like to research on mobile devices and purchase in-store. Nectafy states that 88% of customers who search for a local business on a mobile device call or visit that business within 24 hours. For small businesses, mobile searches are especially beneficial: Adobe cites that smaller retailers have up to 30% higher mobile conversion rates compared to larger retail businesses. Be sure to use geolocation tools that allow customers to locate your nearest physical store when applicable.
When it comes to making a purchase, customers need a seamless experience. Do everything you can to make them save time. For example, enable them to easily log in to their accounts. Once logged in, they should be able to access data such as stored credit card information and shipping addresses. Use mobile-friendly buttons instead of links, and simplify the return process by sending them bar codes they can send back with their returned items.
Many of your customers are undoubtedly using social media on their mobile devices. Sprout Social claims that 74% of consumers rely on social networks when making purchasing decisions. In addition, 56% of users who follow brands on these sites like to review products. Use these platforms to your advantage by featuring products and services on your social media pages. Respond quickly to inquiries to show you care about customer service. Lastly, use messaging platforms to power sales with the help of chatbots—these digital assistants are ideal for giving customers faster service on the go.
Customers always appreciate saving money. A Mobile Commerce Daily report cites that 80% of customers have a better perception of retail brands that offer mobile coupons. Key Ring adds that 70% of mobile shoppers have redeemed a coupon online or at a store in the past year. Once again, make it effortless: Allow customers to redeem these offers with a simple bar code or redemption code.Mobile searches can quickly lead to sales both online and in-store. As Comscore points out, 78% of searches on these devices lead to a local purchase. By making each mobile experience seamless, effortless, and engaging, your customers will find every reason to support you over and over again. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.
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