6 Customer Engagement Hacks To Boost D2C Success

In the blink of an eye, your ecommerce site’s credibility is determined by users, and those precious milliseconds can impact your bottom line. Fail to impress, and you might not only miss out on sales but also incur unnecessary acquisition costs. 

I once came across a small online shop that had some really interesting products. But when I tried to browse their site, it was really slow and the product information was very limited. I got frustrated and abandoned my cart.

This experience stuck with me, and it inspired me to find ways to help businesses like yours succeed in the ecommerce world. The strategies in this newsletter are designed to help you avoid losing potential customers.

Speed Matters

Your website’s loading speed is important. Every second longer it takes to load, you risk losing potential customers. Studies have shown that 25% of users will abandon a website if it takes more than 3 seconds to load. 

There is a D2C brand where we could improve 17% of transactions just by reducing the page load time by 50%.

Optimise Product Pages

Make your product pages engaging and informative. Customers should be able to find the product name, high-quality images, pricing, key details, and a clear call to action right away.

Mobile-First Approach

Did you know that 65.5% of online traffic comes from mobile devices? That means it’s more important than ever to make sure your website is optimised for mobile users. 

When people visit your website on their phones, they want to be able to find what they’re looking for quickly and easily. 

Make sure your most important information is visible on the first screen, and simplify the payment process so people can buy from you with just a few taps. Similarly, you can also focus on video-first approach to display content, products, ads and experiences.

User-Generated Content

Customer reviews can be a powerful tool for building trust and encouraging sales. When potential customers see that other people have had positive experiences with your product, they are more likely to buy it themselves.

Live Chat Engagement

Many customers prefer to chat with a live person when they have a question or need help. 

To enhance customer engagement, you can use live chat triggers to proactively reach out to customers, personalise your responses, and pre-write messages that are relevant to their needs. 

You can also provide self-service options, such as FAQs and knowledge articles, to help customers find answers to their questions on their own.

Cart Abandonment Recovery

Approximately 70% of users abandon their shopping carts. A company can recover up to 20% of abandoned carts with well-crafted email sequences. Here’s a recommended sequence to try:

Trigger: User enters email but abandons cart at checkout.

Email 1 (after 15 min, SMS 1 after 30 min): Urgent message to return to the cart.

Email 2 (after 1 to 2 hours, SMS 2 after 1 day): Remind product advantages + first promotion.

Email 3 (after 24 hours): FOMO + Last chance email with an “once in a lifetime offer”.

Congratulations on your D2C journey! 

Every moment counts, so make sure your website is fast, your products are presented well, and your customers are engaged. 

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