When customers use online services, what do they value the most? It’s vital for businesses to know this, whether their target audience is online to shop, game, network, or use services. Why? Because when you know what customers want, it becomes far easier to deliver it to them. With that in mind, here are some insights into what customers may value most when they spend time online.
- They always value good customer service
All customers want to experience great service when they spend time online. Even though the definition of good customer service will vary by user, it tends to involve easy access, choice, and readiness of service. Now, some users will not want to call a phone to receive customer service help, but if you offer online chat features and immediate access to a chatbox – with escalation to a human agent if the chatbot can’t assist – your user is likely to feel good about this attention to detail.
Other good sources of service include a contact email, social media links for direct messaging, and a comprehensive database with FAQ-type information for those customers who like to self-serve.
- Customers want fast websites & checkouts to use
Whether customers are online to shop, game, network or buy a service, their entire experience will be guided by the speed of the website they want to access. This means optimising your company website so that it works smoothly, without delays or error messages, and optimising the payment process so that it is slick and uses the minimum possible number of payment steps to complete a transaction.
Websites should also be mobile optimised so that online customers can either use an optimised website or app to experience the same functions from their smartphone, tablet or connected device.
- They value the latest tech updates & latest products
All online users want to experience the latest updates and versions of digital technology. This enhances their experience by offering better features, speed, security and engagement. For example, one of the internet’s most popular uses is for gaming and entertainment. When computer games migrated from locally installed packages to cloud-deployed and internet games, customers were delighted. When technology evolved to a point where gamers could play on mobile phones, demand grew again.
For gaming companies who supply their customers with games, it is important to ensure that customers can receive the best quality games which are easy to play, to purchase, but also ones that are the latest on the market too. Customers are always seeking the latest products that are trending online, whether it’s a meme card game they saw trending on TikTok, or a fun board game advertised from Amazon. For online game providers, making sure that your website features a library of new game titles which are updated at least monthly, will ensure that your customers will be able to easily access the latest and most popular games online. One industry that benefits from providing the latest games to their customers is the iGaming industry, with the likes of Pink Casino slot games that are regularly updated on the site.
- Online customers want efficient online experiences
Great websites are built with the customer journey in mind – optimising the flow so that users only need to carry out the minimum number of steps to reach their intended destination. These same forward-thinking brands apply this thinking to their digital marketing so that customers are immediately directed to the right landing page when they click a CTA on a promotional email or engage with a business on social media, for example.
It’s vital for today’s connected experiences that they recognise the fact that customers want slick, efficient, fast and fuss-free digital experiences – and websites that they can use easily with a single swipe on a smartphone screen. Gone are the days where customers want to be bombarded on websites with pop-up ads and newsletters to sign up to.
Many online customers now want a super fast process of buying products online. Any website feature that is too hard to find or which takes too long, such as the checkout process, finding a product on your online store, or searching for a customer support email, can easily bore a customer and could prevent a sale for your business. If your customers encounter a slow website with poor navigation and accessibility, they are highly likely to turn to your competitors for a better online experience.