5 Ways to Build a Better Customer Experience

Customer paying with credit card

Online and mobile shopping have changed how customers make a purchase, and with that, the customer experience. From the first time a customer steps into a store until they take their receipt, the customer is on a journey to make their purchase. The checkout process is an especially crucial part of this experience, whether you sell online or in a brick-and-mortar store.

For the customer, the payment process was easy and unobtrusive. A lengthy or drawn out payment process can disappoint or annoy customers, which can result in losing them to your competition. Here are a few ways you can ensure your checkout process goes smoothly, whether in-person or online.

1. Make It Easy to Pay Online

If you regularly bill customers with invoices, online payment options can streamline and simplify the checkout process. Instead of manually taking down a customer’s information and keying it in or requiring payment by check, offering online payment can be more secure and more convenient.

busines woman in modern setting looking at laptop computer.

For instance, Fattmerchant offers web-hosted payment options. You can set up single or recurring invoices in the virtual terminal and track payments as they come in. With our Omni platform, you can view reports and manage all of your payment processing in one dashboard, and sync your data to QuickBooks Online. Customers can make a payment online quickly and easily right from your website.

For companies that invoice, set up a direct payment link to make it easy for clients to navigate to. Learn more about our professional services invoice solutions.

2. Keep Checkout Short

If you run an online store, the checkout process can be frustrating for customers if there are too many steps and forms. Keeping the checkout process simple can shape the customer experience for the better. In fact, a recent survey showed that a quarter of users abandon their online shopping cart because a checkout process is too long.

When it comes to eCommerce, customers want to be able to quickly finish their transaction. Offering convenient guest checkout options, or not requiring account registration before starting the checkout process, simplifies and streamlines the process.

3. Take Payments In-Person and Online

Closeup on wrist making a contactless payment with a smart watch.Integrating your payment flow not only streamlines how you collect payment but makes it easier to accept payment on-the-go. With Fattmerchant’s virtual terminal, a business owner can send a sale started on a virtual terminal to a physical terminal to accept a credit card in-person. You can even finish payments on your mobile device!

Whether you’re taking orders online, over the phone, or in-person, you need to provide as many options as possible for customers to pay in the way they are most comfortable. Integrating payments in one platform makes it easy to track analytics across devices.

4. Optimize Your Checkout Process

Many shoppers are turning to their phones for making purchases, but shopping cart abandonment rates are even higher for mobile than desktop. If your website or online store isn’t optimized for mobile, you could be losing out on customers and transactions.

close up of woman's hands holding iphone.Mobile optimization means checking the design for use on a mobile phone. This includes making sure text resizes to be easy to read on mobile devices and separating clickable elements so that tapping opens the correct link. Make sure that users don’t have to scroll so far to get to what they need. Basically, ease any frustration and make your website as easy to use on mobile as it is on a desktop.

Your checkout process should be mobile-friendly and easy to navigate. Ensure that your checkout process is secure and that checkout pages load quickly for easy transactions.

5. Automatically Email Receipts

Once a customer finishes the checkout process, they expect to get a receipt almost instantly. For online purchases, a receipt should be sent to a customer’s email address once they’ve completed the payment process. In the Fattmerchant virtual terminal, receipts can be customized with your store’s name and logo and are sent automatically to customers after they complete a purchase.

A streamlined and simple checkout process can be an impactful part of the customer experience, and a simple way to track payments can make all of the difference for a business owner. Omni by Fattmerchant is a powerful, integrated platform that brings all of your business processing under one roof, so all of your data is easy to find.

Learn more about our payment platform including easy invoicing, recurring bill payments, and advanced analytics: Payment Processing by Fattmerchant.

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