What is the perfect customer service? Each retailer is thinking about the answer. It’s not as simple as it looks.
We should think about the goals of customer service. It shouldn't be good at your eyes, but it should be assessed in the same way by your customers. Taking into consideration Invespcro researches we can define some certain facts.
You can be sure that your customers expect:
- Quick issue resolve - 82%,
- Issue resolution within single reaction - 56%.
Below you fill find a few ways of improving customer service in your store.
Furthermore, 55% of customers will pay more for the service or product, if they will get a better support service. It shows how the support service is important for them.
You won’t find anything more frustrating than complicated checkout, buying or returning proccess. As Baymard studies proves, almost 40% of abandoned checkout reasons are related with complicated purchase or checkout process. It can be related with terms of checkout or unintuitive website.
There are few tips which can help you simplify the online shopping experience:
- Easy, simple checkout,
- Clear navigation,
- Personalized experience,
- Clear payment process.
It's not a rocket science, but we still see stores with a multi-folded menu, unintuitive. Categories without assigned products. You will see also online store with 10 step checkout, requiring strange data. It's not ok, all these things show your store as not worth trusting. And as a result, it will be harder to establish a good relationship with the customer.
It’s very simple and it shoulnd’t be a tips. Some thing are obvious and that’s all. From a young age, each of us is taught that manners and politeness are a key essential for life. Unfortunately sometimes many store owners forget about this rules, it's not related only with purchasing process. You have contact with customer also in the process of returning or submitting complains.
If customer make a return request in your store or request a refund, it's not obvious that he won't purchase anything in the future.
It’s better to be a quite more polite than necessary, but it will results in a better relationship with customers.
Emails are emails, you get a hundreds per day. It’s impossible to handle this amount of messages efficiently without proper tools. Email support is still the most popular way to contact with helpdesk. Using Tickets system to manage email messages in your store gives you a huge advantage:
- Faster ticket resolution,
- Keeping the Customer in the Know,
- Multi-channel Customer Support.
Helpdesk is our main channel of support, so we know that it works. We are receving many e-mails per day, so it's perfect to assign them to different, defined departments.
Customers journey is changing, nowadays, if customer has a question, he will expect instant answer and help. He won’t call you or write an email, because it requires too much efforts from him. As the statistics show, 83% of customers, need assitance to complete an order. Live chat is a perfect way to provide instant support during checkout.
Average response time for support ticket is about 12 hours, compared to the chat, which according to statistics has 55 seconds of average response time, gives a huge difference. Over half of the respondents admitted that they will purchase again, due to implemented chat.
First of all, Messenger is the second the most popular mobile messaging app in the world. As statistics show, it’s over 1300 monthly users (in millions). Messenger is a great touchpoint between you and customer during the customer journey. Customer is browsing your store, but his friends told him to check Facebook, because they’ve sent something interesting. There is huge possibility that he won’t come back to your store, but…
.. your message is waiting for him in Messenger inbox, so when we finish conversation with friend, he will see your message and there is a huge chance that he will come back to your store.
On nop4you.com, first customer contact with us on Messenger in 2 minutes after implementation. It shows how live chats are important for customers.
For us, it was always importat to bring the most wanted plugins and integrations. Now, when the e-commerce industry is changing, the most important area of online store, nowadays, is customer service. How can you provide better support?
If you are using nopCommerce you are able to implement this tips in a few ways:
- Tickets System - https://www.nop4you.com/tickets-system-helpdesk-nopcommerce - Customer service is the most important part of each online store. You have to receive message from customers, answer them and solve their problem. It can be confusing and chaotic. As a solution coming our Contact form plugin. Perfect customer support / ticket system. Efficient tracking. Multiple Departments.
- Marketing Automation - https://www.nop4you.com/marketing-automation-plugin-email-banner-abandoned-cart-for-nopcommerce - Send emails which your customers want receive. Show them products which they want view. Help them with the buying process.
- Contact us on Messenger - Facebook Customer Chat - https://www.nop4you.com/contact-us-on-messenger-customer-chat-widget - Fully customizable Customer chat widget for nopCommerce. Contact us on Messenger, allow your customer to contact with you on Messenger without leaving your store. First Messenger integration with implemented popup, without redirection!
We are happy to announce that we've released new plugin. Firebase Web Push Notifications for nopCommerce are ready to get from our store.
Feel free to purchase them here:
We're happy to announce that we've released the newest version of Klarna Checkout integration. It uses the latest Klarna libraries v3.
- Pay later
- Pay now - Credit card
- Slice payments (Pay in parts)
Plugin is available here: https://www.nop4you.com/klarna-checkout-v3-for-nopcommerce
We would like to announce our newest plugin - Fedex Packing Slip generator. It's superb plugin, which will improve your shipments management. You are able to generate packing slips to your shipments just with one click.
You are able to generate packing slips for many different types of packages.
Features of plugin:
The first two nopCommerce Days conferences were held in Amsterdam, during the last one, you were able to visit New York. Can you predict where will be the annual conference in this year?
Yes! That's it. nopCommerce Team, nopCommerce solution partners, users and store owners will meet in Las Vegas!
More speakers announced at the beginning. Except Andrei, CEO of nopCommerce, you will hear a speech coming from:
- Sam Mallikarjuan - HubSpot
- Jeffrey Fritz - Microsoft
- Scott Addie - Microsoft
- Steve Smith - Ardalis
You will meet also another 25+ e-commerce experts.
Date: 8th-9th November, 2018
Where: Las Vegas, USA
Hard Rock Hotel & Casino
What you can get from the conference?
- Establish relationships
- Learn new technologies
- Get new customers
- Share your success story or knowledge
As you may know, from the beginning we are supporting the nopCommerce Days, in the Amsterdam and New York you probably heard our speech about Integrating nopCommerce with SAP Business One and Implementing nopCommerce mobile app.
Create Google app
We need to create a new Google app on Google API console. Navigate to https://console.developers.google.com/projectselector/apis/library and log in using your Google account. If you do not have a Google account, you need to create one. You cannot proceed without a Google account. Once you have logged in, you will be redirected to API Manager Library page, similar to the one shown below.
Search for Google+ API in the search bar and select Google+ API from the search results. Refer to the below image
After selecting the Google+ API option, you will be redirected to a page as shown below, where you need to click on the Enable button.
You will see an “Add credentials to your project” form.
Section 1 - Find out what kind of credentials you need
Section 2 - Create an OAuth 2.0 client ID
Open the just downloaded client_id.json file and make a note of ClientId and ClientSecret field. We will need these values to configure Google authentication in our web app.
It's one of the most common problems in nopCommerce. If you will delete an admin account, you should login to your database and enter a specified query, it's shown below:
UPDATE Customer SET Deleted = 0 WHERE Id = 1
You should know that if you delete an account it has only changed status from active to deleted. In database it field Deleted
will be true. In the sql script, we are changing the value back from “True” to “False”. And that's it!
It's related with IIS behavior. If you add something new to your nopCommerce, you won't see it immediately. You need to restart your nopCommerce application. That's the trick.
Basically, it's not a bug. It's problem related with Gmail security requirements. If you want to use Gmail account as your e-mail account in nopCommerce you need to enable 3rd party softwares support in your Gmail. Please look at the steps below how to successfully configure Gmail email account in nopCommerce.
1. Log in to your Gmail.
2. Please enter https://accounts.google.com/DisplayUnlockCaptcha and allow access.
3. Please enter https://www.google.com/settings/security/lesssecureapps and allow access.
4. Login to your nopCommerce, then go to Configuration -> E-Mail Accounts and Add new or Edit existing account.
5. Now use below listed settings:
Email address: Your email
Email display name: your website name
Password: Password. (NOTE: If you are editing existing account, don't forget to click "Change password" button.)
Use default credentials: Unchecked.
6. Save changes.
7. That's all. You can send test e-mail, but everything will work.
It can be caused by few problems. Please try to look at this steps:
1. Ensure that SupportVersions field in Description.txt matches your current nopCommerce version
2. Ensure that it exists in plugins directory (it have a right folder structure)
3. Reload list of plugins
Probably you didn't clear cache in your browser. Just hit the CTRL and F5 buttons on your keyboard, it should solve the problem.
Second way, maybe you don't replace CSS file?
If you are changing your files quite often and it starts taking a lot of time? You can do it faster with our Theme Editor plugin for nopCommerce.
Surrounding us a popular buzz word - SEO is dead, is not true. In the newest Weekly Tips article I will show you a few tips, how to rank higher your nopCommerce store in the search results. That is simple, trust me, you don't have to be a guru in search engine optimization. Just follow this few steps and for sure, it will bring you an effects.
It's basic step. You should start from this point. You have to be sure that your pages have unique meta title, meta description and keywords. The worst thing you can do it's duplicating meta tags.
“2 seconds is the threshold for ecommerce website acceptability. At Google, we aim for under a half second.” Maile Ohye, from Google
Answer is above. Users are impatient, if they know that another store exist, they will exit from your site and look for it, it happens when your store is loading indefinitely.
You need to understand that a faster store is a better user experience (UX) and better user experience leads to higher conversion and as you may know, higher conversion leads to higher incomes!
Look at the e-commerce stats below, the answer is obvious:
You need to know that SERP will have more features. In recent years, the results were showing only title, description of the website. Now, SERP (Search Engine Result Page) comes with snippets. Look at the example below:
More details about featured snippets, you can find on support.google.com.
You don’t have a company blog yet? It’s best time to change that. Share with people the latest information from the industry, post reviews of yours products, share with people tutorials on how to properly use your products. But remember, it should be a unique and important content for them!
For example you have online store with spices, maybe great idea to gain new customers is to write blog of recipes.
Ignoring Analitycs Tools is very expensive thing. Please imagine that you are spending 1,000$ per month on social media campaigns, AdWords, but you didn’t improve your site statistics. In this case, it is very important to analyze it, at which point our new customers switching from further use of the store. Maybe our target group not use channel on which you are focusing your promotion actions.
I would like to introduce our new series of articles. Once a week, we will publish a short tips, good practices and tricks in nopCommerce on our blog. Weekly tips will contain content for a beginner users and also for the developers or more advanced nopCommerce users.
If you have a problem, which we should explain in Weekly Tips, just give us a word! For sure, I will consider it.
If you want to create nopCommerce based online store, probably you want to have a store in your native language. The fastest way is to look at the nopCommerce marketplace and download or buy language pack with your language.
After downloading a zip file, extract it and go to Admin panel -> Configuration -> Language -> Add new. Fill necessary fields and click save changes. After that, you will be able to import resource strings.
nopCommerce language packs contain a few hundreds of resource strings. Each part of store contain resource strings. Sometimes when you will find a strange string like Account.AccountActivation.AlreadyActivated. It means that some of resource strings are not translated in your language pack.
Fixing it is one of the easiest process in nopCommerce. Just edit your existing language, click the "String resource" tab and click "Add record" button. As it is shown below on the image, you need to fill two fields - String resource and Value. If you find any missing resource string just copy it and paste in the "Resource string" field, then enter the translation in the "Value" field.
As you know, nopCommerce is an open source e-commerce solution. It's highly connected with the community. Despite the fact that from nopCommerce Team we receive a functional online store, we need to customize it. If the nopCommerce plugins database doesn't meet your needs, you need to create an extension, theme or language pack. Creation of language packs is a very simple process. After nopCommerce installation, just go to Admin Panel -> Configuration -> Languages -> Edit an existing language. On the new page you will have button "Export resources". Click it and save on your computer.
You will download an XML file. Inside, you will find all of resource strings, existing in your nopCommerce store. What you should do? There are a few ways, but the most common and most comfortable is to change existing translations, because you will know its exact meaning. Sometimes the length of resource strings causes confusion, trust me.
After that, export the Excel file to XML. Sometimes you will have to enable "Developer" menu in your Excel.
The last step is to import resource strings to nopCommerce (button shown on the image above). If you created a language pack, because you didn't find it on nopCommerce.com/marketplace, you can upload it here for another members of community. Maybe someone is also looking for it? We are creating a Polish language pack for each version of nopCommerce after each update, then we are uploading it for free!
It is true that nowadays you can do everything with mobile apps. You can choose apartment, flight, reserve a table in a restaurant or do the shopping. For sure, life is easier with mobile apps.
Let’s start with simple statistics. In 2017, an estimated 65% of the population already owned a mobile phone. Most of them are spending over 90% time on mobile apps. It is an enourmous number of users, which you should convert into your customers.
Over 50% of people browse products on mobile, but only 10% buy that products on mobile, why? Probably responsive websites are not enough to meet their requirements and needs. Is it true? People have habits, average user spends 5 hours on mobile a day. They get used to certain interfaces. That's why they don't want to learn new interfaces on your mobile, responsive websites. Look at yourself. I remember times when I decided to change my phone from the device with Android to device with iOS. It was a huge jump and it took a lot of time to get used with the new interface. Remember about it, when you are thinking about mobile app development.
Xamarin is acquired by the Microsoft software company started in May 2011. Each developer is able to write iOS, Android and Windows applications with shared code. Over 15,000 companies rely on Xamarin. Since Xamarin is a free solution, number of apps using Xamarin are still growing.
The main advantage of using Xamarin is one technology stack to code for all platforms. Process of code sharing is prestented in the image below. Professionally speaking, Xamarin uses C# and native libraries covered in .NET layer for multi-platform mobile app development. In most cases, applications built with Xamarin are compared with native mobile apps in terms of performance, user experience and security. Xamarin allows you to create a specified user interface for each platform.
What is important for you? Probably you are a .NET developer, it is the reason why you will learn Xamarin easily.
Mobile apps written in Xamarin are in 100% native. You won’t see a loss of performance in it.
Each Xamarin mobile application is designed for each platform. Each interface will have own, native design, which will give only the best feelings to your customers.
Xamarin allows you to create updates and make maintenance easier than you think. You don't need to create few updates. Just make changes in your Xamarin project, then you need to upload the same solution to each mobile store.
C # is a language that can be used by developers creating mobile or web applications - this is one of the great advantages of using .NET.
Furthermore .NET is an open source software. It doesn't mean that users have the possibility to change everything in it. Open source gives programmers possibility to improve .NET and add functionalities which can speed up the process of writing applications. The source code of .NET and Xamarin are available on GitHub, so everyone has access to it.
Taking into consideration comScore statistics number of global mobile users is still growing. Since the 2015 year, the number of mobile users is greater than desktop users. The Flurry data shows that U.S consumers continue to spend their time on mobile rather than desktops. What is crazy – U.S consumers spend almost 5 hours per day on their mobile phones.
As Flurry statistic shows, users spend 90% of time on mobile apps (stats are from 2015). In 2014 users spend on browsers 14% of the time, now it is only 10% and it is still going down. What is important for you, time spend on gaming loss ground to social apps.
While we are talking about mobile purchasing. Almost 30% of customers, start journey from searching. If you have online store with apparel, clothing or electronics it is an important fact for you, because 26% of customers start purchases not from search engines, social apps, they start searching from your branded mobile app. What they will do if you won’t have one? Maybe they will look at your website or maybe they will choose a competitor which have own mobile app.
Source: Google Think Insights
First of all. When you are decided to create Xamarin mobile app you need to be prepared for the costs. It’s not cheap, we won’t charm you, but for sure it will successfully boost your business. The Xamarin mobile app gives you many advantages in other areas. I will try to point out the most important of them:
Native app gives you better view for your customers. Look at our example. On the left image you can see a nopCommerce mobile app, on the right image you can see a demo store opened in Safari web browsers. Which is better for your customers?
Think about registration and login usability. Mobile app have shorter way to register and login than a website. Just open app, click register, do it with external authentication methods or email. It is faster than opening mobile browsers, entering the store URL, searching for login or register links, waiting for redirection, filling form and finally login.
What’s important for you? For sure it’s a fact that mobile apps are faster than responsive sites. Indirectly users also need to make less clicks to open and use mobile app than responsive website.
Xamarin Native apps are faster than web apps because they store user’s data settings locally on the phone – Web apps on the other hand download the data from servers. If you have a poor internet connection it can cause a big problem.
When you decide to create a Xamarin mobile app, you need to know that you will get something special. Place on the users mobile desktop – phone main stage. What they will see? Icon of your app – probably it will be your company logo. When they will open your app they will see a customized splash screen. The examples you can see below:
As the Domino's Pizza example shows, developing a mobile app can bring many profits. One of it is a sales growth. After mobile application implementation they noticed 75% growth of online sales. It is for sure motivating score for you.
If you have a nopCommerce mobile app for your store, you are able to publish it in the App Store or Google Play Store. What does this mean for you? Customers can leave reviews about your store easily.
It is known for years that possitive or negative reviews about products or services are very important for each customer in their purchase decision process.
As you may notice, after reading this article, mobile application is a must have tool for your nopCommerce store. It's not just the nopCommerce plugin or nopCommerce extension. It's an independent tool which will increase your sales and increase your incomes. You can create fully integrated nopCommerce mobile app with the customized nopCommerce theme. Incoming year will bring many new great e-commerce mobile applications, which will change the e-commerce industry.
If you are not convinced yet, look at our demo application available on AppStore and Google Play Store. Look at your competitors? If they don't have an mobile application, it may be a Unique Selling Proposition for your store.
#nopCommerceGoesMobile - check our mobile application based on Xamarin here: