What makes your online shoppers happy? What makes them frustrated? Is it your store process? What about your product selection? How about your post-sales support?

In short, creating a positive experience with your customers is a complicated matter composed of a multitude of elements.

So how do you go about gathering those points? One way is to analyze your log files and understand where your users are falling off. You can do this by looking at session information and seeing at what page the session ends. Other ways include integrated code into your website, such as Google Analytics, by which you can see detailed reports on how users are converting in your store (from shopping to purchasing). And although those points will allow you to extrapolate and discover critical issues in how your users interact with your store, they won’t tell you how your customers feel about you as a company from which they purchase…an aspect which is critical to defining the online shopping experience.

Thankfully, getting that kind of information isn’t that difficult. First is customer feedback. You need to take a real-time pulse of your customers. Whether that’s at the time of purchase or after, a short survey can provide valuable information about how your customers feel when they are shopping in your online store. Second is support. When your customers have questions about the products or about their purchase, how do they ask them? Email? Live Chat? Phone? And how responsive are you? Can your customers trust that their question will be answered promptly and by a well-informed agent?

VeriSupport’s unique E-commerce Support Ranking Program can ensure just that. Using an army of live agents, VeriSupport will test your email response times, talk with your representatives on the phone, ping your live chat. That’s coupled with an integrated survey mechanism designed to capture real-time feedback about their shopping experience. The result is a snapshot of how your customer’s feel about your online store both during and after the purchase, invaluable information to ensuring that they have the highest-quality experience.