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14 August, 2018

Website Usability, How To Make Customers Happy

How current is your website? How easily can visitors use it? How is its overall look, navigation and feel compared to other websites? When your website has terrible usability, then the experience visitors have worse.

Website usability refers to how efficiently your visitors can use the website. Using the site is all about finding the product they came for or the information they want without the use of visual cues. If you aren’t sure what it means to be usable, then the chances are that you might need help relaunching your website.

The usability also refers to how well the website accomplishes the primary reason you put it up for. If it is to generate leads, how well does it do it? And if it is to provide information, are users getting the information they want without sending you emails about the same? Each page on your website needs to fulfil a purpose, and if the purpose isn’t clear, then the usability gets diminished.

So, how do you know if your website is living up to its purpose?

Google Analytics

The best way to understand how your website is performing is to use Google Analytics, a free tool from Google. Using the web-based software, you can check various aspects such as how long someone spends on a page, where they came to the page from, and what actions they did on the page and when they exited the page.

If someone lands on the page and the next thing they do is leave we call it a bounce. If you have a majority of the people leaving in such a hurry, then we call this a high bounce rate. A high bounce rate points to a usability issue, and it offers a bad user experience whenever they leave too fast to take any action.

Google doesn’t stop here with the metrics; it also gives you the ability to check how fast the page load s and mobile usability of the site.

The usability of the website depends on its size, with larger websites being harder to analyze compared to smaller sites with few visitors.

After understanding the level of usability, you need to put in place various measures to provide a great website user experience. Here is what you can do towards this end.

Provide Amazing Support

User experience isn’t supposed to end when someone purchases something from your website. Instead, this is the first step towards making sure your visitors get the best experience from your end.

Once someone purchases a product or signs up for the service, you need to try and make them a repeat customer so that they come back to the website. This I where proper customer follow up comes in. You need to talk to them and understand whether they enjoyed buying from you and if they can refer their friends to your site as well.

If they decide to come back to the website, will they get all the support they missed the last time? Having a support channel indicates to the visitor that they can’t get stuck at all because help will be just a chat away.

Refine the Website

Make sure you make a list of all the complaints that you get so that you can respond to any negative feedback. Don’t dismiss any complaints because then you won’t show your humane side. Many customers will leave bad reviews, but this doesn’t mean that you stop trying to improve the site for the benefit of upcoming purchases.

Take the suggestions into your stride and make sure you incorporate them into your website. If it is something that needs an expert touch, then talk to Toronto web design and development | Thinkbound.com to talk to the experts and get a quote on the task at hand. The good thing is that these experts also help you test your website performance and advice you on what to do to improve on it.

Final words

The way your website works is different from the way other websites work. What you need to do is to use analytic tools to determine how well the site runs so that you understand what your visitors are going through. Make changes as well to the whole design.