What is Good Customer Online Experience?
                     What is Good Customer Online Experience?
Jenny Knight
Writes for 
Small and Medium Business Corner & 
SMB Corner
Customer online experience would mean customer’s encounter with the 
company’s product and services through digital devices, like PCs and 
smartphones. Many people research on internet for the product before 
taking a decision on purchase. This research to compare prices or find 
location of the store also comes under customer online experiences. Any 
downtime issue with your website may spoil the customer online 
experience. Here comes the role of a good website monitoring service 
which monitors your website for good customer online experience.
Website Should Load Fast
For a good customer online experience website should load fast within 2 
seconds as this is the first impression. Online customers have less attention 
span and they are more impatient. You are asking too much when a 
website page takes 3 or more than 3 seconds to load. The online customer 
counts this as unfavourable experience and blame the company 
immediately. Website load time is very crucial to business as not adhering 
to it makes you loose business.
Navigation
For a good customer online experience navigation on the website should 
communicate properly. You need to develop descriptive labels. Visitors do 
not want to see Videos or white papers. They come to website for 
questions and they need answers to them. In website navigation items at 
the start and end are more significant as it catches the attention of the user.
Shopping Basket
Shopping basket should be easy to buy. People come for online shopping 
because they want to purchase the item with just one click of the mouse. If 
you make shopping basket simple and user friendly it will result in good 
customer online experience. You should avoid sign up process and 
alternatively stick to social media sign up and use existing accounts of 
customers for example paypal. Check out process should be shorter and 
must not exceed 3-5 steps. You should make the customer feel secure on 
your web by sticking to SSLcertification. Adding a chat or phone support 
options on check out page is a good option. Communicating with the 
customer during the check out process is good thing. Keep the customer 
involved by making them aware of the progress saying “you are almost 
there” etc.
User Interface
For a good customer online experience the user interface of the website 
should be simple. UI of the website should help the user to complete the 
task. The UI design should include modern aesthetic appeal with minimalist 
design. Dialogues should meet the objectivity and contain information 
needed by the customer. Error messages should help customer resolve the 
problem. We should not make the customer memorise too much. We 
should make instructions, objects and options visible and thus the 
customer will not have to memorise too much. The fonts chosen should be 
user friendly. While selecting fonts, you must identify best tools available 
for designers. Some examples for a good user friendly fonts are: OPEN 
SANS, RALE WAY and DENSE.
For the Effective Customer Online Experience Business Should follow These 
Strategies:
1. As the saying goes a first impression is the last impression, the 
customer’s impression about the brand follow the same. If customer 
experiences that website is down before you could figure out and do 
anything to resolve the issue, then you may loose the customer for ever. 
Website monitoring services constantly monitor your website and make 
you aware about any downtime issues instantly. With website monitoring 
service you can stop the bad customer experience occurring with your 
website. If you are consistent in providing good experiences to your 
customer then the customer is definitely going to be loyal to you in future.
2. Your way of working should rely on feedback system. Customers should 
be able to share their opinions about the online experience. Based on their 
feedback you can do the changes on your website and meet their demands.
3. Server monitoring : If the website is hosted on-premise and the website 
generates revenue for you then the server monitoring service provides you 
dead or alive declaration. While going for monitoring all the parts of your 
website should be monitored including web apps, chats, CDNs, shopping 
cart and payment processors. The significance of this type of monitoring 
can be equated with customer experience.
4. A company’s CRM should be able to integrate all interfaces with the 
customer across all the channels. Let it be chats, e-mail, phone or social 
media. For an instance if you are asking customer’s address details on e-
mail, he shouldn’t be asked for address details on chat or phone.
5. Credibility and Reassurance
This is very important aspect of online business. The customer should build 
a relation of trust with you. Customer trusts people and not the websites. 
For this you will have to design about us page properly by mentioning 
message from the CEO of the company with other relevant informations of 
the company. You should appear a professional to the customer by 
providing contact information, customer help line and FAQs . You should 
use SSL certification to make customer feel secure. SSL stands for secure 
sockets layer which encrypts data between the web server and the web 
browser. You should stick to HTTPS websites rather than HTTP website. 
HTTPS is the secure version of the HTTP and it means that over HTTPS the 
data between the website and the browser is encrypted.
4. A company’s CRM should be able to integrate all interfaces with the 
customer across all the channels. Let it be chats, e-mail, phone or social 
media. For an instance if you are asking customer’s address details on e-
mail, he shouldn’t be asked for address details on chat or phone.
5. Credibility and Reassurance
This is very important aspect of online business. The customer should build 
a relation of trust with you. Customer trusts people and not the websites. 
For this you will have to design about us page properly by mentioning 
message from the CEO of the company with other relevant informations of 
the company. You should appear a professional to the customer by 
providing contact information, customer help line and FAQs . You should 
use SSL certification to make customer feel secure. SSL stands for secure 
sockets layer which encrypts data between the web server and the web 
browser. You should stick to HTTPS websites rather than HTTP website. 
HTTPS is the secure version of the HTTP and it means that over HTTPS the 
data between the website and the browser is encrypted.
Cost of Downtime
An Unplanned downtime cost you heavily. There has been many studies 
conducted to calculate the cost of downtime in terms of lost revenue. This 
amount comes approximately between $ 90000 to $ 100000. In addition to 
this studies have also revealed that companies in the field of 
manufacturing, telecommunications, financial services and energy make 
the most of revenue lost during unplanned downtime.
In our discussion we have clearly outlined the importance of creating a 
good customer online experiences and in the meanwhile we have also 
discussed the importance of website monitoring services and cost of 
unplanned downtime. Website monitoring services help us retain our 
customers and plan downtime and thus lowering the cost of downtime in 
terms of revenue.
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Thank you for time in reading this article!