The “Live Chat” form of ecommerce customer support has proven to be an effective way to engage with customers, provide service, and increase sales. Live engagement tools can be helpful as you shift your focus toward mobile devices, but there are some pros and cons you should be aware of. More...
A customer portal (aka a customer extranet) is a private, secure website that enables businesses to share files and information with customers. Whenever a user looks for answers to their questions from a customer service page, or through a customer service app on their phone they are using a “portal.” More...
Every design aspect of your ecommerce site is important, but the checkout page is particularly so. On average, more than 60% of users terminate their shopping session on the checkout page. To keep your cart abandonment rate as low as possible, make sure your checkout is designed with this checklist in mind More...
Keeping your ecommerce website up to date on the latest best practices in security compliance protects your business in many ways. Your data is safe, and so is your reputation with customers – who trust you with their personal and financial information. If you experience a breach because you didn’t have the proper security measures in place, you may face fines and legal penalties. As an example, Target Corp. settled claims over its 2013 holiday season data breach where they agreed to pay Visa issuers up to $67 million. There are multiple financial incentives for maintaining strong site security. More...
Chargeback fraud or “friendly fraud” occurs when consumers initiate unwarranted credit card chargebacks for items they knowingly purchased in an attempt to avoid paying for them. Chargeback fraud tends to increase around major sales and promotions – without wanting to miss out on a good deal, a consumer may overspend or purchase items they don’t need. Compelled by buyer’s remorse, they initiate a chargeback. More...