Tag Archive: customer service

Maintaining a Positive Image in Ecommerce

March 23, 2016  Published by

In ecommerce, consumers can’t assess the quality of the store, interact with sales personnel, or handle products – like they would in a brick-and-mortar setting. As such, consumers rely heavily on user reviews and overall brand reputation when deciding whether or not to do business with an ecommerce site. To ensure your customers are having satisfactory experiences with your ecommerce site, prioritize the following. [more] Always deliver Make sure that the delivery timetables you present to customers are as accurate as possible. Delayed gratification may have its perks, but customers will be upset if packages are not delivered when expected.…... View Article

Little Things you can do to Retain Customers

February 17, 2016  Published by

In ecommerce, returning customers are your bread and butter. Once the hard work of getting their attention, trust, and first purchase is completed, they tend to buy more (and more often) from you. In fact, returning customers generate about three times more revenue than new customers. Keeping customers engaged and coming back to your site is critical for ecommerce success. Internet marketing efforts like email newsletters and a social media presence are good for accomplishing this, but the other half of customer retention is providing customers with a good experience the first time (and every time) they purchase from you.…... View Article

Using Live Video Assistance to Convert Mobile Users

December 22, 2015  Published by

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] On desktops, text chatting with customer service reps allows customers to quickly get answers to specific questions. Unfortunately, the experience doesn’t translate smoothly to mobile: Typing detailed questions on a mobile device can be cumbersome Limited ability to continue shopping while chatting Extended response times from chat agents (who…... View Article

Customer Portals Explained

December 16, 2015  Published by

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] Creating a customer portal on an ecommerce site can have many benefits. Portals linked to a customer’s account can provide that customer with secure access to updates about their orders, back-ordered item status, returns, credits, and other useful data. According to multichannelmerchant.com, 91% of users say they would use…... View Article

Knocking a Customer off the Fence: Encouraging Purchases and Return Customers

April 15, 2015  Published by

Ecommerce companies already use lots of resources to get users talking about their products and interacting with their website. Still, the most difficult part is getting customers through the checkout process without abandoning the transaction. Most of the time, customers abandon carts because they have second thoughts; they search elsewhere for more information on prices, performance, and similar products. [more] To increase the number of completed purchases, ecommerce sites must reinforce the value behind their products so that customers feel ready to complete the purchase right away. You can do this by including certain features on your site, such as:…... View Article

How to Collect Feedback for a Better Shopping Experience

October 15, 2014  Published by

As we’ve covered before, the user experience of your ecommerce site can be one of the most important keys to its success. While you may be able to find some design flaws or suboptimal processes on your own, sometimes it’s better to get a different set of eyes to give you feedback. And who better than your customers? By implementing some of the below features, you can encourage your customers to leave constructive criticism that you can use to improve your ecommerce site.  [more] Multiple Choice Polls These can be a great way to collect feedback on specific features of…... View Article

The Benefits of Back-in-Stock Alerts

September 17, 2014  Published by

On one hand, it’s great if your ecommerce site has out-of-stock items – it means you’ve sold them all! On the other hand, they can cause bouncing website traffic and cart abandonment. If the item will be restocked, the product page should not be removed your site. Rather, you should implement a back-in-stock alert for your customers. [more] Back-in-stock alerts are not just a convenience for customers – they have benefits for the e-tailers who provide them. When customers opt-in for back-in-stock alerts, they give you contact information. Not only have you just saved a sale and kept the customer…... View Article

How to Run a Referral Program

March 26, 2014  Published by

You’ve probably experienced the power of referrals from your friends many times in your personal life. When a friend you trust recommends a new restaurant, recipe, or product, you’re more convinced that it’s worth your time. According to eMarketer, 68% of Facebook users are more likely to buy a product that has been referred by a friend. On top of that, Nielson data shows that 90% of consumers rely on friends’ recommendations when making purchases. [more] Without a doubt, referrals are powerful tools for increasing sales on your ecommerce site. While striving for excellent customer service and satisfaction is one…... View Article

How to Reactivate a Customer’s Buying Cycle

January 15, 2014  Published by

If repeat customers are your best customers, then it pays to try and keep them in a consistent buying cycle. If you notice that you have a large amount of customers who have gone months without making a purchase on your ecommerce site, it may be time to initiate a reactivation strategy to influence new purchases from old customers.  [more] Try these reactivation tips to lure your customers back: Strong Welcome: Reactivation strategies work best if you start early. Once a customer makes their first purchase, follow-up by sending a welcome email and introductory offer to entice them into making…... View Article

How to Manage Your Business Reputation Online

December 11, 2013  Published by

From a consumer’s standpoint, one of the disadvantages of buying from an ecommerce site is that there is no physical feedback. They can’t check out the quality of the store, interact with sales personnel, or handle products. Therefore, consumers tend to rely heavily on reviews when deciding whether or not to place an order with an ecommerce site. In a survey from Dimensional Research, 86% of the people who reported reading online reviews claimed that negative reviews influenced buying decisions. Positive reviews influenced 90% of the buying decisions. [more] Since online reviews can have such a big impact on an…... View Article