Customer Service And Product Support Are Still Very important Parts
Of Business
While many businesses work diligently and spend countless
dollars on advertising and marketing campaigns to get better
sales, those who do not put the consistent consideration into their
customer assistance and client support hard work may be throwing
their money down the drain. It's just as essential, if not
more, to close the transaction as it is to interest and entice prospects
to buy.
Sales Process
The online sales process has less human interaction than that
of conventional in warehouse checkout. Because of this, more is left
to the client. Consider going into a store and being asked to
run the cash register to buy goods. Scary? Yes. It also
not encourages the sale.
To overcome this problem, guide the sales practice online.
the customer's psychological needs; then meet every one. Because
sales representatives aren't personally available to assist visitors,
take extra time to proactively recognize any problems they may
go through before arriving. Exclusive of help – or motivation – the
prospect may click away and go elsewhere.
Each sale can be examined to five steps or components. These
are:
*Marketing – Getting the target audience and potential clients
*Believe Building – Enforcing the establishment credibility
*Assistance – Walk the buyer through the process by
meeting their requirements
*Presentation – Show them the product or assistance that
meets their needs
*Close – Finalize the sale
Studies show that seven out of ten visitors to the site
are prompt to buy. Make it easy for them to find what they're
looking for. guide them through the progression. Solve their problem.
Always pay as much concentration to marketing as to closing a sale.
When we spend funds and efforts marketing, but not enough closing
a sale, our hard work are fruitless.
Marketing can be accomplished through search engines, email
communications or advertisements that pull the prospect onto
the website. Credibility is developed by the appearance, reliability,
professionalism and accessibility of the site. Ecommerce
certification is an additional way to build trust.
Ecommerce Qualifications
Qualifications is a logo or icon placed on the website. This
logo means the credentials and references have been verified,
the business practices are routinely observed and more
importantly that the customers can contact the regulation
company should service go awry.
There are three major ecommerce certification companies that
can back up the online credibility: BBBonLine, TRUSTe and ePublicEye.
Although similar, fees and principles be different between each company.
One membership is all that's needed. So, when deciding to sign up an
ecommerce certification program, shop around and evaluate their services.
The biggest ecommerce certification program is disseminated by
the Council of Better Business Bureau, Inc. BBBOnline members
are members of their local Better Business Bureau, have been
reviewed to meet truth in advertisement rules and regulations, follow the
Better Business Bureau's good customer service practices, have
a real presence in the United States or Canada, have been
in existence for a minimum of one year and have a satisfactory
Better Business Bureau protest handling record.
BBBOnline merchant membership can be obtained at their website,
typing the name with org extension. When accepted, a merchant
receives a display logo for the website representing the
conformity with their service practices and will be listed
in the BBBOnline searchable database. If customers have
unanswered issues with the business, they can turn to the
Better Business Bureau for assistance.
TRUSTe is another ecommerce official recognition company. Websites
adhering to established privacy ethics and agreeing to
comply with TRUSTe oversight and customer resolve process
are awarded their online privacy logo called a "trustmark".
A displayed trustmark indicates to online users that the
website will openly share, at a minimum, what personal
information is being gathered, how it will be used, with
whom it will be shared and whether the user has an option to
control its distribution. Based on this information, users
can decide whether or not to disclose their personal information,
including credit card numbers, to the business.
TRUSTe requires member websites have or will generate a site
privacy statement. TRUSTe trustmark appliance can be handled
through their website, typing name with org extension.
ePublicEye is a similar qualifications corporation. ePublicEye
registered merchants agree to be continuously monitored for
reliability and customer satisfaction, to be independently
rated and reviewed by their own customers and to completely disclose
customer satisfaction records to their customers.
ePublicEye's senior members offer audio FAQ's associated to their
listing as well as audio interviews with owners and key
company managements. Their model behind this is based on
offering shoppers a better awareness of those behind their
website, their product knowledge and customer attitudes.
ePublicEye qualifications can be gotten through their
website, typing their name with com extension.
Email and Transaction Verification
Email builds customer assurance and trust in the services
or products. This includes confirmation messages and speedy
responses to their issues. Each correspondence is one more
opportunity to support the customer relationship. Some
automated customer service messages include order and
service confirmation, available-now notification, information
appeal responses, consignment or reservation notification,
billing and payment notices, malfunction notices, registration
and account information, cancellation, returns, refunds,
rebates and bonuses.
Most users prefer to receive only critical information in
their inbox. People are flooded with useless information
and emails each day. To successfully endorse transactions,
the goal is to quickly state facts, avoid spam deletion,
represent the company positively and avoid phone inquiries.
To put aside customer time and still deliver information they need,
clear subject lines are the best procedure. For example, a
subject line stating, "Order has shipped" completely omits
the need to open this email. Customers appreciate this and
the merchant reached its business communication goal.
Avoid bombarding customers with too many transaction notices.
Shipment of a product usually requires only two messages:
1.) A transaction receipt verifying the order immediately after
its done and
2.) A shipping confirmation including a tracking number in case
the customer would like to ensure the status.
What do the customers want to know? The business offline
offers come across in most frequently requested information. But,
sight-unseen, ecommerce brings its own set of customer
expectations. The most important information is a tracking
number. This gives proof that the package is on the way.
Let the customer know precisely what was ordered and shipped.
At last, give directions on what steps can be taken if
something goes improper. Most important information should be
at the top and effortless to find.
Always adhere to sound branding and design within customer
communications. Poor design elements can decline a company's
image, while strong design builds conviction, credibility and
professionalism.
Shipping and Payment
Every step of the way - from marketing and advertising to
transfer at their door, customer service should manifest high
quality and attentive care. How does the company maintain
customers and support repeat business?
Post an clear shipping and delivery guidelines as well as fees
and choices, such as gift-wrapping and expedited post.
Provide customers a full scale of services including ground
transportation, next day or second-day air service and
three-day delivery. Price around with carriers that offer
superb service, guarantees and acceptable prices – that pass
on to the customer.
When selecting a distribution carrier service, also consider how
they manage several delivery attempts, hold for pick-up and
Saturday delivery service, delivery confirmation, international
rates and return services. These all add worth to the
customer, and improve their impression of the company.
Shipping terms should obviously explain how the customer is
charged for delivery. Explain free shipping options and
requirements, flat rate shipping or price-tiered policies.
Payment methods are another way to offer convenience for the
customers. Offering a variety of payment options will avoid
excluding a possible sale. Secure payment processing may include
PayPal, personal checks, Visa, MasterCard, Discover, American
Express or bank debit cards.
In conclusion, outline the return and guarantee policy prior to
buy. Does the company offer a 30-day return for a full
refund, must products be in their original shrink-wrap or are
purchases final? Electronics and computer equipment may offer
warranties. Does the company sell extended warranties? What
is the standard product warranty? Reassure customers from the
beginning to build strong and long-term client relationships
with repeat business.
Review
Closing the deal is evenly important, if not more, than
gathering attention and appealing prospects to buy. Online
sales processes have less human interaction than does conventional
in store checkout. Because of this, more is left to the consumer.
Each sale can be broken down to five steps or components.
These are:
*Marketing – Reaching the target audience and prospects
*Trust Building – Enforcing the business credibility
*Assistance – Walk the buyer through the process by
meeting their needs
*Presentation – Show them the product or service that
meets their needs
*Close – Complete the sale
Ecommerce certification is another way to build online trust.
Certification membership allows a logo or icon to be placed
on the member website. Three major ecommerce certification
companies back Internet credibility: BBBonLine, TRUSTe and
ePublicEye. Although similar, fees and guidelines differ
between each company. Only one ecommerce certification is
needed. So, when deciding to join a program, shop around and
compare services.
Email can also build customer assurance and trust. Ways to
increase this is through order and purchase confirmation messages
as well as prompt responses to customer issues. Escape bombarding
customers with too many transaction notices. Shipment of a
product usually requires only two messages:
1.) A transaction receipt verifying the order immediately after
its ordered and
2.) A shipping confirmation including a tracking number in case
the customer would like to check the status.
Always post obvious shipping and delivery policies including
fees and options, such as gift-wrapping and expedited post.
Shipping terms should clearly give details how the customer is charged
for delivery. Conclusively, Outline send back and guarantee policies
prior to purchase. Reassure customers from the beginning to
build strong and long-term client relationships with recur business.