E-Commerce 1

Keeping more clients with better customer service
Keeping more clients with better customer service One thing we have to keep in the forefront of our minds as our business begins to grow is the power of customer service. After all, we are all in the business of fixing problems. Every client you have right now is your client because he or she had a problem and you fixed it, simply put. Never thought of it that way, this fact is true, and the reason you are reading this right now is, there is something you want to do better, or want to begin doing so in essence you are looking for a solution as all your clients are, when they call you. If we can remember this from the company level then we will look at customer complaints from a different perspective. When a customer complains, about a service or product, he/she does not really care about your product or service, what they care about is the problem they were, having in the first place that is as of yet unresolved. Your client has made a purchase from you, for you to fix there particular problem and your solution has come up short. The only thing that the client is looking for is to have his original problem fixed. Below is and example of customer service explained and how it has saved one client and created an onslaught of referrals from this client. Let us assume one of our clients calls in and begins to complain about how long it took our company to repair his pc. He also tells us there is another company online that does remote support and they have a 24×7 30 sec response time. In addition, it took us 1 hour to respond and 15 minutes for repair. So what do we do, the product he purchased (DirectTek core) clearly states response time to calls are 2-4 hours and our (DirectTek pro) has a 30 second response time and repairs average 8 minutes. Clearly, our client has purchased the wrong product and what he is upset about is the solution we presented does not fit his needs. The biggest mistake we could make at this point is putting the blame on the client. We could tell him that when we presented our solution to you, it was your company that chose the core product; furthermore, our response times are clearly indicated. We would be right in telling him that but we would probably be with one less client. Instead, we choose to use the opportunity as an up sell versus a loss of a client. we would tell the client in this example, “Sir we are sorry we did not live up to your expectations, but we do have a product that is better suited to you needs and at this time we would like to offer you our DirectTek pro. This solution will resolve your downtime issues and due to you being unsatisfied with our other product we will offer it to you at a 10% discount rate with one month free”. For us to do this our profit margin on that sale will be less then usual. We also have to give him a month free (more loss) but remember the client has already purchased the first product(profit) now he purchases a second product (profit) and he will tell his colleagues about how great our company is, (word of mouth) all in all I think the customer service went a long way. Good customer service does not have to be performed only in the face of problems though. One of the most profitable forms of customer service comes in the form of cross selling. Let’s use our insurance broker as an example. One of our clients (Associated Management) implemented a cross sale, customer service plan here’s how it works. They specialize in worker’s compensation they also carry automobile, fleet, and life insurance. They implemented a customer service call center which would call there existing customer to make sure they were happy with there current insurance solutions. They then began the up sell process of explaining to them the discount they would receive by converting there fleet, life and automobile insurance over to them. As well as making it more convenient to the client by having to only, keep track of one company instead of dealing with multiple companies. It lead to an 11.3% increase in revenue (recently implemented give us some time) Conclusion: Stay in the business of fixing problems and you will stand a better chance of staying in business.12 Years as an I.T. professional, jobs involve but not limited to Help Desk manager,Jr Admin, Sr.Admin,MIS Director,MIS Account Manager/purchaser,Technical Outsource Coordinator,Software Trainer,Network Design. Currently I.T. Consultant
Source: www.ArticlePros.com

Important Website Sections Of An Ecommerce Web Page
Ecommerce websites have become customized in terms of its features and elements that we come across based on the nature of business and target audience Different types of web page elements constitute in formation of a perfect looking and functional ecommerce website design . .Whenever a new customer lands on a ecommerce website, he/she must be having many questions in their minds regarding the products and services A well-framed ecommerce site has an enquiry page for their customers This gives the chance to the visitor to post an enquiry with your site Main aim of this page is to gather all relevant and necessary information from the customers so that they can be given response in an apt manner . . .For addressing an enquiry successfully you should know what type of information has to be collected through the enquiry forms This would lead to prompt and quick enquiry solution in lesser time Getting access to the customer’s email address is one of the most important piece of information It gives you the opportunity for initiating any future communication with them for any promotions by referring your customer database If you desire to get access to this useful piece of information than consider having a unique enquiry form page as a part of your website page design . .Most of the customers who tend to purchase products or services online go for credit card payment especially international audiences ‘Payment Gateway’ is an online payment facility by which you can get automatic credit card transaction processing This facility leads to secure processing of the customer’s credit card information .The credit card details provided by the customers are verified by the payment gateway for the available funds and its validity After completion of these details checking, the transaction gets completed .It is good idea to display the symbols of major credit cards on your web site’s home page It creates an impression that your company has professional ecommerce standards and quality You may not be able to show symbol of every credit card but you can provide a link to popular and accepted ones This would be useful for customers that own obscure credit cards . .You should have a checkout page also in your ecommerce website in order to complete the process This page is designed with the aim of collecting information from the user for smooth processing of their order Details pertaining to billing, delivery, payment and any important instructions can be found on this page .
Source: www.rsstnx.com