Having open lines of communication with site visitors is imperative to your businesses success. Not only does it allow feedback, it also is a point of comfort and instills a trust in you as a reputable marketer. There are simply too many people that have been scammed online with little in the way of communication available on the site or on receipts. For this reason, people always look for this before making a purchase or joining lists. They often want to feel as if they are similar to a consumer that can walk into a store with a complaint even though they may never have an issue. You simply need to make sure that they can contact you in a few different manners and this article will offer some ideas as to how to open that door and leave them comfortable with you as a source for some of their needs.
Question and answer portals are a fine way to allow someone to feel at ease with you as an online vendor. We are not talking about a Q and A page that answers the most common questions asked though this is recommended as well. We are talking about a platform similar to a social media wall where people post questions and at the earliest convenience, you respond. This is not as difficult as you think as even the freebie build your own sites, like Wix and Weebly, offer this addition to their templates. It is a great way to communicate with the visitors and leaves them comforted.
Another aspect you can consider is an online form that is promoted on the home page as well as throughout the site. These are simple and strictly state if you have a question, click the link. At that point they will be taken to a page that asks for contact information as well as a subject box for anything they may want to ask. These are often seen in the upper left area of your webpages off to the side. People typically like seeing these and will use them for more information. If the contact is positive, you also have data for a list as long as they are aware you will keep the information on record for such purposes.
You simply need to ignore the boasts of internet marketing that allows you to walk away and allow your system to just work for you. That isn’t the truth and you need to be active in monitoring your sites as well as answering people in a timely fashion. The quicker you respond, the better your chances of a sale. Remember, someone is interested right when they send a question and allowing 24 hours to go by before responding allows them time to cool off and lose interest.
Finally, include email addresses separated by departments in the about us section. It doesn’t matter if you are the only person; you need to sort incoming questions by category. Have an address for complaints, one for sales and another for general customer service. Organization is essential to quality customer service and prioritizes which should be answered first.
By allowing consumers access to different forms of communication you are setting up a relationship that is personal and one filled with trust. It is also how we keep consumers coming back for more of what you offer. Why would they risk saving a few dollars going to someone new with little in the way of communication? They would rather return to you for a guaranteed positive experience.
You may also like these articles:
Similar topics: Lines Of Communication, Communication, Communication, Customer service, Marketing, Weebly, Business, Online shopping, Retail and Wholesalers, Consumer, Direct marketing, Small Business, Social media,
English: Lines Of Communication Chapel alongside the B4393. (Photo credit: Wikipedia)
English: Lines of Communication. A model the fortifications built around London during the English Civil War viewed from the east. (Photo credit: Wikipedia)
English: Lines of Communication. A model the fortifications built around London during the English Civil War viewed from the west. (Photo credit: Wikipedia)