Staying in Touch: How to Help Customers Connect with Your Company

Staying in Touch: How to Help Customers Connect with Your Company

When it comes to your e-commerce website, one of the easiest ways to alienate visitors is to make contacting you a difficult process. When a current or potential customer has a question or concern, it should be answered as quickly and efficiently as possible, so that he or she can go about the business of making a purchase.

Fortunately, there is an easy way to accomplish this objective. By prominently displaying multiple contact methods for your company, you stand the best chance of engaging with your audience and converting them into loyal customers.

What Happens When Visitors Can’t Contact You

E-commerce retailers rely on the quality and accessibility of their websites to generate sales. Although companies do their best to provide comprehensive information about their products and services to potential customers, questions are bound to arise that aren’t covered on the website. When this occurs, customers want to find answers quickly.

Having to click around for several minutes to contact a company is annoying, but discovering there is no apparent way to get in touch with a human being can be infuriating. Often, this drives potential customers into the waiting arms of competitors.

It’s not the loss of a single sale that should worry businesses. Thanks to the proliferation of social media, a scorned customer can easily post about their experience for their entire network to see. If they tag the company in question, this can create a hailstorm of negative publicity.

Trust us – you would rather have them contact you first!

Components of Contact-Friendly Website Design

Because people use different types of communications on a daily basis, the best e-commerce websites offer various methods of contacting the company. Some of these devices include:

  • Contact information. Basic contact information – including toll-free phone numbers, email address, and mailing address – should be conspicuously featured on every page, preferably in the top right corner.
  • Ask an Agent. Adding a chat feature to your website helps customers to interact with a service representative in real time without making a phone call.
  • Social networks. Your company is on Twitter and/or Facebook, right? Display social networking badges that direct customers to your social networking pages, where they can interact with you publicly.
  • Comment boxes. Give customers the opportunity to provide feedback, even if it’s anonymous. They’ll feel like they’ve stated their piece, and you’ll benefit from their free advice.

To cultivate lasting relationships with customers, communication is key. Make it easy for people to contact you, and you will certainly see an improvement in your bottom line – and your company’s good name.



Author Bio

Chris Caputo is the owner and operator of MetroMediaWorks, a digital development firm serving South Florida. He has a Bachelor’s degree in Management Information Systems and a Masters in Business Administration. His past jobs titles include Vice President, Technology for 944 Magazine and Director of Technology for Mirabel Technologies. He has over a decade of experience in internet space. Chris' passion is for finding a smart, faster, most cost effective way to get the job done. In his spare time, he is an avid runner, cyclist and coder.

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