5. CUSTOMER SERVICE: With all of the work required to drive traffic to a website and make a sale online, there is an amazing number of websites that do not respond to information or support requests from their visitors in a timely manner.
Failing to respond to a visitor’s request for information can cost you a sale.
Also when you fail to respond to an existing customer that has a question about his order you can lose the potential for future sales from him PLUS any possibility of referral sales.
Unresponsive customer service is the Number One complaint of online and offline buyers.
Many websites fail in this regard due to poor planning in terms of what it takes to provide excellent customer service.
The focus of many website businesses is primarily on GETTING the sale without regard to how they treat the customer BEFORE and AFTER the sale is made.
On the other hand, some websites use an automate response system to handle their customer inquiries to acknowledge receipt.
This is a good start, but if you promise them that you will respond to their question within 24 hours, make sure you keep your promise or you will lose credibility and their confidence. When you respond to the customer, include their question to assure them that you have read and understood their e-mail.
Your answer should be as specific as possible along with your direct contact information. Use spell check to make sure there are no grammatical errors before you send your reply.
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