Consider the competitive advantages of an online retailer. Customer service

is usually not the first thing that comes to mind, right?. Many eCommerce

websites, even the large well-known store, are infamous for impersonal, mediocre

customer service practices. And yet, the few internet retailers that

differentiate themselves on service become well-known case studies in client

care. In this article, I’ll share some of the best-practices I’ve seen over the

years that serve to differentiate companies on customer service.

Upgrade Your CRM Tools: Proper technology can go a long way to improving customer care. At the very least, ensure that your staff has the ability to view the history of previous interactions with a customer. It’s very frustrating when you have to repeatedly explain the situation to a representative.

Hand-written thank you on Packing Slip: Most packing slips are dull, impersonal, and useful only if you need to return the merchandise. On rare occasions, I’ve received orders where the packing list featured a hand-written, personalized thank you from a staff member. While this may not be practical for every order, it is a great way to impress select customers. Another idea might be to include the business card with contact info for a manager.

Assign Personal Customer Service Reps: Along with the order confirmation receipt that you send to your customers, also automatically assign each customer a personal representative that will field their questions. Send the email from this representative’s name, and include their contact info. Customers will be impressed that they have a “personal” representative assign specifically to them.

Call Customers Who Abandon Orders: When a customer starts an order but doesn’t finish it, follow up with a phone call to find out if there were any problems. Customers appreciate the gesture, and you will likely save many sales in the process.

Follow Up Surveys: Consider sending a survey email out with every order confirmation. While not every customer will complete it, your customers will know you care enough to ask their opinion.

Extensive FAQ Knowledge Base: Surprisingly, one of the easiest ways to improve your customer satisfaction may be to prevent needless customer interactions in the first place. No matter how friendly your call center representative, no customer will be pleased if they have to call you in order to answer a simple question like “how do I return a product?” Prevent situations like this by maintaining a searchable FAQ knowledge base that answers every reasonable question.

Live Chat: Many customers dislike the thought of sitting on hold for even a few minutes. Offering a live chat option can be an inexpensive way of answering questions for your visitors, and reducing the call volume for your call center.

Improve After Hour Call Center: If your business employs a 3rd party after hour call center that is off-site, make sure you frequently monitor the quality of care they are rendering. Make sure they are empowered to serve your customers as effectively as possible. If your primary call center is 3rd party, seriously consider bringing it in house. While this is not always the most affordable option, it’s necessary if you desire to give your clients your absolute best.

Free Upgraded Shipping: Surprise select customers by upgrading their shipping to 1 or 2 express. If you do this, be sure to send them an email letting them know they have been upgraded. This strategy was pioneered by Zappos.

Same Day Shipping: Most websites have a policy of shipping orders 1 or 2 business days after they are placed. If possible, selectively ship some orders the same day. The speedy delivery will be appreciated, though not expected by your customers.

Prominent Customer Testimonials: Place customer testimonials on more than just the “testimonial” page. Zappos features them right on their main customer service page. A word of caution applies here though. If you’re going to “brag” so to speak about your service, make sure you follow through!

Human Touch: Many online shoppers struggle with trusting an online merchant due to the lack of face to face interaction. Mitigate this weakness by showing pictures of your customer service staff.
Christian retailer C28 shows the picture of their customer service manager on the Help page as well as on every order confirmation email. In addition, below the picture is the manager’s direct contact info. Something like this can go a long way to instill trust in your company.

Detailed Product Pages: Answer questions before they are asked by always having thoroughly detailed product pages. Include all the relevant info a customer would want to know about your products. For more ideas on this topic, checkout my previous post on 25 ways to improve your product page.

Automatic Price Protection: Always honor sale prices of items that were previously purchased by customers. They need to be able to shop with this confidence. Better yet, automatically notify customers when items they have purchased in the past go on sale. Offer to apply the price difference toward a future purchase or just refund the amount. Sound crazy? Maybe, but it’s small cost that can win a customer for life.

Lenient Return Policy: Make sure your return policy is not unnecessarily complicated or rigid. How many times have you shopped at a certain retailer because their lenient return policy gave you the confidence you needed to buy? (Think Costco vs. Walmart!)

Thank You Calls: Call select customers and thank them for ordering. This personalized gesture will blow them away.

Thank You Emails: Email certain customers and thank them for their business. Be sure to include something personalized in the email that will convince them it’s not just something generic sent to everyone.

Do More than Fix Your Mistakes: When your business makes a mistake, be sure that you exceed your customer’s expectations when fixing it. If an item was mistakenly left out of a shipment, don’t just a apologize, offer that item for free. Many businesses find their most loyal customers result from a highly satisfying resolution to a problem.

Fix Other’s Mistakes: If a shipment is delayed or lost due to the fault of the shipping carrier, don’t just blame UPS, offer a solution. Offer to promptly re-ship the item, or at the very least, offer to take care of the problem with the carrier so the customer doesn’t have to.

Guaranteed Email Response Time: Most customers expect an email inquiry to be answered within at most 24 hours. If you can, guarantee a response time faster than this. Also, acknowledge the receipt of an email inquiry by employing an auto responder.

Secret Shopping: Used extensively by brick-and-mortar retailers, secret shopping is a great way to identify problems and keep your customer service staff on their toes.

Customer Centric Slogan: Show your dedication to customer care by prominently featuring a customer centered slogan that summarizes your company’s practices. A great example of this would be Zappos’ famous slogan on their home page: “We are a service company that happens to sell shoes.”

Free Return Shipping: One of the greatest stumbling blocks to online ordering is the thought of having to return the product. Consider sending customers a pre-paid return shipping label in the case of a product needing to be returned. Because this is rarely done by e-commerce stores, you will certainly set yourself apart in the mind of your customer.

Personalize Everything: Always great customers by name on the home page, and offer them personalized product recommendations based on previous orders.

Increase Number of Service Reps: It goes without saying that if you have a higher representative to customer ratio, you will have the time to better serve your clients. While not every business can afford this, if you want to differentiate yourself with outstanding customer service, it’s a must.

I once heard it said that “the enemy of good is not bad, it’s mediocre.” Too

many online retailers struggle with mediocre customer service. Many businesses

fail to realize their customer base is also powerful marketing machine. If

treated right, they can become to most effective viral marketing campaign

imaginable. Treated poorly, and they can become a PR disaster.

If you enjoyed this article, please view my other article on

improving your shopping cart and

improving your checkout.

Notebook Battery Iphone

VoIP (voice over IP) is a method of using your Internet connection for phone calls. Most broadband connections have sound quality that is comparable to using a landline or cell phone. At times however, you may suffer sound quality issues like voices becoming choppy or even drop because of your upload quality of your connection. Here are 8 tips to help you improve the sound quality of your VoIP service.

Check your computer specifications against the recommended specs from your VoIP provider. If your computer isn’t up to the specifications you can’t guarantee quality results. Running regular disk cleanups and upgrading your computer’s memory can help clear and create space on your computer that will affect overall speed and performance of your computer and improve your VoIP service.
Use a headset. A bad quality microphone can increase lag on the phone call.
Add a dedicated VoIP Ethernet connector or router containing a phone jack to your system – this will allow you to use an actual phone instead of a headset. Using a phone clears up many of the audio glitches that will arise because of the microphone or speakers.
Check your Latency. The lower the latency the more responsive your connection will be.
Close any running applications that upload data when you make your call. Quality sound can be interrupted if you’re system is bogged down with bit upload or downloads.
Increase your bandwidth. Check with your internet service provider to see if there are different service plans available. Optimize your broadband by looking for applications and programs that might help adjust your computers settings to take advantage of your broadband connection.Here are few programs to try that will optimize your system: BroadbandOptimzer from Macupdate (OS X)SG TCP Optimizer (Windows)Web Optimizer (Windows)
Upgrade your VoIP software. Make sure that you have the latest upgrades from your VoIP service provider. Updates can fix known “bugs” or problems and help you receive better quality from your provider.
Let your VoIP Provider know. If you’ve tried everything you can think of, contact your provider. They should be able to find out if you missed something somewhere and help you find a way to improve your connection.

In most cases the quality of VoIP is on par with any other type of phone service, but for those instance where it is lacking these tips should do the trick in optimizing your Internet connection for VoIP.

Footbath

A typical small business can sometimes get away with a simple or two-line telephone business from their local utilities. Couple that with a position and answering the phone and a few additional sets are in place. But as the company grew, he soon discovers that having the ability to use multiple lines simultaneously, the ability to quickly call in the office, among others will significantly increase the effectiveness of communication andEfficiency.

Once we have a simple single or dual-line telephone service, it starts to move into the world to explore the PBX. These systems allow the advanced features of forwarding to mobile phones, the ability to manage voice mail better, the ability to lecture at the expense of the lines. Another key capability of these systems is to obtain a main phone number for the marketing and use extensions for employees. PBX systems range in price and functionalityWe encourage you to seek those who would like it to your individual business needs.

If your organization has a large amount of mobile phone-based sales and marketing is a different type of system would be to explore what is known as a predictive dialer. It is a system based directly interacts with the telephone system. What happens with these systems is that they have the capacity, the process starts telemarketing brings greater efficiency in the company are to be automated.It consists primarily in shares of the sales staff to learn how to support them in making calls, recalls an ideal time for placement of calls and monitoring the results of a call to a better integration of sales staff with valuable information.

A predictive dialer can often ensure, together with other customer management systems (CMS) to monitor and do-not-call lists to ensure that your organization is not flagged as spam. To put it plainly is not responsible for predictive dialing through a series of numberswith pre-recorded voice "spaces" or offers. Eliminates manual processes through telemarketing and couples who are involved with the data that feeds the seller. Of this system is able to answer the call of both the seller and models that can predict people called for maximum efficiency and effectiveness.

The end result of using these advanced telephone systems is the simple happiness, through the customer's communication and greater efficiency for the economyDevelopment. E-mail and other forms of digital communication are so incredibly prevalent in today's world that can make a simple phone call to the difference. When using a phone system or a predictive dialer, or even both are your company's image and bring more success for the business together with the efficiency of a machine, but the quality of a person.

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