Online Customer Care
Submitted by prasad on Mon, 2006-11-06 01:56.
There are few SIMPLE rules to increase the online visitor to buyer conversion ratio.
Different types of marketing can be done to get the buyer to the site, but ultimately he spends hardly a few seconds to take that decision to buy or not to buy.
What are those?
S: Site Name should be simple and easy to remember. In the micro seconds the user takes to buy an item, he also tries to associate the name with what he wants to buy. Make it easy to remember and representative of what he is supposed to be getting at the site. In the case of repeated buying items this is most critical.
I: Inviting Looks: This doesn’t mean that the looks should be flashy but at the same time it should be neat and clean. An inviting and elegant looking site boosts the first-level confidence of the potential buyer, who has landed up on your site and is looking at the site.
M: Managing Categories and displaying them prominently and suiting the buying patterns. It is about placing the right product at right place as well as providing easy maneuverability to choose and pick what he wants. A great search engine can be really helpful here.
P: “Payment Worthy†: The buyer has almost made decision to buy and he is about to checkout and make payment. At that moment the most important question is “Does the site enthuse Trust?†Are the steps involved in the actual payment quick and fast but at the same time trustworthy?
As per “Forrester Research “ Almost 30% of US consumers who go on the Internet do not buy products online. The biggest obstacle is concern about the safety of entering credit card information on the Web — 62% cited this as a deterrent. Over 50% of respondents said that they'd prefer to see an item in person before buying it. Factors related to delivery, such as cost, product condition after shipping and waiting time until delivery, all ranked lower. About one-quarter of respondents preferred to research online but buy offline.
Most of the time the prospect drops after putting the item in Shopping Cart. Put together the visual factors of trust on the site. It may also help to have a content in “About Us†enforcing trust. A toll free number or a working chat support also adds to the trust factor of the site.
L: The buyer has made the payment and you want to lock in his loyalty. Do you have memberships? Do you provide regular inputs in his area of interest? Does he get discounts next time he buys? Is it compelling for him to share his good experience with his friends and family? “Word of Mouth†marketing is one of the best in boosting conversion ratios and for that you will have to “Lock†the buyers loyalty with you.
E: Enhance continuously: The content / product options and general feel of the service needs to be enhanced continuously. The continual feedback during various stages of your interaction with buyers keep throwing cues to what he/she is expecting. Please take action and enhance the buyers experience while interacting with your site or customer care.
Isn’t it SIMPLE to boost conversion ratio?