Online Business A-Z

Just another weblog

Top Three Online Credibility Builders October 12, 2009

Filed under: Credibilty,online business — Business Consultant @ 1:24 am
Tags: , ,

buildersThe best way to convert visitors to your site into your customers is to provide a guarantee of the credibility of your website and make them believe that you are not out there to cheat them of their money. The increasing number of sites being created with the intention of cheating people and taking their hard earned money without delivering what is promised makes visitors reluctant to trust any site. These are just some reasons why companies such as strive to do things differently by making every support available online for every different type of customer needs. Because customers play a vital role in the industry, they need to be convinced that you are a genuine and trustworthy seller. Visitors are more likely to trust a site that has a clear returns policy and provides live online customer support. In addition providing your contact details on every page of your website reinforces the fact that you are not hiding anything.

Live customer support software allows you to have a logo on your webpage indicating that live customer support is available. When visitors click on the logo a small screen pops up allowing them to interact with an operator. This lets them check on the merchant and get any questions they have, answered just like they could with a phone. The visitors’ confidence about the credibility of the website is increased by a live chat support system. It assures them of the legitimacy of the service you claim to offer and know that there are real people running the service. They are also assured that when anything goes wrong or if they aren’t pleased with what they get there is a simple way of contacting you.

Merchants selling on the internet should show that they are not hiding anything from prospective customers. This makes the inclusion of contact information on every webpage very essential. The visitors now know they have a way of calling the merchant easily and this encourages them to make a purchase.

When people buy online they have only had a look at a few pictures and read a brief description of what they are going to get. It is therefore essential to give them a chance of returning the product if they are not satisfied by it. A clear returns policy does just this. It lets the customer know how you deal with returns and refunds and what are the steps to be followed if they want to do that. Though no online seller would like to give refunds or returns, a returns policy is nevertheless a very important step in building trust.

A live customer support, a clear returns policy and providing contact details on every page of the website are three easy steps to building online credibility, increasing customer conversion rate and ultimately the ROI.

Stop Losing Online Customers

Search Engine Optimization and pay-per-click advertisements can help sellers market their services and attract visitors to their sites. But what really matters is how many of these visitors are converted into paying customers. This is where online sellers face the real challenge. The most common reasons why visitors don’t become customers is not finding the information they need, an example of which is a return policy, the site itself looking unprofessional or too slow in providing answers needed by the prospective customer. Good customer service should be an integral part of an online company’s survival plan.

An FAQ section must be included to make it easy for visitors to quickly get answers to the most common questions. In addition chats should be added for any other questions that a prospective customer may have. Those operating the chat software must be well trained and able to add a human touch to live chat software. Using live text-based chat software and phone support an online company can incorporate customer suggestions. It would also be able to answer questions about their product lines and redress any issues that may arise while they try to provide an excellent customer service.

There are many software like Live Chat or Autochat that can help an online seller provide 24/7 online support. But it is not really about how much an online seller invests in software that makes the real difference. The real difference is made by the people on the other end of the line interacting with the customers. The customer support team should have all the information that customers want and be able to provide it in a very friendly and effective matter.