Customer service

franke1 · 12-07-06, 01:21 AM

Customer service should be written all over your site. From tips, to free reports, to guarantees, to fast and reliable shopping. People want to know you know what you are talking about and can deliver the goods they want. Give a little and I guarantee you'll get in back tenfold.

penguinmama · 12-07-06, 01:44 AM

Yep. Nothing more irritating than trying to do business with a site that has NO contact information available. While I generally like having an email address with which to contact them, there are times when a phone number would be better. Having both on the site makes you accessible to the users, and they like that

kconnections · 12-16-06, 06:51 AM

Yes it is frustrating if a company does not offer easy ways to contact customer support. And i agree there are times when a phone number would be better.

reviewer · 12-27-06, 01:55 PM

Put a "Contact Us" link on your main menu. Companies that hide their customer service information, and force me to use their knowledge base even though I know my answer can't be there, don't get my business.

SeeMe · 12-27-06, 05:39 PM

Customer service is the most important thing you can offer. I don't know how many websites I have visited that are just frustrating. If they aren't user friendly and people can't find what they are looking for, you won't be able to sell your product, no matter how good your marketing strategy is.

reviewer · 12-27-06, 05:56 PM

Exactly. I want to make sure I'll be supported, even if I'm not looking for your service right now. I want to have your number or email to be easy to find, and if you use only email, you had better have a good response time (under 24 hours).

Elizabeth26 · 12-27-06, 11:26 PM

Quote:

Originally Posted by reviewer

Exactly. I want to make sure I'll be supported, even if I'm not looking for your service right now. I want to have your number or email to be easy to find, and if you use only email, you had better have a good response time (under 24 hours).

Yes, I feel that you should respond in a timely manner. I hate when I order from people and I don't get a response or tracking information. I'm left wondering if I have been scammed and then the package just show up in the mail.

reviewer · 12-28-06, 12:44 PM

Email confirmations are pretty much standard these days. Even a small business can easily send out a courtesy email that an order is received / package is shipped.

SeeMe · 12-28-06, 02:30 PM

That's true, email confirmations should be standard, but it always surprises me how many companies don't do that. We ordered all the blinds for our new house on the internet, and the blinds are great... but I'll never order from the same company again. They were custom made, so they took a long time to ship. They charged our credit card immediately, but never sent updates - we had to keep following up. When you purchase something that costs that much you don't want to feel nervous about your investment. We did our research in advance, so I knew they were a reputable company with a good product, but after the service experience, I don't really care how good their product is. And I won't be recommending them to others either.

Elizabeth26 · 12-28-06, 11:31 PM

Quote:

Originally Posted by SeeMe

That's true, email confirmations should be standard, but it always surprises me how many companies don't do that. We ordered all the blinds for our new house on the internet, and the blinds are great... but I'll never order from the same company again. They were custom made, so they took a long time to ship. They charged our credit card immediately, but never sent updates - we had to keep following up. When you purchase something that costs that much you don't want to feel nervous about your investment. We did our research in advance, so I knew they were a reputable company with a good product, but after the service experience, I don't really care how good their product is. And I won't be recommending them to others either.

Yeah I agree there are a lot of companies that doesn't send out email confirmations. I have dealt with a few. I recently bought some clothes from a wholesale site and paid by paypal. So I was waiting for some kind of confirmation that my order was receive but never receive any information. I check the BB before ordering from the company but I didn't see any reports on the company. So I file a report with paypal and the next few days I received a package by UPS. Then the company emailed me a receipt and tracking information after I got the package. I will not be ordering anything else from that website.