Client Tips
If you're like most
Internet-based businesses, you spend a lot of time pondering
the same two questions:
Use appropriate fraud protection measures.
Are you shipping expensive items? If so, be sure to use a package service that provides proof of delivery. There will always be some customers out there who falsely claim that a package was not received (and occasionally there will be packages that truly are lost or stolen). Since you bear the responsibility for those losses, you should take care not to put large amounts of money at risk.
Additionally, you should be aware that only U.S. credit cards provide address verification. If you accept orders from non U.S. customers, there is an increased risk of fraud because the customer's address cannot be verified. To provide additional fraud protection, CCNow performs manual authorization on some orders.
Present a professional appearance.
You've got a tough job: you need to convince people to buy something just by looking at a Web page. If your site looks amateurish, it will be a turn-off to consumers. They probably won't buy from someone whose Web site has spelling and grammar errors, or is loaded with screaming headlines and gaudy, mismatched color schemes.
Most of the people who visit your site will find the idea of ordering online unusual. We've been doing it for years and we still find it a bit unusual. So your site needs to inspire visitors with confidence. It should say that yours is the kind of company that does things right, and that if someone orders from you, it will be a good experience.
Of course there is no direct connection between the quality of your site and the quality of your company. A company could have a brilliant graphic designer and lousy products. But usually there is a connection, and that is what visitors to your site will assume. If you are unable to put up a good Web site, then it seems natural to assume that your company cannot deliver good products or services.
So check that spelling and grammar. Seek out graphics that give you that "professional look". And be sure to compare your Web site to others in your industry. Those extra efforts will go a long way.
Offer a CHECKOUT button everywhere.
Many of our clients forget this crucial step. You must place the View Cart / Checkout button at the top and bottom of every single page on your Web site. If you don't do this, a customer who is browsing your site will be unable to return to the shopping cart screen and finish the order. You will likely lose that sale.
For a good example of this practice, visit some of the larger online shopping sites such as Amazon.com. These sites offer a View Cart button at the top and bottom of every single page, even the home page.
Emphasize service.
As we mentioned before, most of the people who visit your store will still find the idea of buying online a little strange. You have to reassure them. The most powerful confidence builder is a top-quality site: high production values go to work directly on the visitor's subconscious. But it's also important to reassure visitors explicitly.
For example, if you are determined to provide great customer service, tell your visitors so, right on your site. You can let them know about CCNow's refund policy, and tell them that customer satisfaction is a primary concern.
If you try ordering online yourself, you'll find one of the biggest concerns that you have is: who are these guys? Did they actually get my order? Are they going to send me the products? When?
So make sure that you ship orders quickly. Web users want fast results. They don't want to hear that they should expect to wait 4-6 weeks for delivery; this is not 1974! Make sure they get their order in just a few days.
Remind customers of your relationship with CCNow.
To ensure that customers clearly understand CCNow's role as your online retailer, be sure to refer to CCNow in all of your communications with customers. This includes not only your online marketing materials, but also your packing materials and invoicing.
Proper identification of CCNow as your online retailer will also help customers remember the transaction when they receive their monthly credit card bill. This minimizes the occurrence of unnecessary disputes.
Be Real. Be Reachable.
Customers want to know how to get in touch with you if they have questions. Be sure to supply your E-mail address, your street address, and a contact phone number. You can also display CCNow's toll free customer-service number(1-877-CCNOW-77);
we're always happy to help with any billing questions
that may arise.
When a customer does send you E-mail, respond promptly! Customers deserve to be treated like gold. If you can, make it a policy to respond toE-mail within one business
day. Customers will be delighted to see that you care about them.
Anything you can do to show that you are "for real" will help increase orders. If possible, include an image of your catalog or building, customer testimonials, or even a brief company history.
Describe your products for what they are.
Be sure that customers are familiar with your products before they order. You can achieve this goal by thoroughly describing your merchandise, showing photos, and disclosing any important limitations.
What this means is: don't surprise the customers! If you're selling a book, how many pages is it? If it's a video, what's the running time? If it's a consumable item (such as food, cosmetics, etc.), what quantity is being sold?
If you manage customers' expectations before the sale, you'll avoid disappointing them later.
- How can I make customers feel safe buying online?
- How do I prevent customer-dispute problems?
Are you shipping expensive items? If so, be sure to use a package service that provides proof of delivery. There will always be some customers out there who falsely claim that a package was not received (and occasionally there will be packages that truly are lost or stolen). Since you bear the responsibility for those losses, you should take care not to put large amounts of money at risk.
Additionally, you should be aware that only U.S. credit cards provide address verification. If you accept orders from non U.S. customers, there is an increased risk of fraud because the customer's address cannot be verified. To provide additional fraud protection, CCNow performs manual authorization on some orders.
Present a professional appearance.
You've got a tough job: you need to convince people to buy something just by looking at a Web page. If your site looks amateurish, it will be a turn-off to consumers. They probably won't buy from someone whose Web site has spelling and grammar errors, or is loaded with screaming headlines and gaudy, mismatched color schemes.
Most of the people who visit your site will find the idea of ordering online unusual. We've been doing it for years and we still find it a bit unusual. So your site needs to inspire visitors with confidence. It should say that yours is the kind of company that does things right, and that if someone orders from you, it will be a good experience.
Of course there is no direct connection between the quality of your site and the quality of your company. A company could have a brilliant graphic designer and lousy products. But usually there is a connection, and that is what visitors to your site will assume. If you are unable to put up a good Web site, then it seems natural to assume that your company cannot deliver good products or services.
So check that spelling and grammar. Seek out graphics that give you that "professional look". And be sure to compare your Web site to others in your industry. Those extra efforts will go a long way.
Offer a CHECKOUT button everywhere.
Many of our clients forget this crucial step. You must place the View Cart / Checkout button at the top and bottom of every single page on your Web site. If you don't do this, a customer who is browsing your site will be unable to return to the shopping cart screen and finish the order. You will likely lose that sale.
For a good example of this practice, visit some of the larger online shopping sites such as Amazon.com. These sites offer a View Cart button at the top and bottom of every single page, even the home page.
Emphasize service.
As we mentioned before, most of the people who visit your store will still find the idea of buying online a little strange. You have to reassure them. The most powerful confidence builder is a top-quality site: high production values go to work directly on the visitor's subconscious. But it's also important to reassure visitors explicitly.
For example, if you are determined to provide great customer service, tell your visitors so, right on your site. You can let them know about CCNow's refund policy, and tell them that customer satisfaction is a primary concern.
If you try ordering online yourself, you'll find one of the biggest concerns that you have is: who are these guys? Did they actually get my order? Are they going to send me the products? When?
So make sure that you ship orders quickly. Web users want fast results. They don't want to hear that they should expect to wait 4-6 weeks for delivery; this is not 1974! Make sure they get their order in just a few days.
Remind customers of your relationship with CCNow.
To ensure that customers clearly understand CCNow's role as your online retailer, be sure to refer to CCNow in all of your communications with customers. This includes not only your online marketing materials, but also your packing materials and invoicing.
Proper identification of CCNow as your online retailer will also help customers remember the transaction when they receive their monthly credit card bill. This minimizes the occurrence of unnecessary disputes.
Be Real. Be Reachable.
Customers want to know how to get in touch with you if they have questions. Be sure to supply your E-mail address, your street address, and a contact phone number. You can also display CCNow's toll free customer-service number
When a customer does send you E-mail, respond promptly! Customers deserve to be treated like gold. If you can, make it a policy to respond to
Anything you can do to show that you are "for real" will help increase orders. If possible, include an image of your catalog or building, customer testimonials, or even a brief company history.
Describe your products for what they are.
Be sure that customers are familiar with your products before they order. You can achieve this goal by thoroughly describing your merchandise, showing photos, and disclosing any important limitations.
What this means is: don't surprise the customers! If you're selling a book, how many pages is it? If it's a video, what's the running time? If it's a consumable item (such as food, cosmetics, etc.), what quantity is being sold?
If you manage customers' expectations before the sale, you'll avoid disappointing them later.