Category

Customer Service

Online customer service is just as important as offline, perhaps more so. To help businesses improve customer service, we cover live chat, chatbots, SMS, “policy” pages, “about” pages, contact-us forms, and more.

  • Customer Service

    Protect Customers' Data Or Lose Your Business

    April 14, 2008 •

    Back-end store security: It's the most important, yet the oft-overlooked parameter of running an online business. Without securing customer data, you have no claim to running a legitimate business. I often hear excuses of ignorance, which makes me wonder how many online store owners ta...

  • Customer Service

    On Vacation? Pointers To Stay Connected

    January 9, 2008 •

    I often find myself traveling with little notice. These trips include last minute family gatherings or clients purchasing new systems and wanting me by their side as they transfer data and confirm stability. Some months I’m gone more than I’m home. However, I’m fortunate enough to be ab...

  • Customer Service

    Numbers Should Not Dictate

    December 17, 2007 •

    They say the true measure of success for an online store is based on visitor and shopping statistics and analysis of investments for driving traffic to the site. The most common reporting method is Google Analytics, and with its recent integration with LivePerson (a live chat tool), sto...

  • Customer Service

    Treat Customers as Next-door Neighbors

    February 19, 2007 •

    People often ask me where I learned so much about ecommerce and business in general. I didn't attend business school, nor do my college degrees reflect what I do today. Besides being book smart and having been raised "old school," I accumulated the majority of my knowledge from experien...

  • Customer Service

    Who Runs Your Business?

    September 1, 2006 •

    I love to cook. It’s something my husband knows well, and new friends learn quickly. Those visiting my home think I’m going out of my way, but to cook a savory meal, regardless of the time it takes, is how I relax. I’ve been known to make specialty pies I don’t even eat only to call the...

  • Customer Service

    Is Live Chat Worth It?

    April 1, 2006 •

    It was a phase, until it started costing money and taking time away from already busy schedules. Too many business owners had the wrong expectations, so links to the tool are seen less these days. I’m talking about live chat between online stores and visitors. If used properly, though,...

  • Customer Service

    Email Etiquette is Good Customer Service

    February 1, 2006 •

    I had an interesting e-conversation a few weeks ago. It turned into a one-sided blast fest, with me at the brunt of it. The source? A business professional looking for work. I let it all roll off my shoulder, but something about it seemed all too familiar. I searched back through thousa...

  • Customer Service

    Your Policies Are Only as Good as What’s Posted

    November 1, 2005 •

    Since the holiday shopping season is upon us, now’s the time to double-check store policies. Besides privacy, security and shipping, policies are what decide what happens when there is a problem with an order. So many stores neglect these important requirements, then struggle to make th...

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