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
Increasing Conversions by Referring Consumers Elsewhere

January 26, 2012 • Pamela Hazelton

Zappos.com's customer service is legendary. It's been known to order pizzas for customers, to take special product photos for customers, and to help customers match items and colors. It also refers consumers to competitors when they request products Zappos doesn't carry. Referring cons...
Customer Service
The Zappos Effect: 5 Great Customer Service Ideas for Smaller Businesses

March 21, 2011 • Armando Roggio

Zappos, the online retailer, has used incredible customer service to create an extremely loyal customer base. Small ecommerce businesses that want to grow would be wise to take a lesson from Zappos. As an example of Zappos' almost insane customer care, the company has even been known t...
Customer Service
The Shopping Experience: SportsRCool Offers Exceptional Customer Service

March 19, 2009 • Armando Roggio

If you visit the "About Us" section on the SportsRCool website, you'll find a simple promise to offer the best possible products and customer service at the lowest available prices. And the company certainly delivers where customer service is concerned. Each month, Practical eCommerc...
Customer Service
The PeC Review: Boldchat is An Easy-to-Use Live Chat Solution That May Improve Sales

January 2, 2009 • Armando Roggio

BoldChat provides online communication software that allows Internet retailers to actively engage customers and potentially increase both conversions and profits. The BoldChat software (I tested version 5.20.3240.27126) was a responsive and powerful solution for live chat on any ecomme...
Customer Service
Protect Customers' Data Or Lose Your Business

April 14, 2008 • Pamela Hazelton

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 • Pamela Hazelton

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 • Pamela Hazelton

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 • Pamela Hazelton

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 • Pamela Hazelton

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 • Pamela Hazelton

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 • Pamela Hazelton

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 • Pamela Hazelton

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...