Why Visitors to your Site Rarely become Customers

Like me, you probably acquire an increasing amount of your goods and services online. Whether it’s Amazon for physical goods, or TurboTax for your tax bill, we’re spending a lot less time in brick and mortar stores, and a lot more time in front of screens entering our credit card numbers. But think back to your first Amazon purchase or the first time you submitted your taxes online. These were not low stress moments. Here you are, sitting in front of a screen, about to give your credit card to a faceless business you’ve never transacted with. You’re wondering:

  • Should you trust them?
  • Will your product arrive on time?
  • Will they do what they promised?
  • Is it worth the money?
  • What will they do with your personal data?
  • Will they still be around the next time you need to use them?
  • What’s their refund policy?
  • Does anyone I trust use this?
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Topics: Website Conversion Optimization, Customer Experience, Customer Service/Support, answerdash, FAQ, Shopping cart abandonment, Content, contextual self-service, sales conversion

5 Best Practices for Providing Customer Self-Service with a Full-Service Feel

From banking to bill paying, self-service is the new norm. Consumers are increasingly being empowered to do almost anything themselves online, from checking prices to checking in at the airport. Where there’s a will, consumers want a way, and that includes procuring their own customer service.

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Topics: Customer Service/Support, Customer Success, Full-Service, Content, Self-Service