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?
Read More

Topics: Website Conversion Optimization, Customer Experience, Customer Service/Support, answerdash, FAQ, Shopping cart abandonment, Content, contextual self-service, sales conversion

Customer Service Physics and the Impact of Self-Service

Excellent article on the physics of customer service by Tim Pickard originally published on No Jitter. 

No surprise, self-service continues to climb in importance. Web self-service use increased to 76% in 2014, up 9% from 2012, Forrester research data shows. But have self-service channels completely removed strain from customer service contact centers? Have they improved the overall customer satisfaction scores?

Not exactly...

Read More

Topics: Customer Experience, Customer Service/Support, FAQ

Flip Your FAQ to Improve Your Customer Experience!

In the Seinfeld episode “Opposite”, George Costanza, Jerry Seinfeld’s best friend, realizes that every decision in his life that he has made is completely wrong, and has ended up the opposite of what it should be. In order to combat this, he decides to take Jerry’s advice of doing the opposite of what he normally does. While George’s efforts to do the opposite might seem to make matters worse, such as introducing himself as, “My name is George. I’m unemployed and I live with my parents”, his efforts produce great results, such as landing a date, and getting himself a job.

Read More

Topics: Customer Experience, FAQ