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E-Commerce Calling

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Posted June 11, 2001 By Robyn Greenspan     Feedback

Internet communication technology is revolutionary and does have a rightful place but sometimes a customer doesn't need to be "dazzled," just contacted. Take a moment to call one of your customers.

E-Commerce CallingVoice over the Internet, live chat, Net phone, Web meetings, etc. These and other new forms of communication technology often cause us to overlook a little invention that we've been using for more than one hundred years - the telephone.

Internet communication technology is revolutionary and does have a rightful place but sometimes a customer doesn't need to be "dazzled," just contacted.

So, surprise your customers occasionally by picking up the phone and calling them. Whether you personally make the call or a representative from your company does the dialing, it is sure to be unexpected and appreciated.

Avoid making these calls into heavy sales pitches; they should be for information-gathering and customer service purposes only. Some activities that may inspire a phone call to a customer could be:
  • A returned order - find out what prompted the return and what could be done to appease the customer.
  • A recent purchase - check that the merchandise was received and met with the customer's satisfaction.
  • A sale or special promotion on a previously ordered item - personally let a customer know that this is a good time to stock up on something they like.

Use the same discretion with phone calls as you would with e-mail - don't barrage a customer. Hopefully, your client base is so large that you won't be able to call a customer more than once a year unless there is an atypical reason.

Invite all levels of staff to get involved by setting up a calling schedule or by circulating a list of customers. Even the busiest employee can spare a moment to let a customer know that their patronage is valued.

Reprinted from ECommerce Guide

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