Posted on: 22 November, 2001
Author: Bob Osgoodby
Sure, the e-tools ... for an online merchant are great.We have up to the minute product ... on our web pages, ... that can follow up ... We have our ... mall, imm Sure, the e-tools available for an online merchant are great.We have up to the minute product selection on our web pages, andautoresponders that can follow up requests. We have our ownonline mall, immediate payment methods to prevent that "coolingoff" period, secure sites for financial transactions, and allsorts of e-tools at our disposal. But what is wrong? You're notbeing overwhelmed with sales, and barely making expenses.Stop for a moment. Why are potential customers leaving youre-store without placing an order. Assuming you have a decentproduct and prices, why are they not buying.Possibly they have questions that are not being answered, andwould like to talk with a live human being. The brick and mortarstore has the edge over the e-store, when faced with a customerthat needs personal contact to feel comfortable.If someone has reached this point, usually all they need is alittle assurance before placing their order. And here is thefunny part - they may not even want to talk with someone, but mayjust want to be sure there is someone they can contact if thereis a problem.If you don't list proper contact information at your virtualbusiness, you may be losing customers. Your name and e-mailaddress will go a long way. Even better, give them a physicaladdress and a telephone number they can call. You may wish tohave an "800" number, but you will get a lot of "tire kickers".Even if you don't give a free number, just the fact that there isa number listed goes a long way in allaying their fears.Let your potential customers know that if they have questions,they can email you their phone number, and you will call them.Many times, they won't as all they really wanted was to know isthat they are dealing with a real person.They say a picture is worth a thousand words - consider puttingyour picture on your web site. This gives instant identificationto your name and goes a long way in building customer confidence.E-commerce is here to stay, but the mortality rate of "wannabes"will be high. Those that remember the "Human Touch" will beamong the survivors. Article Tags: Human Touch Source: Free Articles from ArticlesFactory.com