Satisfied Customers Generate Sales There are six critical factors that motivate consumers to make a buying decision: Product, customer service, convenience, security, variety and price.
With eSupportDB's
Customer Service Support system, and its intelligent, continually growing, and expanding Knowledgebase based upon your company's products, experience and service you can offer your customers convenience, sales information, service and another significant criteria that's critical to any business but particularly to e-businesses and their online shoppers -
You Can Offer Trust.
Companies that provide information and service to support their products/services and their customers' online shopping
experience build customer trust. And that leads to sustained customer loyalty and increased sales.
The Problem:
Maintaining customer loyalty in today's global Internet economy.
Face it. It's no different in cyberspace than in the brick and mortar world except that in addition to
everything else it's now You.com versus Them.com.
Competition for customers for your products and services is fierce. With the simple click of a mouse, customers can find a site via a search engine and arrive at your e-business site in an instant. And, unfortunately, they can leave the site just as quickly! How do
you keep them there? More importantly, how do you keep your customers coming back? Whether you are an old established brick-and-mortar company or a new emerging
Internet business, the major differentiator between a successful you and your competitors will be the strength of your customer relationships. Like all relationships, these e-relationships will
be built on positive experiences and interactions, familiarity and trust. No customer is ever "typical,' and no sales or service transaction is ever quite the same. Many
customers are independent Internet users who work the Web for whatever products or services they want to buy. They will take full advantage of self-service capabilities such as frequently asked
questions, knowledge bases, product catalogs and product searches. At other times, they may prefer the "soft and fuzzy" feeling of assisted service/support when they deal with a
company. They want to be able to contact a company by phone, email, Web, chat or in-person if they have questions or need help. Up until now the only two choices open to customers
have been: self-service on the Web or assistance via a customer interaction center. Self-service is obviously low-cost for companies, and customers can do business the way they want when they
want. The cost of an interactive center's assisted sale is higher ( a recent survey shows an average cost of over $5.00) and requires staffing resources, but companies do have
direct contact with their customers. Sometimes, however, customers will have questions or uncertainties about either the products they're thinking of buying or the company with which they're
doing business. When that happens, most people like to be able to ask someone for advice. On the Internet that can be a real problem. Try and find a phone number on Amazon.com! Some
customers, if they have no personal contact option available, will simply fold their tents and go onto other pastures, and companies lose potential customers and sales.
eSupportDB 2000 now offers you a new, third option - in addition to self-service and in lieu of, or in addition to, the assisted service of a call center. It will enable you to meet your
customers' needs in a very timely fashion. Use our system to create a virtual sales person
, that helps your customers answer their questions through a unique knowledge base. If they can't find the right answer, allow them to contact your sales force via your web pages in a simple to use method which will allow you to assist them in a speedy, well managed way. You will make their overall experience a positive and informed one.
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