If you’re planning to take orders and accept credit cards, be sure your site is customer friendly. It goes without saying that you need a secure page when credit cards and/or personal information are used. But what about order follow-up that customers can do themselves—easily and 24/7/365?
If you order products from Amazon.com or BarnesandNoble.com, for example, you’ll notice that both have customer-friendly sites that even a non-techie can understand and navigate. If you need to check on part of an order at any time of the day, any day of the week, you can do so with a few clicks or perhaps a quick email to the shipping department. Easy!
When customers have questions before or after a purchase, they need a quick and easy way to get a response. The whole idea behind your website is that customers can use it any time of day or night. But even if your site can handle most of the questions and give your customers their tracking numbers, you still need to have a way for them to contact you directly. Email is a good method, but a small business should also be able to handle a phone inquiry, which gives many customers a comfort level with the business. So it’s a good idea to include a toll-free phone number at the end of the follow-up page for those who need more help. If you wish, you can forward the contact number to a cell phone so the customer doesn’t have to wait for a response. Or, you can just let customers know on the site that phone service is available at certain hours of the day.
Above all, make it easy for customers to order, follow up, and track their shipment, and they will be back to your site. Repeat business always pays off big!