Personalize your Customer Service with Streaming Media
by Ronni Rhodes
new york home improvement

Attention all of you doing business on the Internet!

You're now faced with the greatest challenge since E-commerce began. The single biggest issue today is one of Customer Service - how to provide it; how to implement it; and how to let your customers know that you care if they are happy and comfortable with their web shopping experience.

If you're a small business owner, providing quality customer service presents you with opportunities to truly personalize your web business and to capture some of those shoppers who have been less than satisfied by some of your large competitors. One of the ways to accomplish this is to make your customer service function highly visible and readily available to your visitors. How, you ask? Use streaming media presentations to guide shoppers through your site facilitating the ordering process and entertaining them at the same time.

The most frequently cited complaint among web shoppers is that they don't know the people "behind the counter." And that they often cannot even find an address to which to write or a phone number to call! Streaming media can easily help you to wipe out that objection. Liven up the site with a video that introduces your visitors to your "real, live customer service manager." Since that is probably you if you're running an Internet store, you can spend a few minutes introducing yourself, talking about your business, and letting the customer know that you're available when there are any concerns or questions relating to the merchandise offering or to their shopping experience.

We've all read the statistic that almost two-thirds of all shopping carts are abandoned before ever reaching the checkout line. There are many reasons for this, but the most common one is that the checkout process is too complicated and time consuming. What if you had a streaming audio that explained the ordering process right on your main page? It could be a welcome message to the visitor from the "store manager" who's eager to help the visitor have a hassle-free shopping experience. The audio could explain how to use the "store directory" to locate products, how to use your shopping cart, and what to do when the visitor is ready to pay for their selections. You could even combine the audio with some explanatory graphics for a truly dynamite presentation that would help your shopper and entertain him or her at the same time!

What about your site's return policy? (Another big source of discontent among Internet shoppers.) Have your "store manager" deliver another audio presentation which clearly states how and when you'll accept returns from your customers. So simple, yet so effective. The text detailing the policy can then be placed somewhere on the site as a clickable link if the customer still wants to read the policy.

Do you sell a product that requires very detailed instructions? The absence of a store level expert often causes Internet shoppers to hesitate when trying to purchase this kind of product. Why not have a simple instructional video that shows the customer how to assemble and use the product? You and your employees could demonstrate the assembly process and even set up some "what if this happens" real life examples.

You own an Internet Party Shop. Some of the party table centerpieces can be difficult to put together. A short video clip can be made showing how to "build" the centerpiece. When the customer receives his order, the instruction sheet can direct him back to your website so that he can see how it's done.

Video can also be used when demonstrating safety features. You sell child safety seats at your Baby Shop. Why not have a video showing parents the proper way to install the seat in the family car?

Use video to teach your customers how to get desired results. Your store sells home decorating supplies. Put up a video showing how to paint walls to achieve that "textured" look. Make a presentation that shows the proper way to hang wallpaper. Not only will you be adding value for your customers, you'll be making your site a worthwhile place to visit.

Streaming media is a very effective and affordable marketing tool. In today's world, where consumers have more purchasing power and choices than ever before, it can be used to make your E-commerce site stand out from the crowd and give your customers benefits that can't be found elsewhere. And, benefits often turn into sales. So put on your thinking cap! Make your site customer friendly with streaming media.

Ronni Rhodes is the owner of WBC Imaging, a woman-owned Internet company that specializes in web site enhancement utilizing streaming media technology. With her husband, Don, a broadcast engineer, they work with companies to incorporate streaming as part of successful and meaningful sales and marketing programs.

Please direct all questions and comments to:
Ronni

www.