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Customer Service Is Dying- and I'm Not Feeling So Good Myself
Have you ever called a company and been greeted with the phrase “Hold, please”? How do they know you can hold? They don’t even know who you are. Maybe you can’t hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on...
Customers demand Internet privacy...
... and you'd better sit up and take notice! Customers concern over Internet privacy issues is on the rise, and for good reasons. Because of SPAM and phishing e-mails, identity theft and viruses, it's completely understandable that customers...
Dealing with Disgruntled Customers
No matter how hard you try, in business you simply can't please everyone. You could have a highly trained customer service squadron and an award-winning product, but still you'd have some buyers who just weren't happy. The bad news is that unhappy...
Getting The Most From Your Customers
As business people we look at many propositions that will help us take that next, much desired growth step. We hear that we must "brand" ourselves and be easy to do business with. The list of ideas goes on and on. THE GOLD MINE IN YOUR...
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Accepting Payment Online - 7 Steps to Improve your Customer's Buying Experience

Copyright 2005 John Tedeschi

Of course, the number one way you can improve your client's online purchasing experience is to accept credit cards on your site, because most of your clients will prefer to use their debit or credit card, rather than send checks through the mail. Credit and debit card purchases are immediate and secure; paper checks are the least secure method of making a purchase from an online seller.

Accepting payments online will also make it far less likely that customers will forget about your site or its address, decide to buy from a competitor who accepts online payments, or put off making a buying decision.

Once you're accepting credit cards online, there are several other ways that you can improve the buying experience, particularly for those who are new to the Internet and may be apprehensive about completing a transaction online.

#1 - Explain what will happen during checkout and keep the customer informed during the buying process.

Giving a brief description of the process, reassures the customer that they're on the right track to a successful purchase and let them know when the transaction is complete. For many people, buying online is something they do with great hesitancy; anything you can do to lessen their concerns will be appreciated by your customers.

#2 - Let your customers know that their information is protected and their transaction is taking place on a secure server.

Ensure that your payment page can be clearly identified as a secure site. The components of a secure site include a web address that starts with https; that indicates that the payment page is located on a secure server, and the display of a padlock symbol or logo that can be 'clicked on' to confirm that there is a valid secure certificate associated with the secure server.

It can also help if your secure page starts with the word "secure" as the first part of the web address.

#3 - Send automated Thank You Notes and Personal Receipts to your customers

The transaction isn't necessarily over when your customer has paid their money and collected their goods. One of the ways you can follow up with your client is to send them an automated note thanking them for their business, as well as a means to contact you after the sale. This also allows you to mention other services and products that you sell, that your customer may be interested in at a later date. Many merchants don't do this - going the extra mile sets you apart from the crowd.

Subsequent to the thank you note, give your clients another indication that you've received their order, by sending a personalized receipt once the order is complete. That way, they have an immediate record of what they've bought and can print it for


their records.

#4 - Brand your Payment Pages

Having a branded payment page not only makes you look more professional, it will increase your 'conversion rate' and reduce your 'abandonment rate'. Customers will be more trusting and therefore more likely to complete a purchase online if your payment page has the look and feel of your web site. This is especially true of individuals buying online for the first time and those who are buying from you for the first time. Trust, comfort and confidence play a major role in the buying decision of all online customers.

A branded payment page will also allow you to determine what information your customer must provide to complete a purchase rather than having to provide account numbers and other extraneous information that generic payment services require. The simpler and more intuitive your checkout process is, the less likely it is that a potential customer will 'abandon' a purchase mid sale because they were confused or didn't understand what was required to complete a purchase.

#5 - Place your Logo on your Payment Pages

A generic payment page can imply a generic company. You want your company to stand out in your customer's mind so that they will remember you and buy from you again. There are millions of generic payment pages online; no-one remembers them. Take every opportunity to brand yourself and your business. Generic is grey in a colored world; branded done right, gets noticed and remembered.

#6 - Put your business name on your customer's credit card receipt

An important part of accepting online payments is ensuring that your customers can tell to whom they made a payment when they receive their credit card or bank statement. Ensure that your payment services provider can put your business name on your client's credit card or bank statement. This will save you from dealing with chargebacks and provide you with another way to reinforce your brand and keep it in the mind's of your customers.

#7 - Make Checkout Simple

The easier it is to take an order from you, the less likely it is that the customer will abandon the sale at the ordering page. Simple is best; simple and branded is better.

Keeping those guidelines in mind will enhance the purchasing experience at your site. All that remains is finding your next customer.

About the author:

John Tedeschi is the founder of Acceptiva, a company that provides branded payment pages for online professionals and non-profits to enable them to accept credit cards and debit cards without a merchant account. Call Acceptiva at 800.507.3871 to find out how we can help you create an easier, more personal buying experience for your clients, or http://www.acceptiva.com for more information.

 

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  • what s the customer service buzz about your business

  • what the taco bell manager taught me about customer retention

  • what to look for in presentation folders

  • what your customers absolutely must know about your business

  • when customers complain

  • where are the delighted customers

  • where did the customers go

  • where have all the delighted customers gone

  • where to find the database for your customer mailing list

  • which is better repeat business or adding new customers

  • who am i who is my customer

  • who are your most likely customers and what do you know about them

  • who comes first the customer or employee

  • who says that you need money to get repeat customers

  • who says the customer is always right

  • why arent you using freebies to get more customers

  • why are customers so indecisive

  • why a collection agency is your small businesss best friend

  • why bother with customer centricity

  • why communication skills dont work in customer service

  • why conducting a customer survey could double your profits

  • why hasnt customer service improved despite the profusion of databases and technology

  • why providing excellence in customer service is essential to every business

  • why public relations doesnt just happen

  • why small business must turn to pr

  • why you must build a customer list to prosper

  • winning customers over the phone

  • winning customer experiences

  • winning the loyalty of your customers

  • work at home business ideas

  • work from home and make more money

  • wrapping yourself around the customer

  • writing the book on great customer service

  • your customers are more than a number

  • your diamond mine the lifetime value of your customers

  • you must build a customer list