Two weeks ago I scribed a note of praise for Office Depot on PlanetFeedback.Com. Two hours later I got a personal response from Office Depots executive office. Last Friday I logged a complex complaint via email to my wireless phone company. Less than 3 hours later a researched response landed in my email box. It wasnt the response I hoped for, but it was a timely response. Both companies exceeded my expectations of timeliness and personalization of response. How would your customers rate their experience on your Contact Us page? Here are 4 tips to help you create an e-commerce experience that keeps customers in love with you after a service mishap.
1. Prominently display phone number. Many customers visit your Contact Us page for the sole purpose of locating a phone number. Dont force your customers to fill out a form or contact you via email if they want to personally talk with you. Your phone number, preferably toll-free, should be prominently displayed on your home page and on your Contact Us page.
2. Create a list of Frequently Asked Questions. Identify the top 5 10 questions or complaints logged on your website and post them with answers....
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