How to make customers out of visitors?

Hello,

I'm looking for some practical tip-offs how to make customers out of visitors? Who has tips?

Thanks

Here is a link to some simple ecommerce tips to help maximize your click-to-buy ratios and reduce shopping cart abandonment...
http://www.ecomenterprises.com/PDF_f...line_sales.pdf

Hope this helps....

Thanks.

Especially the exit-survey is a subject in our companie which has been discussed earlier.
Does anyone have experience with such a survey? Should we do this only by registered customers or with any visitor, who puts anything on the shopping cart?

I would like to contact some people who deal with such things too.

Regards,

Marlie

We've got a few ideas on the topic you might find interesting:

10 Tips to Make Your E-Commerce Site Sing
http://www.smallbusinesscomputing.co...le.php/3106731

Looking Out for the Little Guys
http://www.smallbusinesscomputing.com/ emarketing/article.php/3091231

The Way Customers Want to Buy
http://www.smallbusinesscomputing.com/ emarketing/article.php/1572111

Happy Reading!

Marlie,

Exit surveys really do help to capture what would be a lost order. When we implement exit surveys, we usually apply them in two key areas: the catalog (product listings) and in the shopping cart/checkout. They are two distinct surveys that address seperate potential issues. You can visit https://store.teledex.com to see an example of an exit survey.

Hope this helps....

N

[email protected]

Great tips! Thank you. We are busy implementating an exit-survey!

Is there anyone who has experience with a ratio of customers vs visitors? On our site about 1% of all visitors are customers. You may understand that we are glad is this ratio goes up to 2%....

Marlie

ps my English isn't too well I'm afraid, so I hope you can understand me!

Marlie,

these guys are the experts. They're professional and from New York, but their site has a lot of great freebies you can use, whitepapers to download and a great newsletter you can sign up for. All for free. Read this lot and you will be ahead of the game.

http://www.futurenowinc.com/

Have you try visitor tracking too or online chat applicaitons ?

Such as liveperson or clickchatsold ?

FunkyJ, My English is too bad. :(
I don't understand what you are talking about? Could you please explain your remark?

Thanks

Marlie, I think FunkyJ is referring to chat services that let salespeople and customer service reps chat with site visitors. We profiled some solutions here recently -- http://ecommerce.internet.com/how/cu...333471,00.html

The idea is that by chatting with visitors, helping them find what they're looking for and assisting with any problems, a site can boost sales, reduce abandonment, and improve customer satisfaction.

Thanks, Now I know what is meant!

Thanks

i also think live-chat with customer is very good way to keep customer satisfation. Besides I will think using BBS board and webcammera to improve customers communication and reduce customers email workload. But one factor I concerned about is that labour cost. Because you have to send customer representative sitting in front of computer to wait for customers getting on line. Another factor I concerned about is that the quality of webcamera pictures. I do think if you can move such service to labour cost countries, you can have many customer representitives sit and wait for visitors.
Appreciate for any comments.

It's true that issues of labor make using chat problematic. However, most chat solutions have developed workaround so that you don't need to employ someone full-time to "sit and wait" for customers. One way is that some chat solutions link to your IM, so you (or another employee) can go about doing your normal work and be alerted with a pop-up when there is a new site visitor or a customer with a question.

Also, most chat services redirect to email when there's no live help available -- say, after normal business hours. So, customers still have a channel for help if you or a rep aren't online... it's just no longer immediate.

Does anyone have some direct results of live chat with customers? Okay, I can imagine that some customers are more satisfied, but are they going to buy stuff after that?
And do you have some sites for example who use this?

Marlie

The product vendors all have customer referrals and case studies they can show you. My take is that results vary fairly significantly, depending on the amount of "hand-holding" that goes into the selling process of different products. But you might be able to find a case study that's similar to your business.