Forum Moderators: buckworks
My tip from my early days: we seem to be getting good results from a "most popular products" list (based on how many times that product has been viewed), they are getting good clickthroughs, and while I haven't formally tracked it, anecdotally I've noticed when I tweaked the database to force particular products onto that list there was a definite increase in sales on those items. So, our customers like to both look at & buy popular products.
What's worked for you?
I did once within an order of the guy ordering and you should have seen the shock on his face. He ended up discussing productsthat he'd like to see on the site etc.
Perhaps you can set it up where your Dad can call in remotely and check messages and call people back while he's out?
Even if not, I still recommend having the 800 number on your site. I have found that most people won't even call (depends on your customer type though) but it will make them feel more secure, knowing that if there ever is a problem with their order that your customer service is just a toll-free call away.
Alex
We don't have an 800 number and after reading this I am more inclined to get one
there are other threads here in which people go against having any phone number on the website - always bear in mind that - (and this is probably the most important bit of advice in this thread) - just because something works for a couple of other people, doesn't mean it works for everyone and doesn't mean it's a "must have"
if you want to take calls and you're able to take calls and deal with them effectively, get a phone line
if you don't want to take calls or you're not able to take them and deal with them instantly, don't bother
Do you really trust customers to enter just one email address correctly?
We ask for the email once but get about 5% bounced. I'm considered changing our cart to demand it twice even tho I'm a strong believer in simplification...where feasible. Heck, I often mistype my own ancient email when doing a password
I'm inclined to believe the benefits of getting the email right may outweigh the customer's extra burden.
That's especially true since we do a lot of email marketing. Emails serve a double purpose for us.
I use PHP to validate the domain name (from live details) and the overall format, although anything before the @ symbol is down to the customer getting it right.
I use PHP to validate the domain name (from live details)
Hi jezzer,
could you give somehints how you do that? Would be of great help, i think.
Yes of course. This only works on Linix/*unix etc
I use PHP, although any server side scripting language should be capable (which you probably have access to with your hosted website).
Here's my simple script which is passed the "email" address from the form and sets $error when it's invalid which you can output anywhere like so:
<?php
if (!empty($error)) {
echo '<br><strong> Please correct the following</strong><br>';
echo $error . '<br>';
}
?>
----------------------
Include this script at the top of a .PHP file:
<?PHP
$error = '';
define ('SITE_WINDOWS',0); // I'm a linux machine
if (isset($_REQUEST['email'])) {
$email = $_REQUEST['email'] ;
if (!valid_email_address($email)) { // Adding an invalid email address
$error .= 'Enter a valid email address.<br>';
} else {
// it's a valid address, store it, email it etc....
}
}
//--------------------------------------------------
// Validate an email address using the domains MX record
//--------------------------------------------------
function valid_email_address($email)
{
if (strlen($email) < 9) return false; // need at least 9 characters (e.g. x@aaa.net)
$pos = strpos($email,'@');
if ($pos === false or $pos === 0) return false; // no @ symbol
list($user_name, $mail_domain) = split("@", $email); // Split email address into username and domain name
if (SITE_WINDOWS == 1) {
//if (check_windows_DNSRR($mail_domain,'MX')) return true;
return true; // can't validate on windows
} else { // Unix / Linux
if (checkdnsrr($mail_domain, "MX")) return true;
}
return false; // Invalid email address
}
?>
We made the leap to an 800 number over 6 months ago ..... The $40 a month it costs for the number is well worth it to build our customer confidence.
but it's not just $40 a month though - it's your time - or the costs of employing someone to sit and chat on the phone to make those sales ...... you may well find that if you put a monetary value on your time, the profits you make from those few extra sales won't cover the time spent on the phone ...........
and an even more important point ........ "to build customer confidence" .......... people are calling because they have a lack of confidence in something to do with your website / products etc .... you need to fix whatever it is that causes that lack of confidence ......
remember that for every person that calls, there could be dozens who can't be bothered to pick up the phone and just buy elsewhere ........
My 888 number get's automatically forwarded to my cell phone, and it's rather inexpensive about $12/month. Not sure it's OK to post here, but the provider is Accessline.com.
I'm also somewhat intrigued about a service I've been hearing about on XM radio - it's called GotVMail. It's an answering, 800 number and messaging system all in one like the big boys have.
If that's so important to them they should at least make the copyright "2001-2005".
Great list Kevin.
"17. Don’t use a drop-down for the “state” list in your order form."
So what do you use? Type in? I've found people always jack up type-ins.The State, like the credit card Type, should be irrelevant. They are defined and made redundant by the zip code and credit card number, respectively.
I have to determine province sales tax so I can't see anyway around not having a drop down box.
You're absolutely right Timotheos, the state is redundant if you have the zip code.
I was not aware that the credit card # reflects the billing state. Can you explain this?
I was not aware that the credit card # reflects the billing state. Can you explain this?
The type of card is emcoded in the card number. With just the number, you can tell whether it is Visa, MC, Amex, etc.
The State, like the credit card Type, should be irrelevant. They are defined and made redundant by the zip code and credit card number, respectively.
You're absolutely right. Its amazing what a lack of sleep can do to you :)
First number in the CC number...
3=AMEX
4=Visa
5=MC
6=Discover
One of the first things I learned at my very first job ... cashier.
Instead of the 800 service using the direct url into my site, i gave them a trackable url they programmed into their system.
When a customer calls in and the site comes up on the operators computer they are actually serving up a trackable link (on the operators end). When the operator completes the sale this is obviously tracked as a conversion on the trackable link.
The results are astounding and the "stupid" customer service calls they get they have to pass on or can't handle are a small price to pay.
Here are some real world numbers:
with 245 clicks on the trackable link there is a 27.8% conversion rate for 68 sales! resulting in $11951.33 in sales. Giving each phone call a visitor value of $48.78.
compare this with a google adwords trackable link on a very specific term converting at .8% and visitor value of $1.25/click.
Like any other "tip" I think you must test it out for yourself, but i'm sold and won't be removing the #800 anytime soon.
Paul
I have been reading this thread with anticipation of a way of solving my problem.
I work for a company that sells gift vouchers online. At the moment a buyer can purchase as many vouchers as required in one transaction (3 click checkout process). We give them the option of personalising the gifts with a salutation and message. However at the moment it can only be the same for all vouchers. We would now be looking at developing the system such that there can be either a default message or a different personal message (and a different delivery cost/destination) for each voucher. The problem with this is the increase in the length of the checkout process. Any ideas on how to implement this without seriuosly affecting my conversion rate?
I have yet to see any hard data that lenghtening the checkout process actually decreases conversion.
Althought it would make sense that it might all of the split testing i've seen shows it doesn't.
But as with anything testing your specific situation will be the real test.
If it's an option, IMHO it's just another customer service. My family is scattered all over the country, and when sending gifts I usually pick companies that will send them straight to the gift-receiver's address. I know that if I want to send Christmas gifts to each of my brothers and sisters, it's going to take longer to enter all the address information and is also almost certainly going to cost more in shipping and handling, as there's usually a charge for each additional address. But that's still a lot more convenient for me than going through the checkout process 5 different times - one for each address! So I appreciate the option, and if I didn't want to use the option it's being available wouldn't slow down the process. (Actually, it's having to go through the entire checkout process 5 times that would be more likely to send me somewhere else!)
As long as the customer has the option to bypass the longer checkout by choosing the default, I don't see how it would be a problem. But, as rakona said, testing would tell - maybe even testing the best way to explain the process to customers.
I agree that yes it would be the customers choice which path to go down to process their order.
If I give you, as the customer, the option of delivering each item in your cart as a gift to different recipients what are the things that I should be avoiding to make this less annoying. I guess what I am trying to ask, is as a user of such a service are there any particualr things that makes this process easier to use?
