Communication channels & their importance in online business
by: Clara James
Total views: 212
Word Count: 524
There are various communication channels used by online
businesses and these channels are of vital importance in creating and
sustaining the business. For an online business, due to the lack of physical
presence, it is all the more essential to present a friendly, contactable, open
face interaction so that the customer feels comfortable. To gain the trust of
your customer, you will need to provide plenty of channels of communication
that will replace the feeling of distance caused by doing business online. Remember
that you must provide a substitute for face-to-face interaction with your
client. The most common channels are listed below.
Email:–
This is the first point of contact for a customer of an
online business. It is the most common and easiest way to communicate with your
client. When a potential customer is surfing your site and is interested in
your product, their first instinct is to email a query. It is of paramount
importance that your email is displayed prominently for the least net savvy
customer to be able to find it.
Newsletters:–
This is a great way to interact, provide free information
and encourage your customer to buy. It works as a great customer service and
retention tool, giving the customer the satisfaction of having got that little
bit extra from your site. You can include new improvements to your site or
product and intelligent content to pull in the customers.
Live Chat:–
This is a novel and effective way to make a sale on your
website. It encourages your customers with the idea of being able to
communicate immediately and get a response to their queries. It presents your
business as one that is proactive and technology savvy. Additionally, it will
convert a casual web window shopper into a serious buyer more quickly due to
the time he or she will spend on the site. However, be careful with this
channel because it implies that someone has to constantly be available at the
other end of the wire. If you are only available at certain times, put that
time on the site so people know when to come back and do not feel frustrated if
they try to chat and find no one there.
Notice boards:–
This is a great one-way channel of communication with your
customer. It communicates the important information, such as a change in time
or any other message that has to be sent out. It is useful to keep your
customers and visitors informed of new developments.
Phone numbers:–
Obviously, there are the good old fashioned communication
channels that need to be addressed. A legitimate business, online or otherwise,
is expected to have business phone numbers that are listed and contactable.
Many of your customers may not be as technology savvy as others, so you need to
supply everyone with plenty of alternatives, especially traditional ones, of
contacting your business. Since web customers are global, make sure that you
specify what time format you follow and indicate the country you are located
in.
About the Author
William King is the director of <a href=http://www.wholesalepages.co.uk
> UK Wholesale &
Rating: Not yet rated