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Put a phone number on your ecommerce site

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Subject:  Put a phone number on your ecommerce site
Author:   textor:   view profile | all posts by this author | add to favourites
Date:   18:33:41 5 May 2006
 
I always recommend to clients that they put their phone number prominently on every page of their ecommerce sites.  I believe it re-assures customers that if they have a problem, the customer can talk to someone.

I just proved to myself that it was the right advice for the wrong reason.

I purchased a print server from a very well-known electronics firm that we have used for years (who shall of course be nameless).  It turned up and I could see from the picture on the outside of the box that it was the wrong sort of centronics plug. I didn't even remove the shrink-wrap.  

So I went into 'my account' => 'select order' => 'returns' => and the system told be that because I had waited more than 7 days it was too late to return it.  This was on the same day it was delivered, the day after I ordered it.  

But the good news was that there was a form to contest this, which I filled out.

Nothing

A week passed, this wretched box still on my desk, I went back to the site so I could phone them.  What do you know - no phone number.  Which I hadn't noticed over many years of visiting the site.

I am sure some accountant thought it was a good idea to save money on support staff by not publishing their phone number, but  it means that they have lost my custom for ever because of a £45 item.  

My experience over many years is that every cock-up is a sales opportunity. A failure handled well can bring you repeat business and recommendations.  Handled badly and you have lost your customer.  

How can you handle the problem well if your customer can't talk to you? 

In any event I have learned my lesson - I will check for a phone number before I buy anything, no matter how well-known the firm.

Bob
 
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  • Put a phone number on your ecommerce site, textor, 5 May 18:33
    I always recommend to clients that they put their phone number prominently on every page of their ecommerce sites.  I believe it re-assures customers that if they have a problem, t ...
    • Put a phone number on your ecommerce site, AndrewAllfrey, 6 May 13:40
      Hmmmmmm ... It never ceases to amaze me the number of websites that aim to make communication as difficult as possible. Surely if a website wants to develop trust with its visitors ...
      • Put a phone number on your ecommerce site, DarrenBeale, 9 May 13:53
        i think the lesson here is you didnt even notice the site didnt have a phone number on it at first and still ordered. ...
        • Put a phone number on your ecommerce site, Gowser, 18 May 11:47
          I agree that you should always have a phone number (and other contact details) on the site. The other lesson from this seems to be that if you do decide to only allow contact by ...
        • Put a phone number on your ecommerce site, textor, 18 May 12:06
          I just discussed this with a friend, and it seems that they dropped the phone number from their web site about six months ago.    There is no phone number in the printed catalogue ...
    • Put a phone number on your ecommerce site, IanBowland, 19 May 09:30
      I agree with textor. I always recommend putting a phone number on all pages of a website - especially ecommerce sites - with opening hours if appropriate (nothing worse if can' ...
      • Put a phone number on your ecommerce site, RobTaylor, 20 May 17:31
        I think this depends very much on the ability to allow other effective lines of communication - such as self help and a decent order status system. 9 times out of 10 CSAs look at t ...
        • Put a phone number on your ecommerce site, textor, 23 May 11:31
          >>but if it's a book that costs £6 what else is there to say. << You sent the wrong book The book didn't arrive Page 36 is misssing It seems to be damaged I have cha ...
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