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| Pre-Sale Info/After Sale Follow-Up |
Pre-Sale Info/After Sale Follow-Up
In E-Commerce
Done Right we distinguished between e-business and e-commerce. Note our comments there
about one-on-one marketing techniques and the
Internet technologies that support them. Customer driven
organizations use the Internet to enhance customer
confidence, customer decisions, and customer satisfaction.
Here are some
useful ideas to help you develop a pre-sale rapport with your
would-be customers; and then keep that "personal relationship"
strong with personalized post-sale follow-up:
- FAQ [Frequently Asked Questions] and simple search engines
can be used with key word search to put your entire sales
training and product data base on-line.
- Cwi Associates excels at putting "decision trees" on line.
Use your web site inter-actively to probe for needs and
ask the right questions for best match with your product
and service mix. Save the user's answers and use them for later
follow-up.
- Your user manuals can be turned into Adobe .pdf files and made available
via your web site 24 hours a
day, 7 days a week. This makes it extremely convenient for
customers to immediately answer their own questions about your products;
anytime, anywhere, without having to wait for your
technical support. It is important to make it easy for customers to find
documents likely to have the answers they're looking for.
- Alternately, or in conjunction with .pdf files, make your
help documents available on your site in HTML format;
either very well indexed or searchable by topic
and keyword.
- Vendor Tech Support phone numbers can be listed. And that saves
time for you and your customer if they have questions that should have
been asked of the vendor to begin with.
- Send customers an e-mail 14 days after purchase to
find out how the product is performing. Remind them of
your help files on-line, and ask them to recommend a
friend. Reward them if they do. Put "send this to a friend"
functionality in every e-mail!
- More advanced systems can use streaming video to show products in action.
As more and more
customers have access to broad band services [e.g. cable modems
and DSL], EVERY web site will need to rely on some sort of rich media content just
to stay competitive. Not surprisingly, it is getting easier and cheaper each day to create it.
- Don't have enough live bodies to personally handle
the e-mail? Rely on auto-responders that respond to key words in the
original message. Cwi Associates can show you how and even run the systems
for you.
Call Now. Or click the information request link. We can help.
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