Putting customers at ease

Probably the biggest reason we get phone calls at Audiobag is the caller wants to know there really is someone behind our website. They call to talk to a real person. They want to know that when they click that "Submit" button during the online purchase process, we'll send them a product. So how do we make prospective buyers feel comfortable with purchasing from us? We make ourselves very accessible, we give instant feedback, and we have customer testimonials on our website.

We offer several ways for people to contact us. We have a phone, of course. We have a couple of important email addresses (one is for immediate help and the other is for general inquiries). Using email auto-responder, we give an automatic reply to any email sent to our help@audiobag.com email address, followed up by an email from a real person. We also use SKYPE (just add "audiobag" to your contact list) for instant chatting or to call us.

We also give lots of testimonials with names and URL addresses on our website just in case a prospect would like some references. For all of our efforts, we've never had a customer cancel an order, knock on wood (my grandmother had such an influence on me).

If you're in business and you want to make customers and prospective buyers feel comfortable, make it easy for them to contact you. In fact, make it easy for them to call you by your first name. I love it when people say, "Jack, I was calling about ...”