This post in the Online Business Advisor details a few lessons learned from a recent stop at a store while searching for a laptop. Customer service in the online realm shouldn' t be different just because you are not in the customers physical presence. Reviews of bad customer service can float very quickly now with the social web age. So here are a few lessons learned that all businesses should take seriously.
1. It's important to know when customers want to buy. There should always be a point in your site that can get consumers easily back to the shopping cart, and it should be easy to navigate to as well.
2. Customers should not be aimlessly searching your site. There should be easy navigation, a clear call to action, and prominent offers should be visible.
3. Make sure to offer alternative to consumers and that they alternatives are easy to find.
4. The web doesn't close, its a 24/7 business so even if you're not around there should at least be a FAQ page with commonly asked questions and answers to help consumers when they are stuck.