Online Christmas Returns - now where's the convenience?Your parents bought you a nice sweater from UglyStuff.com -- Your sister bought you a stunning pair of polyester stretch pants from Retroboy.com and your aunt Cindy went online to BigBoyToys.net to get you that remote control car set you wanted 15 years ago. Break out the comfy chair…it's the day after Christmas and time to find out how to return gifts bought online. In all of the reports about the boom of online shopping this holiday season, one issue has not been discussed. How convenient will online brochures, automated transaction processes and FAQ's be when you want to return something? Mark Skapinker, CEO of Balisoft Technologies believes that e-commerce is moving in the right direction, but that e-tailing still faces many challenges, specifically in the area of customer service. Skapinker believes online Christmas returns will put the system to the test. "Current trend reports indicate that millions of people will shop online this holiday season," said Skapinker. "I see this as a big test for e-tailing in general, as customer service is still not at an acceptable level on the Internet. Retailers must look beyond this initial frenzy and concentrate on creating an enjoyable and effective sales environment. If this season's holiday shoppers have a bad first experience, they might not be so anxious to come back." In addition to helping with online returns, Skapinker believes that live customer service is key for companies to differentiate their brands, close sales and retain customers online. Live customer service allows buyers to ask questions and receive adequate information to feel comfortable and confident in their buying decision. If customers can get answers to their questions immediately, they are more likely to close the sale and return again to buy more. It's a combination of the traditional face-to-face experience with the speed and efficiency of the Web. This live human interaction is how companies will create relationships, build brand loyalty and close sales - all important ingredients to e-commerce living up to the hype. Balisoft has a strong point of view on what it will take to make e-tailing succeed and how companies can gain competitive advantages online through effective customer service. Please contact me at the number or email address below if you would like to discuss further. 10 Things to Consider When Shopping Online1. Confirm the store's return policy. 2. If the return policy is exchange only, make sure the site offers enough variety that you can find something else of value. You don't want to be stuck with $100 worth of credit for coffee beans if you're not a coffee drinker. 3. Check and confirm shipping dates to make sure packages arrive in time for the holidays. 4. Get shipment tracking numbers and track important packages yourself through FedEx or UPS. 5. Ask about gift wrapping or personalized notes to add a personal touch. 6. Be sure the site offers a secure network for payment transactions. 7. Look for online gift registrations. If you have to buy for several children, ask them to register for gifts online. It can save time and headaches, and best of all you won't have to fight in the aisle over Barbie. 8. Pay by credit card. Although there are alternative payment methods available (i.e. money order, direct withdrawal), paying by credit card allows you to keep a paper trail of the transaction. 9. Look for a site that offers online customer service. Many major online stores are implementing live customer service through chat and voice. This will allow you to ask questions and get all the information you need before you buy. You'll also be able to get a real person if something goes wrong or doesn't work. 10. Ask for an email receipt with confirmation number or invoice number. To be sure the right gift is going to the right person at the right address, ask for them to confirm the following via email - product description, quantity and total price (including tax, shipping and handling) - shipping address and name - shipment date, arrival date, type of shipment and shipment tracking number - return policy in writing (source Balisoft Technologies) About BalisoftBalisoft Technologies Inc. (http//www.balisoft.com) has humanized the way goods and services are traded on the Internet, by providing solutions that enable companies to elevate customer service to the forefront of e-Tailing. The Balisoft LiveContact™ Internet customer interaction solution is the first of its kind to enable businesses to directly communicate with consumers on the Internet, making it possible to offer live, personal contact as an essential component of the Internet commerce experience. Balisoft was founded in 1997 by Mark Skapinker, former president and co-founder of industry leader Delrina Corporation, which revolutionized business communications with its WinFax brand computer fax software. Headquartered in Toronto, Balisoft has offices in San Francisco, Chicago, Washington and Tel Aviv, Israel. Edited by Dave Shultz |
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