RatePoint

Communicate with your customers, or lose them.

As fans of the WHIR, we were pleased to see them write about the results of a recent study conducted by 1 & 1 Internet. The study bluntly stated some facts that are very obvious to many seasoned online business owners, but are easily overlooked by new companies, or businesses who are just getting started on the Internet.

The highlight of 1&1’s study concludes that “77 percent of consumers switch to competitors if a business website does not provide communication methods.”

This is stark reminder for businesses, that just placing content and a shopping cart on the web is not enough for your customers. We all know automated sales and support tools are convenient, but they are a supplement, not a replacement for these roles. Credible businesses not only provide a way for customers to communicate with them, they provide multiple ways.

Consumers may immediately disregard your business or question its credibility if you don’t have basic contact information such as a physical mailing address, a phone number that rings to a live person and an e-mail address. 1&1 studies showed that 91% of consumers became irritated when they could not find a phone number, and 82% when they could not find an e-mail address.

Consumers will look more favorably on your business if you provide additional communication resources such as the customer feedback tools and seals included in your RatePoint membership, chat or instant messenger capability, even a link to a VOIP enabled program such as Skype.

Remember, if you try to make yourself hidden, your customers will do the same. Be transparent, open and available for your customers and reap the benefits.