Category : Customer Service

How to Use Live Chat to Increase Sales
Jun 8

“Having a live chat software on your website never promises it will be easy and profitable to man it. Also, the big promise that comes with live chat to increase conversion is out of reach for many merchants”
Can you identify with this statement? Well, you are definitely not the only one!
Proonto’s COO Yoel Feldman, sat down with Kunle Campbell from 2X eCommerce and explained all about how Proonto faces these challenges.
Yoel explains how every eCommerce business, with any kind of budget, can staff and operate a live chat software in the most profitable and convenient way.
Can you identify with this statement? Well, you are definitely not the only one!

How to Use Live Chat to Sell Health & Beauty Products Online (Part #2)
May 20

Welcome back to part #2! Last week I covered skin care, so now prepare yourselves for this week guide: regulated home medical products: pain relief systems / hair removal system / skin rejuvenation systems .

All of these products are for people with pre existing problems.
These are clients that have probably tried doctors and products in the past, so from the beginning they are going to be cautious.
For this reason alone you have to be factual, compliant to their needs and relate to the results that they desire.

May 7

Buying skin care on or off line can be a chore. You need to know your skin type, ingredients, how much to use and when.

For selling skin care online you need to answer all of these questions and more but at the same time, build your client’s confidence in buying online without actually touching the product.

A customer who is looking at health and beauty products online generally falls under two categories:

Someone who wants to rejuvenate their skin for longer ( look younger)
Someone who suffers from a skin condition that would like to solve this ongoing issue.
Both are curious at how this can be achieved ( many have tried products in the past and want to know how your’s are different).

Lets split the two categories so that you can see each technique I use for selling skin care online:

How to Use Live Chat to Sell Shoes Online
Apr 29

In order to sell shoes online via live chat, the first thing you have to do is let customers know you understand their needs and wants. They need to feel that you know the features and benefits of every shoe displayed on the website.
While each person may be driven by a different reason to shop, I approach every customer with the same method:

How to Use Consumer Psychology to Increase Conversion Rate
Apr 7

As we know, when it comes to online shopping, scientist have been able to reveal some of the most introverted and critical consumer insights & thoughts.

That means they supplied us with the first step towards optimizing our website which as we all know optimally leads to conversion rate increase. However the second step is to learn how to use that information to our advantage, which means taking the theoretical material and processing it into practical changes and actions.

And most importantly- how can we answer to our customers most inner and unconscious desires?

Mar 25

“Always remember that you are absolutely unique. Just like everyone else.”
I’m quite sure that when Margaret Mead said this wonderful sentence she did not refer to eCommerce, but if the shoe fits…

Competition in the eCommerce business can be harsh and exhausting, but it can also act as an incentive. Push yourself and your team to provide customers with the best experience because eventually that is what will make you stand out.
Have a look at this list below and see how you can use your website to upgrade your customer experience.

Mar 12

Imagine walking into an average sized brick and mortar store.

You walk in confidently as you know exactly what you want.

But after walking around for a few minutes, you begin to feel frustrated because you just can’t find what you’re looking for. There are so many options, models and colors that you begin to feel a bit overwhelmed.
However, the thing that annoys you most is that there are no salespeople around offering to help you with your purchase.
So naturally, you exit the store with no intention of ever coming back.

Sound harsh right? Well, when you don’t staff your online store with qualified sales and customer service associates it’s kind of the same deal.

Don’t get me wrong, there are substantial differences between a brick and mortar store to an online one, but why should having qualified personal be a privilege only physical stores get to enjoy?

Don’t you think online stores should be able to offer their customers the same friendly, personalized and efficient service as brick and mortar stores do?

Mar 5

We are all familiar with the ‘dry’ definition of Customer Experience. We all know that it is the sum of all interactions a customer has with a brand across all channels and at various touch points. We have also learned that the experience is defined by the customers and their memories from the entire process.

However, knowing what is considered a good customer experience does not assure that one knows how to provide it.
Creating a good customer experience means understanding and nurturing each and every touch point, which means that the quality of the experience depends on many variables.

So what touch points are important to your customers, and how can you make sure they have everything your customers want?

Self customer service and live support as the future of customer service
Feb 4

For some reason, we have a constant fascination about the future. We desire to know what will happen, when and how- and no matter what, we just can’t get enough.
If you go through the pages of history you will see numerous examples of famous people trying to predict the future. Granted, some of them turned out to be true and some completely off track, but in both cases these predictions affected our lives and the choices we made, and still make.

One of these predictions, which has been seen and heard almost everywhere this past year, is the one claiming that in 2030, 50% of the jobs we know today will disappear. The main cause for this predicament is and will continue to be the technological progress and the automation of jobs.
So how is this going to affect us?

The Best Advice We've Ever Heard About Customer Relationship
Jan 22

This week on our interview series, I had the pleasure of speaking with Guy Levin, a B2B sales strategist, about the importance of the relationships we build with our customers. Over the years, Guy has gained a lot of experience in communicating and dealing with different types of customers. Throughout his career he has learned what customers want to hear and what they expect to get in return to their loyalty and money.

The Modern Sales Associate - Rules & Guidelines
Jan 13

Being a sales associate in this day and age can be a rather challenging task.
On the one hand, you face customers that are impatient than ever and other hand they still demand impeccable service throughout their shopping journey.
So what’s left for us sales associates, is to understand how we can provide excellent service and make sure our customers leave our site/ store satisfied and with the full intention to come back.

32 Inexpensive Tools to Grow Your eCcommerce Business
Dec 24

If you’ve been in the eCommerce business for more than one day, then you must have heard of or encountered online businesses who know how to successfully utilize today’s technology and eCommerce tools to grow their business and increase revenue.
In order to save you valuable time and money- I’ve spent the last few months researching today’s hottest tools for eCommerce businesses and to make it super convenient for you, gathered them all to one FREE guidebook.

Sell Like a Top Retail Brand
Oct 7

Ever wished you had the chance to sit down with a CEO or founder of a successful retail brand and ask what their success secret is? Well, even though I can’t really arrange that meeting for you, what I can do is present the words of wisdom from the most successful people in the retail business.
Well, even though we can’t really arrange that meeting for you, what we can do is present the most valuable words of wisdom from the most successful people in the business.

Is your Customer Service Bringing Back Customers?
Sep 29

Theodore Roosevelt had once said that “People don’t care how much you know until they know how much you care.” Superb customer service is just about that- thinking outside the box, going the extra mile and building a meaningful relationship with your customer.

This may sound simple and easy to do, but in fact delivering outstanding customer service demands around the clock attention and devotion. In this article I am happy to share the 3 fundamentals for good customer support

Sep 16

We all know that customer service and customer experience are two completely different things. But the big question is why they are so different and how the difference effects our lives.

So what is the difference?

According Jerry Gregoire, chief information officer at Dell, there is one BIG difference: “Customer experience is the next competitive battleground.”
But before drawing out our weapons and stepping out to the battlefield, we must first understand and define what exactly customer experience is and how it is different from customer service.