Website functionality Killing Sales?
Ok be for warned that this might sound a little like a rant LOL…
Over the last couple of weeks I’ve tried to buy a few things online to update some software and improve my effectiveness or just purchase some continued education (got to keep up with the technology right?).
Anyway in doing so I’ve run into some MAJOR frustrations just trying to purchase. I know I wanted the software, located the order button only to find out the option I was told about or had read about in a review wasn’t available so I spend more time looking for where that offer is with no luck can’t find it so I start looking for some sort of support or contact link.
Ok by this point I’m getting even more frustrated finally find a list of FAQ’s (Frequently Asked Questions) obviously mine wasn’t frequent enough on to looking for away to talk to someone either phone, email, chat (I really want this software but at this point I’m second guessing if it’s worth it). Found the support chat button only to click on it to find out it doesn’t work in the browser I’m using. UGGGH!!! so I copy and past the URL into IE (Internet Explorer which I rarely use these days – only to test) and finally get to the chat button only to be asked 8 required fields of information before I get to ask my simple question about buying a multi-license option (I want to spend money why make me work for it!) after 30 minutes on the chat I still don’t have what I’m looking for.
Long story short when creating your website be sure to check your stats to find out what browsers your customers are using if you are not sure check the most common ones to make sure your not missing out on sales because something didn’t work.
The most common browsers as of this post are Internet Explorer, Firefox, Safari and Opera it can be a challenge to get your website to look exactly the same in all of those because not all browser follow the same guidlines (as a web developer it would be nice if they would).
Secondly Customer service is key don’t make your customers work to buy your product or find the information they are looking for. Be sure to supply a easy to locate phone number or link to your support desk.
I’m curious if you run into the same issues online be sure to comment and let me know your thoughts about website usability!
Yes, I sometimes run into the same problems. WorldPay is awful.
If website owners would just go through the buying experience on their site once every 6 months (or have their VA do it) a lot of these issues could be easily found and fixed.
Here’s another tip for website owners. Go through the process of updating your credit card info on one of your recurring billing products. See what the experience is like. Make sure you have everything you need in place to make the process as simple as possible for the customer: reminders, easy to find information, customer service phone number, etc. This is a big reason people drop out of a continuity program – it’s too hard to update the CC info.
I love to buy from websites that make it easy.
ESS – It’s not just a website…It’s the Mother Lode!
More Clients – More Sales – More Often