eCommerce Tip #119: Monitor all your communication channels and always answer in a timely manner.

If your business is on social media, you must be available to answer all questions and respond to comments quickly!

Do the same for emails and site comments. It’s the easiest way to start and nurture a relationship with your customers.

eCommerce: Monitor all your communication channels and always answer in a timely manner.
Tip #119 – © Franco Folini

There is nothing more irritating than sending an email to business, or sending a tweet and not getting any answer. Even if there are legitimate reason for not answering in a timely manner to a request of help or a feedback, the user perception, when his request remain unanswered, will be always extremely negative. And that negativity will immediately move from the specific event to the brand.

Communication channels currently (2019) used by eCommerce companies
Communication channels currently (2019) used by eCommerce companies
Replying to visitors Live Chat even for very short conversations can increase conversion rate for eCommerce sites. Source: Inside Intercom.

Franco Folini lives and works in the eCommerce territory, a wild area between the Kingdom of Technology and the Kingdom of Marketing. He speaks fluently the language of both realms. For many years, Franco has been helping people bridge the divide and successfully collaborate.

If you want to find out more about Franco, visit his LinkedIn profile or send him an email folini[at]gmail.com