Archive for Aug, 2011

Donna Werts

Customer Service after the Sale?

Wednesday, August 31st, 2011

How many of you have thought about your practice of providing excellent customer service post sale? Not many merchants put a lot of consideration into it. Providing excellent support, post sale, may win you a customer for life and may also inspire a customer referral. This was the topic of our webinar today. What did we learn?

It is all about prompt attention and customer contact. You may find that perhaps you have an AVS issue, declined card, out of stock merchandise; best practice dictates that you should pick up the phone and call the customer. If you leave a voicemail, follow up with an email to the customer. (more…)


How to Provide Customer Service after You Capture the Order

Monday, August 29th, 2011

A new customer has made a purchase on your eCommerce store. Great news! Now what?

Customer service doesn’t stop one you have captured the sale. If you have the proper procedures in place, you may win a customer for life. Join customer service experts Gregory Kosicki and Donna Werts on August 31 at 2 p.m. ET for the final webinar in our holiday preparation series that will teach you how use superior service to keep customers coming back for life.

Our pros will discuss:

• What to do when an order is pending
• Prompt shipping tactics
• Sending order communication
• What to do when backordered items are ordered
• Watching for fraud

Webinar attendees will receive a special offer on customer service solutions!

A lifelong customer shops all year long. Find out how to capture them this holiday season!

Register now for our FINAL holiday preparation webinar!


Fraud Rates Increase yet Decrease – Issue 82

Friday, August 26th, 2011

New survey shows rates of web merchants

Internet Commands Back-to-School Shopping

A new survey conducted by Internet Retailer describes the new outlook on Internet fraud among web merchants. The survey showed that fraud rates have increased for 24% of online retailers while it decreased for 13% of retailers. 63% said that fraud rates were the same from last year. Those who responded are taking extra precautions to help protect their business and customers from Internet fraud by manually reviewing suspicious orders. “Retailers must continue to find ways to promote a secure online experience as well as protect consumers’ information during and after a transaction is processed,” says Souheil Badran, senior vice president and general manager at Digital River World Payments. Find out what the fraud rates actually are for these web-based merchants.

More from Internet Retailer. (more…)


Back-to-School Means Back-to-Savings

Tuesday, August 23rd, 2011

Although we’ve all been dreaming that the economy will completely bounce back and we can once again say that it is flourishing instead of floundering, it hasn’t happened yet. This year’s back-to-school spending predictions prove it.

9 in 10 Americans say the economy will impact their back-to-school spending in some way according to the National Retail Federation. The NRF is a very handy source for finding out information for all major retail shopping seasons, back-to-school being second only to the winter holidays. Parents are being very cautious this year and are taking a look at what their children can reuse from last year so they don’t have to spend so much. (more…)

Link Building in the Modern Age

Monday, August 22nd, 2011

Google Panda whipped the SEO world into shape, making it more vital than ever before for link building to be done the natural way – not using spammy links!

Gaining valuable links is a mission possible, and we’ll show you tried and true link building tips and techniques that we personally use that can bring success to your site. Join search engine optimization experts Alicia Magda and Mandy Boyle on August 24 at 2 p.m. ET for part five in our Holiday Preparation Webinar Series discussing link building in the modern age.

We encourage interaction, so we’ll be asking for examples and brainstorming some link building ideas with you on this webinar!

Our SEO experts will review:

• What is link building, and what role it plays in an SEO campaign
• The evolution of link building
• Panda’s effect on link building
• How to build links vs. how NOT to build links
• What are good sites to link with

Webinar attendees will receive a limited time offer to save big on link building packages!

Only one week left to reserve your spot.