Archive for Aug, 2011

Aug
19
2011
AUTHOR
admin

Will the AA+ Downgrade Hurt eCommerce? – Issue 81

Friday, August 19th, 2011

Smaller businesses may be affected

Internet Commands Back-to-School Shopping

The big news over the past few weeks has of course been the downgrade from Standard & Poor. The U.S. creditworthiness was reduced from a perfect AAA rating to a AA+ rating. We saw the immediate repercussions in the stock market but what other effects are on the horizon? Small businesses were already hurting and many never fully recovered from the original recession, so to them it may seem like just another bad year. But for some businesses, it means that growth may be almost non-existent. There actually are a few good side effects from the downgrade that businesses can be happy about, like the Federal Reserve’s promise to keep interest rates at record lows. Find out what pros and cons small businesses can expect to see from this historic, economic event.

More from Practical eCommerce. (more…)

Aug
18
2011
AUTHOR
Donna Werts

Webinar Wrap-Up: What Customer Service Tips Did You Miss?

Thursday, August 18th, 2011

Our second customer service webinar in the holiday preparation series, “Using Soft Skills to Better Your Customer Experience” was a great success! Scott Sanfilippo, Greg Kosicki, Kathleen Hayes, and I presented this informative session.

We learned about:

  • Soft skills and how to use this tool to better serve your customers and gain more sales.
  • The importance of verification in serving your customers
  • The significance of saying such things as, “thank you” and “may I”

We also received some great questions at the end of our educational session.

  • How do you deal with a customer who says that the package was not delivered even though tracking shows it was delivered to the correct address according to UPS, or Ontrac which actually has a GPS stamp?
  • How do you handle a customer that calls in to say they are dissatisfied with what they received, but it was exactly what they ordered; they used it and threw away the wrappings but now they want a full refund?

Our next webinar on August 31 is about providing great service post sale! This one you just can’t miss! See you there!!!

Aug
18
2011
AUTHOR
Donna Werts

The Customer Isn’t Always Right, but They are the Customer…Right?

Thursday, August 18th, 2011

I bet you read that title and thought, “What is she talking about now?” First it is, “These people keep you in business, treat them well!”, “Make sure your policies are customer friendly!!!”… and now??? Are you changing your stance on customer care? NO!

You always want to treat your customers fairly. Treat them well because they DO keep you in business but there are some people you cannot please and they will go above and beyond to get something out of you that you just cannot give. At this point, you need to evaluate the profitability of this customer and possibly cut them loose. (more…)

Aug
17
2011
AUTHOR
noelle.vetrosky

New Releases for Solid Cactus eCommerce

Wednesday, August 17th, 2011

August is here which means merchants are busy with back-to-school sales and are heavy into holiday preparations. Solid Cactus eCommerce strives to provide our clients with valuable store enhancements and updates each and every month to assist them in this incredibly busy season in retail. Check out what updates are rolling out this month.

USPS Changes
USPS Real-Time Shipping rates are being updated to include product dimensions in rate calculations and all products will now have a new ‘Dimension’ field to support this change. Upon launch, all products will be given a 1″ x 1″ x 1″ dimension, forcing rates to calculate based on weight as it has previously been calculated. And while many merchants will never have to use the new dimension field on products, it will provide those that do need it with more flexibility to control the actual shipping rates charged to customers. In addition, over 40 USPS methods will now be supported, including First Class options. For now, the new ‘Dimension’ field will only be valid for USPS shipping calculations. (more…)

Aug
16
2011
AUTHOR
Donna Werts

Capturing the Sale in Difficult Situations

Tuesday, August 16th, 2011

Katrina Domkowski, our call center manager, recently held a contest for our agents. What was the challenge? Create an interesting instructional or educational blog post for the Solid Cactus blog.

The victor was chosen from several entries. Erin Gallagher was our winner, chronicling the day in the life of a call center agent. Without further ado, here is our winning entry!

A Minute in the Life at Solid Cactus Call Center

Caller: Hi! I would like to buy a… (phone cuts out)… that I see on your website. Can you place an order for me? I am on the train and my iPhone keeps losing sig… (phone cuts out again)

Solid Cactus: Great I can help you with that! What’s the name of the item you would like to purchase today?

Caller: It’s a solar back…(phone cuts out)… and I think it’s spelled V-O-L-T-A-I (phone cuts out) … my friend has one and… (phone cuts out)

Solid Cactus: (searching “VOLTAI” comes up with 3 pages of solar backpacks search results) Yes! We have some excellent solar products by Voltaic. Is there an item code on the backpack you are interested in?

Caller: Let me check… (looks at phone) yes it’s number 1013.

Solid Cactus: Thank you! Excellent choice, that’s the Voltaic Converter Solar Backpack and you get free ground shipping if you order today. (more…)