White Knight

The rapid growth and innovation of the internet is allowing many small to medium size businesses to take advantage of proven techniques used by large multi-national companies. These companies invest millions of dollars every year to create a holistic approach to sales and understand a website is another opportunity to provide Fantastic Customer Service.

Aside from the obvious cost benefits in a setting up your eCommerce Solution on the web, there are other benefits such as the automation of the sales process that make it more convenient for the average consumer to make their purchase online.

On the other end of the scale, consumers are using the internet to assist in making a more informed decision prior to entering the “Show Room” to finalize their purchase.

Chris Freithcen from  ConsumerSearch.com was recently quoted saying, ‘It is fairly common for a person looking at purchasing a product to want to fully research it prior to making a purchase.”

Online Shopping Trends

Since its inception in 1990’s online sales have increased every year by an unprecedented amount and continue to grow as consumers become more comfortable using the Internet as a tool for gathering information and making informed decisions.

A survey by Nielson Online (a service of the Nielson Company) shows people shop online during the holidays not to save money, but to save time. The online survey of 1000 consumers found 81% shop online as they can shop when they choose at any time of the day. 77% mentioned they wanted to save time and 61% use the internet to compare prices and 56% said they like to use it because they are able to find what they want easily.

Another report compiled by comScore titled “The Ascent of the Precision Shopping Machine”, explores eCommerce and discusses future shopping trends. The report states, “Online shopping spikes every year, then pulls the rest of the year up with it as people become more comfortable with their online shopping experience.” The report continues, “As experience and comfort grows, spending increases.”

These trends indicate an upward spiral of online purchases that increase with every holiday season as the web industry continues to develop with intuitive design, and consumers continue to feel more comfortable with their online experience.

Why are people becoming more comfortable using the Internet to make their purchasing decisions?

Over time the internet has evolved and its number of users has increased. In 1999 there were approximately 248 million people worldwide using the internet. Today (as of march 2009) there are approximately 1.59 Billion people worldwide, which represent over 600% increase in users in just ten years (source
Internet Growth Stats).

Although many would argue this increase is simply as a result of the convenience of the internet, one of the real reasons for the dramatic increase is the creation of newer technologies, continual development to create a more intuitive experience and the implementation of other proven techniques.

This has created a foundation for web designers and website owners to systematize components of their business and streamline the experience for the customer.

Websites streamline the process

Websites are an excellent method of streamlining the sales process for many businesses. A business can now share relevant and correct information with its customers, is available 24/7 for viewing, and if used correctly, will complete the transaction or lead the customer along a path to make a final purchase.

Unlike many other older conventional sales techniques the increased usage of the Internet indicates this component of the sales process will continue grow and more people will use the internet to complete or assist in their future purchases.

The key to the successful use of a website is in the implementation of proven processes that lead the potential client along a path and essentially holds their hand to guide them through each step. This will gain trust and show your customers your website is a Fantastic Customer Service tool.