You’d never treat customers like this if they visited your offices – why do you do it on the website?

Webinar: Featuring Mitchell Kramer, Senior VP, Patricia Seybold Group, Sponsored by IntelliResponse

Thursday, June 19th, 2008
1.30 pm EDT, 10.30 am PDT

Visitors to a company website are experiencing confusion and frustration trying to conduct business with your company. The adage that “you don’t get a second chance to make a first impression” is more relevant today than ever. Studies show that 80% of all website visitors abandon the site before looking at a specific product/service detail page, and a further 65% of those abandon at the product detail pages. Potential customers invariably want to qualify your company and its offerings first – Seybold calls this the “explore and select” phase of the buying cycle. Their initial objective is to get basic answers to their questions about your company, its business practices and products and services, to decide whether they want to engage further; and the majority choose not to do so!

The business impact of a poor initial experience is huge, and often undefined or unknown because these potential buyers disappear anonymously from your website, don’t tell you about their poor experience, and move on to your competitor. As a result of the poor conversion from “interested” to “serious”, a high proportion of your marketing spend is wasted. Companies are making significant investments in proactive Chat and Click-to-Call solutions which have proven to be effective, but the problem is that you’re losing most of them before they ever get this far.

In this webinar you’ll hear from Mitch Kramer (Senior VP, Patricia Seybold Group), one of the foremost industry experts on best practices and technologies in customer service. Mitch will address the following issues:

What are website visitors trying to accomplish during their initial “explore and select” phase of their buying cycle?

Why do so many visitors abandon a website so early in the buying cycle?

What type of service experience would have resulted in these visitors staying engaged during these early engagement stages (the qualification stages), and choosing to “get serious”?

What are the best practices companies should consider that deliver the service experience customers want?

Matching website tools and technologies to customer needs – what works best and when?

All attendees will receive a detailed white paper from Patricia Seybold Group (“Framework for Evaluating Customer Self-Service Products and Services”) that expands on many of the ideas you’ll hear.

Upcoming Webinar

You’d never treat customers like this if they visited your offices – why do you do it on the website?