5 Tips for Using Live Chat on your e-Commmerce Site

If setup and used properly live web chat is a great customer service option for your e-commerce site.  It has low usage among consumers (24% used in the previous year) but it has a higher level of satisfaction for customer support than email, social media and even phone. Don’t show it if no one is there.  We have all seen the “Live support not available” graphics on web sites and this just seems so last decade to me.   If no one is there, just replace…

Hello? Is anyone paying attention?

“Hello… I’ve tried to call your support lines which told me that I’m not calling within business hours and the system hung up on me (I called at 2PM EST). I have also tried your “Online Assisted Support” and after filling in all of the information I received a web error that told me to try later… I filled in the form on Thursday of last week too with the same results… Are you having some technical difficulties or do you just not want to…

All Pages are Landing Pages

There is a lot of discussion about “landing pages” in the web design and marketing community.  A landing page is the first page your customer lands on when they come to your site.  Most of the effort is put into landing pages for PPC ads as site owners try to maximize conversions or revenue per visitor (RPV) for every visitor they buy from their PPC channels. Landing page optimization has become a science and there has been extensive testing on how to squeeze the last…

Common Sense SEO: 5 Tips

People will tell you that Google’s algorithm updates and the rise of semantic search has killed Search Engine Optimization (SEO).  Semantic search is all about the giving you the results you want, not what you ask for.  If you are on a mobile device and are searching for “Indian Food” at 5 pm, Google is smart enough to figure out that you would prefer a local result and will present you with options near by.  That is a pretty simple example, but as search engines…

E-Commerce in Canada Infographic

I actually spent Canada on a bicycle enjoying the beauty this great country has to offer and I am grateful to the kind folks at search optimization company Nextopia for producing this great infographic and saving me the time!      

Mobile Conversion Benchmarks

Our merchants frequently ask us how they are doing compared to others so I was happy to find this infographic today from the good folks at that run the eTail conferences.   It is based on a survey of 210 online retailers across a wide range of industries. My only complaint about the data is that 59% of the survey respondents were < $50 Million in online sales which is a heck of a big range!  We know from experience that there is a huge difference…

Abandoned Cart Recapture in CommerceCM

One of our recent updates to CommereCM is our Message Centre.  This is probably one of the most powerful enhancements we have launched in a long time.  Message Centre lets merchants manage messages that are sent to shoppers based on specific user actions.  Message Centre consolidates our order status updates, gift registry messages, gift certificates, order confirmations, and other marketing messages so that they are easier to update, and it adds a bunch of new email marketing automation capabilities. One new capability of the Message…

The Evolution of the Web

Sometimes I think my life was easier a decade and a half ago in the early days of the Internet and this great interactive infographic illustrates it perfectly. From the invention of HTTP in 1991 on the left, the smooth elegant lines turn into a tangled mess of new and constantly evolving technologies today on the right.  Perhaps in a few years this gordian knot will untangle as hindsight will clearly separate the truly significant changes from the distractions and noise, but for the time…

Building a Better Store Locator

While e-commerce continues to grow, the majority of transactions still take place in stores so you need to get those shoppers across the threshold to make the sale.   If you only have a handful of locations, a simple  page listing locations works great, but what if you are a manufacturer with hundreds of dealers?  The most frequent use of a mobile web site is for people to look up the location of a store so you need it to be easy to use with thumbs…

Testing Your Site in a Fragmented World

Web design is getting increasingly complex.  It hasn’t ever been easy, but there was a time when if your website worked on the dominant web browser you were pretty much home free.  Unfortunately for us, the days of the dominant browser controlling 90% of the market are long gone.   Chrome passed the 50% mark last year but Firefox is holding steady at about 25% with IE, Safari, and Opera battling for the left overs. In the increasingly bloody battle for market share, the days…