“I can’t log in to your website. I can’t access the online ebooks or videos that I just paid for. Can you help?”
“No one has responded to me. I want a full refund. I am angry. I am feeling confused. Your site is difficult to navigate. No one is taking the time to help me.”
If you are a person who is running a one-man shop—perhaps you are selling ebooks or other products online—there will always be customers who experience difficulty for one reason or another just due to the technical nature of your product’s delivery. Different browsers and operating systems and a varying degree of user ability will affect a certain percentage of your sales.
If you have a contact form on your website, most folks will use that, but there are some who won’t even get past the order stage. They may even feel that there’s no point in trying to contact you because they’re sure their inquiry will just end up in a ‘black hole’ somewhere in cyberspace.
There isn’t much you can do for the few who don’t even bother to contact you, but there is a lot that can be done for those who do…
