Zhong Zhixin: How the website obtains the user's Trust (iii)

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Introduction: The biggest problem of selling things on the website is the trust problem, this is unavoidable, no matter your website has many brands, users of your site will always a little mistrust. On the Internet, GM households can neither see what they want to buy nor see the people who sell it. Users do not know the background of this site, came to a strange site, how to believe that the site is not a phishing site, to confirm that this is not a hoax, has become a big problem.

Not much to say, and then "Zhong Zhixin: How the site to obtain the trust of users (i)", "Zhong Zhixin: How the site to obtain the trust of users (ii)" continue to decompose, have not seen friends can search the title of this site, or focus on the Zhong Zhixin blog or webmaster Heart Forum.

8. Refund return

The provision of unconditional refunds, and indeed do, can often greatly improve the conversion rate. The reason that the flow of people buy and do not buy between because, a large part of fear of buying back to find inappropriate,. If the merchant strongly guarantees that no matter what the situation, as long as the user is not satisfied with the product or unsuitable, the merchant absolute unconditional refund. For users, the purchase becomes 0 risk, like to stay, do not like to return, will not suffer, why not?

Of course, there is a certain risk of unconditional refund, especially in some industries or regions, this also has the quality of the treatment of the user group issues. As long as your product and the site is not the difference between the introduction of too much, after the purchase of the real demand for refunds are very few users. And the longer the refund is guaranteed, the higher the conversion rate is, and the more fascinating is that the longer the refund is guaranteed, the less money is refunded. The reason may be that customers think there is still time, after a period of time to say, often over a period of time also forget, or do not want to ask for a refund.

So if other sites do not provide a money back guarantee, your site provides a one-year money-back guarantee, you occupy a more powerful position, let the user rest assured that, of course, if it is a physical product, the premise is not used in Kaifeng. The best money back guarantee is unconditional refund, do not ask anything, as long as the user is not satisfied, to refund, the merchant will refund. When a customer asks for a refund, do not try to get the customer back, creating obstacles for return. Because the more customers new station plugging, the more impossible to buy here. If you turn the return refund process into a crisp and enjoyable experience, the user will remember you, think of you the next time you need it, and may also refer you to others and publicize you. So deal with refund returns not only to simply, but also do not let users create any pressure.

The longer the refund period the better, people are lazy and easy to forget. If you ask for a refund within three days, this is actually forcing the user to make a return decision, after this time there is no chance. But if you change to 30 days or even a year, users are not in a hurry to make a decision. After a period of time, a lot of things will be sent changes, perhaps the user will forget, perhaps to think about the product is also good, or just because of time, the mood is calm, not so want to return.

9, the truth behind the website

The website may as well put on some personal style article, lets the visitor feel the website behind that living person, is not a illusory, or is only the cold webpage. The best way to do this is to put a picture of the employee in the company and, if possible, a video. These photos or videos need not be serious, but realistic photos, such as company employees ' New Year party and so on.

Many companies have a wide variety of corporate activities, these activities can be very specific proof of the company's existence and history, but because lazy or hold these are small things, not fully utilized. Often can impress the visitor, let the visitor trust is these little things. You take a small step more than other sites, a more cordial and trust. On the contrary, which scam artists are willing to spend time on these details?

10. Customer Comments

There is an old saying that is very good, Wang Po sells melon, puff. They say they are good, persuasive is not high enough, but others boast is not the same. Third-party certification, news reporting is on the one hand, the customer is another very convincing source of information.

Most of the time customers ' comments are more useful than any text. You should set up a special Customer evaluation page on your website, and try to find existing customers to help you write some comment text. Not necessarily praise words, but also can be raised, the most important thing is to be authentic. There are some negative comments that look truer.

Customer evaluation can not be fabricated by their own making. Customer evaluation must be verifiable, should leave the customer's real name, email, and even telephone. Visitors can contact the customer to verify the authenticity of the evaluation. In exchange, the site can give comments to users to provide discounts, lotteries and so on, contact the customer to write the evaluation is to be very clear to inform the customer, these evaluations will be published on the website, to go to the client's authorization to avoid future disputes. In addition, the customer evaluation text must be authentic, do not edit. A variety of personalities, various places, all levels of customers, the tone is certainly different. Only authentic words are the most persuasive and credible. Opening a forum is also a way to provide evaluation. In the Customer road U head, customers can not only ask a variety of questions, the customer and the company's communication will actually be other visitors to see in the eye, that is, a way of customer evaluation.

11. Search Engine

Network marketing personnel should often search the search engine for their company name and brand name, check whether the search results in front of the company will affect the negative news. The two most important things to avoid: one is to return the results of the first 10 or most of the top 20 are negative news, and the second is to search the company name or brand name, almost nothing to return, this shows that the company basically no history, per user, no comment. Many users search the search engine for background information about the company or website before they buy the product, rather than Wang believe what the site says. Search engine results and the site to cross-reference each other, will make users more comfortable.

12. Real-time online customer service

One of the best areas of e-commerce development in China is to rely on these platforms such as Taobao, which have real-time customer service tools. Now a lot of communication tools have developed the interface, the site can be arbitrary access, very convenient, personal feeling is the most commonly used in several types of access, QQ, Ali and so on.

In fact, if users need to ask real-time customer service personnel to find product information, this means that the site's design, ease of use, content planning problems. The best state of the web design is that the information that the user needs is already on the site, and when the user needs it, it appears right next to the cursor.

Real-time customer service should not only be used as a tool to help users find information and make up for site defects, but also as a tool to build trust. Most users can find a living with the dialogue, whether through online chat or telephone, even if only a short sentence, as long as you can find a living person, the user's psychological more practical.

Finally, to emphasize that all of this allows users to trust your site charges, must be in the premise of honest business, here is how to complete and real show the strength of the site, not cheating. Try to convince the customer as much as you can on the website, but don't exaggerate and don't fake it.

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