Comments on: Great Service, Good Business, or Just Annoying? You Make the Call

By: George Angus

George Angus — Tue, 09 Mar 2010 16:56:27 +0000

Matt,

This would completely peg my annoyance meter. I’m afraid my response to the phone call would be something like, “I abandoned the cart because you knuckleheads won’t be completely up front with your pricing!” The technology exists for all of the addons to be displayed right up front as you go along. For me, if an online business won’t show prices until I add them to the cart, I go elsewhere.

George
George Angus´s last blog ..Read An E-Book Week

By: smallbizbee

smallbizbee — Fri, 05 Mar 2010 21:32:21 +0000

Thanks for the feedback everybody. I think I side with the general consenus here that this is more annoying than good business. I’ll still use the company, all things considered they have a good product and service, but if they could just tighten this up a bit they could go from good to great.

Matt

By: Julie Weishaar

Julie Weishaar — Wed, 03 Mar 2010 05:36:49 +0000

Good and bad. It would be good IF they re-defined their process to FIRST check and see if an abandoner does put through an order that same day. If they do, there should be no phone call. And IF they follow-up on your suggestion that their site allow customers to see full costs. This would show their true commitment to their customers by actually listening to their customer’s needs.

By: Alex

Alex — Wed, 03 Mar 2010 04:55:20 +0000

Calling after leaving a cart? I would be very frustrated with them. They should know their business and see that you come back and obviously end up ordering something. I would definitely ask to speak to a supervisor or send an email to the company. That is bad practice. I can understand them doing it if you do not come back and make an order, but otherwise..NO WAY
Alex´s last blog ..Have No Fear, Underdog Is Here!

By: Crystal

Crystal — Tue, 02 Mar 2010 04:07:52 +0000

I agree with you and Jane as well… I would like to see the total cost of an item before putting into my cart. Or at least be able to put it on a wish list and see the price. I think that calling every-time an order in the cart isn’t placed is a good try but a little annoying. I might find an email less annoying.

By: Lisa Morosky

Lisa Morosky — Tue, 02 Mar 2010 03:54:55 +0000

It’s interesting how the answer to that depends on how you look at it.

As a customer, that’s so ridiculously annoying (and one reason I have a Google Voice phone number forwarded to voicemail). I have to believe that it would be cheaper on their part to simply fix the usability issue (show total price throughout the process), and stop wasting manpower on these calls. There are other ways to see abandoned cart items.

From a business standpoint, it’s kind of intelligent. In the age of social media, we like when businesses go the extra mile and reach out to us. It probably makes some people feel special.

But yeah – they need to stop that. They obviously have little concern for their customers if they’re willing to make doing business with them difficult, time-consuming, and obnoxious.
Lisa Morosky´s last blog ..The Only Thing You Need to Know About Online Etiquette

By: uberVU - social comments

uberVU - social comments — Sun, 28 Feb 2010 15:36:37 +0000

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By: Jane

Jane — Sun, 28 Feb 2010 00:13:34 +0000

I think its REALLY annoying! I have the same issue with a company I order from every year for custom holiday engraved gifts. I would rather have the ability to design and redesign till I like it, know what it costs, THEN ADD IT TO CART~
Not the other way around, that just takes up toooo much time and it wastes my time.