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 Post subject: Phone ordering service
PostPosted: Sun Mar 16, 2014 4:00 pm 
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Joined: Thu Apr 19, 2012 7:18 pm
Posts: 7670
Location: Madison Wisconsin
We use a third party service that specializes in yahoo stores (that's our platform) to take orders from people over the phone. If you call them they answer our specific number and say "Chefknivestogo" but there is a descent chance that the person on the phone has never been on the site since they take phone orders for several hundred stores. They basically do order entry and they usually have no idea what we sell. There are a few problems with this that I want to discuss.

Advantages:
1. They answer the phone and take orders most of the day and night.
2. It frees us to do our many other tasks without being interrupted by phone order calls.

Disadvantages:
1. They don't know the site very well.
2. They can't answer product questions at all.

We used to have the number in the cart but currently we removed it and put it in a hard to find spot on the site. The idea is we want customers to use the cart and only contact the order taking service if they're motivated by a problem they can't figure out (the most frequent cart problem is people trying to choose Ground instead of International when they are placing an order from Canada).

Any suggestions? Should I just leave it as is?



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Mark Richmond
Chefknivestogo

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 Post subject: Re: Phone ordering service
PostPosted: Sun Mar 16, 2014 4:22 pm 

Joined: Thu Dec 27, 2012 6:00 pm
Posts: 125
Location: Connecticut
I would be tempted to leave it, otherwise you won't ever get anything done, or will have to hire somebody to answer the phone at your location.

Is it possible to add a note in the shopping cart to the effect that "If you are ordering from Canada, you must click "International" when you choose shipping"?


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 Post subject: Re: Phone ordering service
PostPosted: Sun Mar 16, 2014 4:23 pm 

Joined: Wed Feb 20, 2013 2:22 am
Posts: 733
Forward all calls to Melampus' cell phone. Fixed!


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 Post subject: Re: Phone ordering service
PostPosted: Sun Mar 16, 2014 4:39 pm 

Joined: Thu Jan 02, 2014 6:00 am
Posts: 676
Tall Dark and Swarfy wrote:Forward all calls to Melampus' cell phone. Fixed!



+1


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 Post subject: Re: Phone ordering service
PostPosted: Sun Mar 16, 2014 4:51 pm 

Joined: Tue Aug 27, 2013 2:10 pm
Posts: 181
chefknivestogo wrote:...
We used to have the number in the cart but currently we removed it and put it in a hard to find spot on the site.
...


Not that hard of a spot. I found the number on my first click.

For any reasonable customer, the page's disclaimer should be sufficient. I would leave things as they are.


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 Post subject: Re: Phone ordering service
PostPosted: Sun Mar 16, 2014 6:39 pm 

Joined: Sat Aug 24, 2013 2:42 am
Posts: 234
I thought you were on vacation.
Suggestion....enjoy the Carribean :)

Viva Vieques

Douglas


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 Post subject: Re: Phone ordering service
PostPosted: Sun Mar 16, 2014 6:46 pm 
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Joined: Mon Dec 16, 2013 3:42 pm
Posts: 109
Location: Boston, MA
Will the new website provide any enhanced functionality regarding this issue? If not, I agree with a disclaimer. You might also Bold and Underline the disclaimer to draw attention to it.


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 Post subject: Re: Phone ordering service
PostPosted: Sun Mar 16, 2014 6:49 pm 
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Joined: Thu Nov 22, 2012 4:17 am
Posts: 4227
If it's causing problems. Dump it
If it's helpful at all. Leave it
If it's not helping or hurting. Do either, who cares.



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