Frequently asked questions
We’ve got a new product, which we want to promote online and sell to large online retailers, but no-one will let us get our foot in the door! Can you help?
Absolutely. At Kooglo, we’re proud of our networking skills and really do know who’s who on the web. If we don’t know the person you are trying to contact then we will find someone who does so they can help you to make the right approach.
Our online sales are growing steadily but our call centres are being swamped with calls from customers who’ve been on the Internet. What are we doing wrong?
There could be a number of reasons:
- Ironically, you may not be doing anything wrong at all, if business has increased online then so will your general queries, so it may be a good sign!
- There could be a problem with your order process that is stopping people from buying online. The problem can be technical or emotional (customers sometimes feel uncomfortable dealing with companies they’ve not heard of or seen advertised on TV).
- Your payment methods may be limiting the type of customers who can buy from you.
- You may not be confirming the order back to the customer via email or clearly on screen, so they can be sure everything has gone through okay. Customers will often pick up the phone ‘just to check’ they’ve not done something wrong.
These are just a few of the reasons that generate more calls.
We really want online customers to stay online so a review of the website and all customer contact points would enable us to recommend a solution. Obvious areas will include the type of online help such as dynamic FAQs, text chat, and automated call-back services that will instantly minimise the impact on your call centre.
We need an interim Head of eCommerce to really pull things together quickly. Can you help?
Yes. It may be something we can do ourselves, either on an interim or consultancy basis or, if not, we will recommend someone who we feel will be the right person for the job.
We’re looking to appoint new suppliers to manage our affiliates, to send out our email marketing, and to optimise our website for search engines (SEO). We keep talking to different agencies and they all have conflicting views. How will we know what is right for us?
We frequently hear about nightmare situations like this and have experienced them first-hand when we have been looking to appoint agencies. The only answer is to find people, like us, who are truly independent and can search for the best agencies.
Kooglo are paid only by their clients and will not take any commission from suppliers. If our client chooses to use a supplier we’ve recommended and the supplier then offers us commission, we will attempt to negotiate a discount for our client.
We have a website but don’t currently sell anything through it, despite the fact that we’re really well known for our mail order service. We don’t even have an eCommerce strategy. Help!
We love developing eCommerce strategies.
We’ll work with you to identify your company’s eCommerce vision and goals, bringing the thinking, planning, analysis of all available data and, finally, execution of your plan. We do as much or as little as you need and will always be available to offer advice and support.