Millennials Want Online Businesses to Provide Live Chat

A new study shows that millennials prefer live chat over phone and email interactions.


According to a report discussed by, 28.9% of consumers prefer to interact with retailers through online chat (25.85%) or messaging apps (3.1%) while deciding on whether or not to make a purchase. This is driven primarily because most millennial shoppers have embraced new technology such as chatbots and messaging apps.

Together, these chat tools are now more popular than phone conversations (28.7%) and email (27%) as the preferred method of interaction. Many online consumers look for the live chat option when they visit a website.

The survey is based on more than 1,000 consumers. It highlights the important role that millennials are playing in this shift. Among consumers who are 18 to 34 years-old, more than a third (37%) of respondents chose live chat as their favorite way to contact companies. Less than a quarter of the same demographic ranked phone or email as their top choice. More and more new internet users don’t want to pick up their phone. They don’t want to spend time emailing companies back-and-forth either.

Read the full article here:

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Care More about Your Customers!

Whether you are a solid, mature business or one that is just getting started, don’t join the following group of companies that could care less about their customers.

The biggest offenders are those who hold a monopoly in any one market. They don’t have to worry about people going somewhere else. If we don’t like how they treat us there is nowhere else to go.  Say, for example, that you only had one choice for cable installation. More than likely, you were forced to put up with missed appointment windows.

It’s confounding, but it should not be surprising, according to Chiranjeev Kohli, a Cal State Fullerton marketing professor who told The Motley Fool via email that in the end, it all comes down to money and the fact that bad customer service does not always have the negative impact you would expect.


“Companies look at their bottom line. As margins get squeezed, customer service comes on the radar as a possible line item that can be cut. And, since it can be quite expensive, it is a tempting target,” he wrote. “Also, while the general impression may be that customer service is critical, evidence often suggests otherwise – particularly for a segment of the consumers.”

The second biggest offenders are those that know that switching from one company to its competitor is a royal pain in the butt. These customers feel stuck and hate thinking about staying and leaving. Darned if they do, darned if they don’t. It’s not a very enjoyable circumstance. It’s 2016 people! We’re better than that!

Of course, 4x Buyer Protection gives business owners the ability to provide four valuable, much-appreciated services to their potential and current customers. This one service alone can put a mediocre company at the top of the success pyramid. Benefits like shipping insurance and identity theft protection are sought after more and more by wise, competent online consumers.

Read the complete article here:

If you would like more information about providing four amazing services to your customers, with little out-of-pocket costs, contact 4x Buyer Protection today!

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Answer These 5 E-Commerce Questions!

20150724180216-woman-writing-a-blogHave you taken a good look at your e-commerce business lately? If you’re not getting the sales that you think you should get, take a quick glance at these five questions to see if you can improve in even one area of your online business to make more money.

Are You Using an Abandoned Cart Strategy?

Are You Paying Too Much?

Where Can You Add New Sales Options?

What’s Your Checkout Process Like?

Can You Add an Up-sell Option?


Maybe you’d rather spend your time focused on creating new products or connecting with customers than running through this questionnaire to improve your e-commerce processes. That’s fine. Just remember that everything in your business is connected.

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Need to secure your site from hackers: Trust Guard can help!

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Consumers Are Tired of Online Security Warnings

According to a study by the National Institute of Standards and Technology (NIST), online security threats are  still an issue.

Security fatigue, or simply being tired of online security warnings has made some people feel indifferent towards potential risks.

security-threatThe paper found that people feel “overwhelmed” with having to be on constant alert from cyber attacks. They are also negatively affected by the proliferation of online security measures available to protect themselves. As a result, many ignore the warning signs of a possible attack. As one individual remarked: “I get tired of remembering my username and passwords.”

Mary Theofanos, co-author of the study and computer scientist at NIST, said:
“Years ago, you had one password to keep up with at work. Now people are being asked to remember 25 or 30. We haven’t really thought about cyber security expanding and what it has done to people.” However, sites like LastPass can help us keep track of our passwords.

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Your E-Commerce Business Needs these Three Policies!

If you have an e-commerce site or are thinking about starting one, there are a thousand and one things to stay on top of.

As a smart business owner, you’ve already set your e-commerce business up with a formal business entity like an LLC, which will help keep your personal assets separate from the business’ liabilities, opened a bank account, and looked more qualified to potential customers by creating a website.

returns_policyIn the hustle and bustle of getting your e-commerce store up and running, many people often forget to take another important step to protecting their business and themselves. But not having these three documents could cause legal, economic and reputational headaches to your e-commerce business.

We’re talking about essential website documents for your visitors and customers.

All too often e-commerce businesses lack good, well-thought-out sets of website policies. To start, every website needs a Terms of Service, Privacy Policy and, if there are items for purchase through the website, a Returns & Refund Policy.

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How Social Media Can Boost Your Customer Support Efforts

If you use social media well, it can boost sales, promote your brand, and build long-lasting relationships with your customers.

If it isn’t done well, the opposite could be true: sales will lag, few will be aware of your brand, and you will have little if any customer loyalty.

Here are some tips to improve customer relations using social media platforms:

  • Make sure that the people serving your customers through social mediums know your product well.

  • Make interactions more personal and more meaningful.
  • Make the customer support team a bigger part of your organization.
  • Use social media to change a negative review to a positive one.


Read the full article here with insight about each bullet point!

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Improve Your Online Customer Service

If you own an online business, you have to be able to take care of online customer service issues quicker than someone with a million Facebook friends can tell them that you haven’t.

Software programs like Rhino Support can put you in constant contact with your customers. They offer live chat and helpdesk software for small to medium sized businesses.

cultivate-customer-complaintsDo your best to keep track of your customers’ activities across various platforms. For example, if a customer calls you regarding a problem and your customer service team is able to quote a tweet or a post the customer made, it would have a lasting impression on them.

If it’s a public tweet or post, it could also sway their friends to utilize your products and services too. Birds of a feather do flock together. If one bird sees another bird receiving immediate positive feedback, it’s as good as a personal referral – maybe even better!

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Where Does Your Online Traffic Come From?

If you’re an online e-commerce business owner, you need to understand how to get online traffic. The four sources of online traffic are Direct, Organic, Non-Organic, and Paid.


Of course, the more traffic you can get to your site through direct, organic and non-organic leads, the better – unless your costs for bringing paid traffic is less than the costs (time, effort and research) than the other types of traffic. Get educated about how to bring in the best traffic (people who are really interested in your brand and/or products), and then do your best to monitor which type of traffic you are getting.

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Six Ways to Price Match!

Experienced online consumers understand that sites that match prices aren’t a surefire bet for the best deal.smart_shopper

But checking how much something costs at different locations to price match is still worth doing. So says Nanda Kumar, professor of marketing at the University of Texas at Dallas. After all, you won’t save any money by shopping at a store with such a policy if you don’t actually verify that the price they are offering is, indeed, the best price.

Here are some ways that online consumers can save money by price matching:
• Check various websites for price matching policies.

• Match comparable products.

• Download a price comparison app such as ShopSavvy or Scan for brick-and-mortar stores.

• Some retailers, including Target, will match their online prices in store, so check both before buying from one or the other.

• If you find your item for less post-purchase, ask for a price adjustment.

• Review the website for a Price Match guarantee image/seal.


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Six Ways Consumers Can Price Match

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Huge Corporations Price Match ~ You Can Too!


Small businesses can offer price matching just like the billion dollar companies offer it thanks to 4x Buyer Protection.

I just did a quick check on Google’s search engine. When I typed in the words ‘price matching,’ the front page was filled with results from Target, Walmart, Best Buy and Amazon.

These are some of the biggest companies in the country. 4x Buyer Protection allows small businesses the opportunity to offer their potential customers the same thing that the ‘Big Boys’ offer.

After all, the truth is that not very many consumers actually use the service anyway – they just want reassurance before they buy that they could price match if they had the time.

Even though price matching works, less than 10 percent of consumers do it according to Sucharita Mulpuru, chief retail strategist for annual commerce industry convention Shoptalk.

She says that although price matching has grown during the last decade, many consumers are still unaware of it. Others don’t bother because it seems like a hassle. And some stores keep such a close eye on pricing that often matching isn’t necessary.

In any case, offering your online visitors a price match guarantee through 4x Buyer Protection gives you the clout usually afforded by huge corporations. Even though the offer may seldom be used, offering to price match competitors keeps consumers on your page and is sure to improve your conversion rate.

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To offer Price Matching to your online visitors, as well as other cool benefits like Shipping Protection, visit 4x Buyer Protection today!4x_logo