It is shocking to think that in 2007 there are still online retailers that don’t answer the phone when you call them. About 7 years ago I remember Jakob Nielson getting rather excited about websites not having phone numbers on them and how bad this was.

Well in 2007 people have learnt at least that they need a phone number on the website (although Amazon could still be held guilty of this). The problem is that now they just don’t bother having anyone on the end of the phone.

Case Study 1: Kybotech
Kybotech are what seems to be a logistics company that operate a whole load of online retail stores. These sell everything from garden tools to barbeques to children’s toys to garden furniture.

I ordered a BBQ from one of Kybotech’s websites (Flaming Barbeques). It was a nice looking BBQ and I was well excited about it. However, it arrived damaged in 3 places and so I tried to call them to report it. When I called they were engaged. Not just for a few minutes, but every time I tried for several days. So I also sent emails from the website - 3 in total.

I even tried the trick to call the orderline number and got through to someone very quickly. They couldn’t help me of course - there were just interested in getting money, not giving good service.

Eventually I got through on the phone after 2 weeks and 45 minutes waiting on hold on an 0870 number!!!

I may say more about this purchase experience in the future but for now my points are very simple:
1. Put a phone number on your website
2. Use a phone number that will not cost the customer extra money above what is reasonable (an 0870 number for 45 minutes cost me £4.56 with Virgin Media - I will be claiming it back)
3. Make sure there are enough people around to answer that phone
4. Make sure the orderline is not prioritised over the customer service number unless you want to encourage negative marketing

That’s it for now.

We have been a bit silent lately and only posted one or 2 entries but I am about to change all that. Get ready for the flurry.

Starter for 10… Invasion of the paddled feet

I was out of the office last Thursday and I thought I would call the office to check in. I was startled to hear what was occurring…..

For those of you who have not had the privilege of visiting our offices we have a little courtyard garden out the back which is a bit of a sun trap. Well the guys discovered a family of ducks out there!

Now we don’t have a pond or a river or anything like that so we have no idea where they came from - especially as the ducklings looked like they couldn’t fly.

So what do you do when you find this helpless looking family in your back yard? Well Robin’s Bill Oddie side came out and he called the RSPCB. They said to take them down to the river… easier said than done.

I must admit that I was sorry to have missed the escapades as it sounded fun to watch. A little while later and the ducks found themselves inside an Apple box (good reuse example there) and on the way to the river.

Who knows where they are now?