Most online shoppers still have a last minute fear of clicking the ‘buy’ button on websites and providing their credit card details. Security, trusting the supplier and knowing the parts are going to arrive are the main concerns according to mail order specialists, Car Parts Direct.
Mark Cornwall of Car Parts Direct said: “We asked 100 of our customers why they ordered from us over the phone rather than online. Security, immediate response and knowing their order had been dealt with were the really important issues.”
Car Parts Direct responded by making online enquiries are handled within the hour. The company claims phones are answered within a maximum of sixty-seconds, and normally within five rings. A strict company rule is that no customers must ever be put on hold. All telephone enquiries are dealt with immediately or a phone call is made back to the customer within 15 minutes. Car Parts Direct claim that once a motorist trusts the phone contact service they then prefer to order online.
“New customers often phone us for advice before ordering online, they like to know that real people do exist. I understand exactly how some online customers feel. I would not buy from a website if the phone and contact details were not available,” said Mark Cornwall.
Visitors to the Car Parts Direct website are also offered an option to click a ‘Phone me back’ button on their website to place an order.
Cornwall claims customers using their online car parts catalogues to buy has increased by 23% since introducing the new customer friendly procedures.