Anti-Fraud & Risk Management Services

Whether selling products and services via the web, or simply providing customers with an information and contact portal, your customer's expectations are very high. Frankly, they expect their online experience will be as good or better than their other contact touch points with your company. Are you creating and delivering a great online experience? When customers visit your site, does it feel and seem the same as visiting your locations or calling you on the phone? Examples of what can be measured via website evaluations include:

• Ordering, shipping, delivery, returns
• Service, accuracy, correct charges
• Were inquiries acknowledged immediately via an auto-responder
• How long after inquiry was actual contact made
• Was post-inquiry contact electronic, telephone, both
• How many post-inquiry contacts were made
• Were the responses appropriate to the inquiry, professional, correctly spelled, proper grammar used, etc.
• Product availability, backorder notification, delivery as promised
• Cross-sell/add-on product suggestions made
• Did products received match what was pictured on the site
• Condition of package and products when received
• Marketing materials included in shipment
• Ease and sensibility of navigation
• Problem resolution scenarios
• Were shipping & delivery notifications/confirmations provided
• Product returns – entire scenario
• Follow-up contact/communications