Thursday, November 29, 2007

Sitòfono Social: because relationships matter

Sitòfono is undergoing a major restyling, these days.
We realized that relationships between a firm and a customer cannot be just "phone calls". After all, the phone call is just the medium to achieve a result.

In the Real world, customers notice you on a printed ad, look for you in the yellow pages, get your name by some friend's advice. Anyway, since customers are usually located in the same place, they are naturally bound to move within a limit.
Time passing by, they will notice you again, and get information which is persistent and durable. They will remember you, and you have somehow captured their attention.

But what happens on the Web? People move, literally flock from a content to another. The very same happens on e-commerce sites, or "online shops": customers are like a frenzy swarm, some bounce on your website and do not come back again.
Customers have to cross a lot of barriers on your site.

  • The first "shield" is distraction: customers can go off track if they don't get a clear focus
  • The second barrier is lack of comprehension: do they understand clearly what they are looking at? Can you assure them that they got the message?
  • The third barrier is lack of persistence: will they come back the next day?
  • The fourth barrier is mistrust: can they judge a book by its cover? Don't they need direct contact to be assured that you are a trusted person? Visual contact will be the best, but even voice contact can make the difference
  • The fifth barrier is hesitation: when facing the payment form, they can get scared, or they need some more information that hasn't been found on the website. At least, it wasn't noticed before
People need direct contact to resolve uncertainty and to dissolve some of these barriers.
Sitòfono addressed very well the barriers that involve direct contact, like hesitation, mistrust and lack of comprehension.
But now, with the new "social" features, Sitòfono becomes a tool which engages your customers in a more social-oriented behavior: your visitors can give advice about your website to their friends, bookmark the call-back button for future reference, share the URL on the most common social bookmarking tools...
In word, they will remember you.

Luca Filigheddu published a great review of Sitòfono with the new social features, check it out!

If you want to discuss about the new features with me,
just call me

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