In taking out a SIM-only subscription, it’s possible consumers may have questions. Telfort cleverly anticipates this by being reachable: phone and chat options are clearly placed on the page. Consistently showing the contact options during the order process makes the website visitor trust the company. This is the result from the WUA study on SIM-only subscriptions (January 2019). Delivery speed and clear explanations about the steps that need to be taken also help breed trust.
Contact options clearly visible
The contact options are prominently featured and are mentioned at several stages in the process. It also mentions that customers can expect reliable service from Telfort, and the company states ‘we’ll gladly help you’. The consumer says about this: “They provide a lot of clear contact information.”
Order process: consumers are taken by the hand by Telfort
During the order process, visitors are met with clarity and transparency. After every step, an explanation is shown: ‘what happens when I click ‘continue to order’?’ That way, the consumer feels like there’s no way they can accidentally order something they don’t want to, and they know exactly what will happen when they click the next button. In the final stage, the website once again mentions the total price, and when the visitor clicks the price tag, they will see a pop-up with the specifications (similar to a receipt).
Telfort is an established brand, and the general public knows Telfort is a brand that’s a part of KPN. This connection is mentioned and briefly explained.
Just as fast as a webstore
Visitors are content with the speed of the order process on Telfort.nl: the steps can be walked through quite quickly. The USPs shown are clear and convincing to the visitor, too: ‘Free delivery. Order before 4pm, delivered tomorrow’. Convincing for consumers who can’t wait to get the newest phone!
It feels right and is explained well
In the study, it’s mentioned regularly that Telfort seems reliable. The points mentioned above contribute to this. One quote from a respondent, for example: “It feels right and is explained well.” There’s not too much information; the information given only makes it better for the website visitor: “They provide sufficient information for me, and they’re very clear.”
One of many Best Practices
This best practice is one of many from our Digital Sales custom-made report. Learn from the best players in the market through best practices from the study as well as other industries in the WUA benchmark. You don’t need to reinvent the digital wheel. With the Digital Sales Scan reports, WUA paints a crystal-clear picture for you of the best practices at screenshot level. With both the Best Practice Report and the Digital Sales Scan, one of WUA’s Digital Experts will present the results of the Digital Sales Study to you and your teams. Our experts will lead your team through problem areas on your website, and help your teams set priorities and concrete next steps. Stay ahead in the race against the competition and see what we can do to help you can to be the best.
Laura is a Content Marketer at WUA. Among other things, she deals with the website and newsletter