Hi peeps
I've been reading with interest quite a few threads recently about checkout problems/drop outs etc.
We've recently had a flurry of customers say they can add to basket but when they go to the payment page it just hangs. Fortunately these customers still want to order so at least we know about it and can take the orders over the telephone (how many we just lose, I shudder to think about).
We've tried to replicate this on 6 different PCs/laptops and can't - our hosts (Techno-Web/4sure) have also tried and can't.
We redesigned our site back in July to the smart theme when things were a bit quieter and didn't notice any fall out of orders. But now we're in our busy season, obviously the number of problems grows exponentially with the number of people using the site.
Plenty of orders are coming through so we know it's probably not a server issue as after all, it doesn't pick and chose who can and can't order. So it would seem we're dealing some sort of problem on the customers' PCs.
This is where we get stuck on what to advise. We've had customers who have ordered from us for years who now can't and these are the last people we want to alienate! However, what strikes me as odd is that we've never had any complaints from what I'd call "professional" customers - i.e those who run their own websites and are IT savvy (so probably keep up to date anti virus, spyware and adware programmes running).
Is anybody else facing similar problems? Trying to find out from the customers who do have problems exactly what has happened is virtually impossible - they don't understand what OS they are using so anything more is beyond the realm. We're worrying now that the site design change may have caused the problems, but I can't see how...... at a loss?!
We've tried to advise customers to ensure they run programmes to keep their systems clean, but again this is beyond the realms of understanding of a lot of people - so far as they're concerned, our website is broke and we should fix it. Any ideas?
I've been reading with interest quite a few threads recently about checkout problems/drop outs etc.
We've recently had a flurry of customers say they can add to basket but when they go to the payment page it just hangs. Fortunately these customers still want to order so at least we know about it and can take the orders over the telephone (how many we just lose, I shudder to think about).
We've tried to replicate this on 6 different PCs/laptops and can't - our hosts (Techno-Web/4sure) have also tried and can't.
We redesigned our site back in July to the smart theme when things were a bit quieter and didn't notice any fall out of orders. But now we're in our busy season, obviously the number of problems grows exponentially with the number of people using the site.
Plenty of orders are coming through so we know it's probably not a server issue as after all, it doesn't pick and chose who can and can't order. So it would seem we're dealing some sort of problem on the customers' PCs.
This is where we get stuck on what to advise. We've had customers who have ordered from us for years who now can't and these are the last people we want to alienate! However, what strikes me as odd is that we've never had any complaints from what I'd call "professional" customers - i.e those who run their own websites and are IT savvy (so probably keep up to date anti virus, spyware and adware programmes running).
Is anybody else facing similar problems? Trying to find out from the customers who do have problems exactly what has happened is virtually impossible - they don't understand what OS they are using so anything more is beyond the realm. We're worrying now that the site design change may have caused the problems, but I can't see how...... at a loss?!
We've tried to advise customers to ensure they run programmes to keep their systems clean, but again this is beyond the realms of understanding of a lot of people - so far as they're concerned, our website is broke and we should fix it. Any ideas?
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