Is Your Website Delivering Customer Service Excellence?
It costs your business five times as much to win a new customer than to keep a current one. Does your website represent customer service excellence?
Most customers are not loyal by nature and research shows that emotion influences purchase decision six times more than rationale. Your website is what connects you with your customers and connecting to your customers on an emotional level is the key to establishing a lasting relationship with your brand.
Your website must go beyond simply automated ordering and delivering of your product and develop solid bonds with your customers. It is essential that your website provide a unique customer experience by proactively anticipating your customers’ needs and expectations and exceeding them, every time.
The top companies retain their return customers by providing service excellence because, let’s face it, customer service is commonly why consumers are loyal. If a customer has a bad experience with your business, it takes a click of a button visit one of your competitors. If your business prides itself on customer service excellence, your website should reflect this.
Here are some of the top tips to ensure your website and your business stay focused on the most important elements of customer service excellence:
Contact Us Page
This may seem like a no brainer, but make sure your contact information is correct and clearly visible. Some websites have their businesses’ contact information at the top or bottom of each page, while others have a designated “Contact Us” page.
A dedicated contact information page will work well with call-to-action buttons on each page directing your audience to a quick and easy way they can contact you. However, if the contact page isn’t easily found, some customers might become frustrated and lose interest altogether. In fact, 45% of customers will abandon their request, complaint or line of inquiry if their issue is not addressed in a timely fashion.
Frequently Asked Questions (FAQ) Page
A frequently asked questions page can clear up common questions and concerns regarding your business and its products or services. Use this page as an opportunity to clearly answer basic questions and reach out to a larger audience explaining why your customer base needs your service and/or product.
Create an individual page for your FAQs and make sure customers can quickly and easily find the answers they need or want. Also, provide a search icon or textbox so customers can search for keywords associated with their questions. Customers who have their questions or concerns answered easily and efficiently are more likely to return as repeat customers.
Drop Those Breadcrumbs
A customer service focused website lets customers navigate the digital landscape quickly and easily. Breadcrumbs at the top of every page can easily show customers where they are on the website and where they were last. It also makes it easy for them to find your homepage without a several dozen clicks on the back button.
While these features may keep your customers happy, it isn’t easy to build a streamlined and instinctive website. If you’re a tech diehard, writing code for your business’s website might give you more control over the process, but for those of us that aren’t web developers, a good web designer is essential.
Don’t Forget Social Media
Social media is a huge part of consumer interaction these days. For service-based companies that want to take service excellence up a notch, social media gives you the power to interact with a wide range of potential clients and consistently grow a healthy following. For product-based companies, social media gives you a whole other platform from which to broadcast your product information.
However, social media can be a double-edged sword. According to New Voice Media, 34% of consumers said they would take revenge on a company they had a bad experience with by posting on social media.
Social media today is a necessary part of the customer service landscape. To make it easier for your customers to connect with your business, position Facebook, Twitter and LinkedIn so customers can easily visit your social media accounts without hassle.
There are thousands of business websites with millions in marketing dollars trying to beat the competition up the hill of success, so it’s important to invest in your website’s customer service excellence.
Ask us how to maximize your consumer base and boost your business’s online presence with a direct connect approach.
Let us show you how efelle creative can help your website achieve the results you want, gain more user traffic and bring your business more revenue. With years of creative, technical and marketing expertise, our team can help you reach your marketing and design goals with options you probably didn’t even know existed. We offer services in Seattle, Redmond, Bellevue and Tacoma, Washington. Call us at 206.384.4909 or use our online contact form to arrange for a free web design consultation.