Serving your customers online and reducing your costs
The 24 hour availability of a website makes it an excellent channel to serve your customers at low cost - if you avoid the pitfalls.
A well designed site incorporating functionality to help the customer can remove operational costs from your business. Rather than telephoning you many customers would initially prefer to research products and pricing on the Internet before they contact a business.
Changing contact details, making an initial product enquiry, reviewing frequently asked questions (FAQ) and checking where your shops are located are all activities which customers can do themselves without contacting you. Deliver an excellent customer experience during these activities, 24 hours a day, and the customer satisfaction levels will increase while your costs reduce.
This really can become a win win situation for you and your customer.
Automating your customer support
My regular readers will know that one of the things I highly recommend doing with any online business is automating as many of your day to day tasks as possible.
Writing A Business Website Sales/Marketing FAQ
Everyone on the web thinks they can write a FAQ. But then why are so many FAQs so lacking? How often have you read a FAQ and thought, that didn't tell me anything I needed to know!?
Your FAQ Page - A Sales Tool? You Bet!
The FAQ page a standard addition to almost any site. It usually lists questions customers ask on a regular basis, and the answers to those questions. But what befuddles me is that hardly any sites I have visited use this page as...
Should I list a telephone number on my site
Having a telephone number can help to avoid abandoned shopping baskets but it can also increase customer contact costs. This article discusses the benefits of talking to customers.
