If you’re reading this, there’s a good chance you already have a website for your business. If not, stop reading and bump that to the top of your priority list. Updated your list? Good. Whether you have a website or are working on making one, one of the key aspects the site needs in order to be successful is good customer service. But how do you go about doing that with a website?
A lot of people go to websites looking for information. Things like business contact information, answers to questions, and product information are just some of the things people go looking for. If you want consumers to choose your business and be happy about it, you need to make that information easy for them to find. Part of that means making it easy to navigate your site. If it’s intuitively navigable, it will be easier for consumers to find what they’re looking for.
Customer expectations regarding a business’s response time are only increasing. If your turnaround time for responding to customers is too long, you’re going to lose them. One of the things you can do to give your response time a boost is to add a chat feature to your site. About 41% of customers expect a chat function when they visit a website. Whether you opt for a human-driven chat service, a chatbot feature, or a mix of both is up to you.
You may think you have everything figured out in regards to the customer service you offer customers through your website. If they don’t agree, however, you’ve got some work to do. Of course it’s hard to know what to do if you don’t know what they want. The best thing you can do in this situation is to ask for feedback. You’ll get a feeling for what customers are satisfied with and what improvements they would like to see you make. Not all suggestions make work for your business, but you might be able to find some that can help you give your customer service a boost.
Customer service is no longer relegated to in person or over the phone interactions. It’s now an integral part of having a successful website for your business. If you need to improve your site’s customer service, making important information easy to find, adding a chat function, and asking for feedback are just a few of the things you can do. Nail this important aspect of ecommerce and you should see it reflected in increased customer satisfaction among your valuable customers.
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