Using Your Website To Improve Customer Service
Added on June 16th, 2008
Found in News, Special Offers
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The word ‘website’ immediately brings to mind on-line shops (e-commerce trading) or information websites (brochure style sites), but what if your business is not about selling in the traditional sense? What if you are a consultant, an agent or a designer? What if your company offers a less tangible service than selling a ‘widget’?
If your ‘business’ is looking after ’customers’, educating them or providing a service to them then perhaps you need to re-look at what your website is offering. Ask yourself the following:
- what is the purpose of the site?
- what information or activity could encourage a repeat site visit?
- what do your clients expect to see?
- what can you offer on-line that you would normally do by telephone/fax /post?
- what do your clients think of your website?
By asking yourself and your customers questions about how you do business together you will no doubt highlight ways that your relationship can be improved. Often this can be translated into a feature on your website by building in ’interactive tools’. Many sites have more activity behind the scenes than it first appears.
For example have you considered any of the following:
- feedback form- to gather thoughts on site improvements / testimonials /on line questionnaires / booking confirmations etc
- news page - display articles about new services you are offering / industry news/ events you are appearing at or offering your clients / people you are sponsoring /new staff etc
- blog - a branded blog can add functionality and is a brilliant tool for adding ‘keyword’ rich content to your site (see previous blog articles) but it also has a built in facility for feedback.
- calendar - to display availability or encourage booking
- log-in area -customer - do you have information you only want certain customers to see / download?
- log-in area - staff - do you have staff working remotely who need access to documents or alternatively who need to feedback information to the office?
- Mailing list - would you like to encourage visitors to sign up to your newsletter or receive information about special offers?
If you want your website to work harder for your business and you want to improve your levels of customer service then IT4B are able to offer an initial FREE CONSULTANCY.
To arrange a consultation email enquiries@it4b.org.uk or ring tel: 0845 226 0921
Tags: blog, brochure, calendar, customer service, e-commerce, feedback form, free consultancy, log-in, mailing list, News, on-line shop, questionnaires, site, testimonials, website
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