Customer service is all about Communication, Feedback and Availability. Websites have quickly become the defacto means of initial communication because it’s always available and cheap to run.
Communication
Brochures, flyers and advertisements are restricted by space and cost. Customers always want to know as much as possible about who they are dealing with. A well organised website allows you to convey much more information – your products & services; your prices; your other clients; your management and your history.
Feedback
A website can be much more than an electronic brochure; it can give visitors the opportunity to give you feedback. And because people like the anonymity of the internet, they can be more honest. This, in turn, encourages loyalty.
FAQS (Frequently Asked Questions)
How many times a day do you receive phone calls from people asking the same questions? You can probably answer most of them on your website, freeing up your resources to deal with clients’ particular needs.
24/7
A website is always available. Clients can find out the information they need, even when you’re not in the office. It frees up the time it takes to sort out the answer phone messages in the morning. Instead of calling clients with information they could have found on your website, you can focus on the clients who need specific help.
Up-to-date
When your products or prices change, you either have to scrap your brochures, over-write the old information, or add an extra sheet with the new information. This is a sheer waste of resources. An up-to-date website causes no waste, and is easy to do.
Be easy to find virtually
According to the National Statistics Office, over 60% of British households are on the internet. Over 85% of these people use the internet to find information about products and services.
It’s not just the youngsters who are on the internet; in 2007 the greatest internet usage growth was among the over 65s. A quarter of over 65s are frequent internet users.
The internet is, for many people, the first port of call when searching for information and traders. If they can’t find you on the internet, they will go for someone they can find.
Be easy to find physically
You can make clients’ lives far easier if they can see where you are. Thanks to the internet, you can even give people directions door to door. How convenient is that?
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