Using your website to improve your Customer service

   24 May 2016

Why are there still so many organisations with stagnant websites? Websites that offer just your basic information which is rarely updated. These sites often consist of an overload of irrelevant content that's never read but scanned.

Heavily content packed websites are relevant in some cases but not all. Let's take the retail industry for instance. Not everyone will read paragraph after paragraph of "who we are" and "what we do". Most people are too busy. They want quick answers.

  • What are your opening hours?
  • How can I get there?
  • What products do you sell?
  • Anything new on offer?

Make it easy for them to get these answers.

Really think about your customer service. Make it easy for your customers to get in touch, start an online conversation or make a review. If there's an issue don't make customers go into a store to resolve! If you provide an efficient and engaging customer service experience online it might just diffuse a bad situation!

Building customer relationships

Some businesses solely use social media platforms to engage with customers. However, most people will search for a website first. So the first point of engagement should create an impact, particularly in retail. Your home page should appear seasonal, updated and fresh. A page that hasn't been updated in ages could give the impression that the business has ceased trading!

If your customer base is local then show involvement with the community & local events. This builds trust and loyalty.

Check out one of our recently launched projects and see how they engage with their customers through their website.