Good customer service is essential to converting your leads into clients. With more and more business taking place online, more and more customers expect their online experience to be one to remember. Here is a checklist for you to go through to make sure your business impresses them at every step of the way.1. Does your system track customer activities on your website?
How well you understand your customers’ behavior is how well you can induce them to buy. If customers tend to spend longer on one page, that page should make clear where to go to buy from you. If customers don’t spend any time on your “about us” page, perhaps it is time to make it more interesting. Tracking your customers also helps you identify frequently asked questions (FAQ), automate more answers, and make them easier to find. This way, customers will appreciate saving more time by shopping on your website and finding the answers they need.
2. How smooth is your customer’s transition from automated to personal service?
Simple questions and answers can be automated with your FAQ section. More complicated questions require one-on-one online or live chat with a customer service representative. Is it easy for your customers to contact your representatives? A suggestion would be to check out http://live247support.com as they have software that may be able to answer your live chat support needs depending on your business type or size.
3. Can you identify returning customers?
If you can identify those customers who return to your website, you can use your knowledge of who they are and what they did previously to customize the experience for them. Something simple and non-threatening, like a guestbook, can give you information you can use to increase the likelihood of a sale each time.
4. How easy is it for customers to access information on your website?
Your customer service library needs to have all the information arranged clearly so that customers can answer their own questions easily. Your website’s customer support should give your customers access to all the company and product information they need in simple, clear terms.
Follow these steps and your website will help you convert more leads into customers, and more customers into repeat customers.
Great article! Improve customer service by implementing live chat on your site. I accidentally came across inside, and after looking through their site http://www.inside.tm/, it morphs a business website into a virtual storefront so business personnel can see and help their site visitors in real-time using chat.
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