Designing a website with your customer service in mind
Ways to design a website with your customers in mind
Any designer who is creating a website for a business needs to have customer experience in mind. A website is never going to be successful if users cannot find the information they need, or if the content is not engaging. If you are creating a website for your business you need to put yourself in the customer's head space and think about what they need you to provide.
In this article, we are going to talk about some of the features that you can include on your website, in order to ensure it provides the best possible customer experience,
Enabling customers to help themselves
People visiting your website are bound to have questions from time to time. They may want to know about your returns policy, or they may want to check if they can use an online wallet such as PayPal on your site, you need to make sure that people can get the answers they need. It's a good idea to create an FAQ section which you can populate with the most common questions and answers. This enables customers to help themselves to the information they need. Obviously you cannot cover every possible query, so you should also make it easy for people to speak to you.
Using live chat to speak to customers
There will always be questions that arise which customers cannot find answers to without speaking to someone. The easiest way to enable people to interact with your business is to provide a live chat facility. This means that they can simply click to chat with someone, without leaving the website. If you only have a telephone or email contact system people can become frustrated that they then have to use a phone, or log into their email system. It's better for the customer experience if they can get immediate access to a customer service representative. Of course, you have to ensure that you provide the resources to enable the chat facility to function effectively.
Making good use of social media
It's vital that you include links to your social media pages on your website homepage. The vast majority of your customers, and potential customers, will be active on social media and this is an excellent way for you to interact with them. You should encourage customers to ask questions, and make it easy for them to share your content across social media.
The Internet becomes vaster every day, and this means your business faces plenty of competition. This is why it's so important to make sure you provide a high quality customer experience with your website. If you need more advice on how to make this happen, you can learn more here. It's worth investing time and effort into making your website as customer friendly as possible. You will end up reaping the rewards by improving customer engagement and hopefully securing more leads and sales.