A website is a critical part of any business. It’s the face of your company, and it’s where your customers go to learn about who you are and what you do. That’s why it’s so important to make sure your website provides great customer service. In this blog post, we will discuss 21 tips that will help improve the customer service of your website.
Without further ado, let’s get started!
1. Use Live Chat
One of the best ways to improve customer service on your website is to use live chat. This allows your visitors to chat with a real person in real time, which can help answer any questions they may have. Just make sure you have someone available during business hours to chat with your visitors.
2. Use a Live Chatbot
If you can’t have someone available to chat with your visitors 24/7, then you can use a live chatbot. This is a computer program that can simulate a conversation with a real person. It’s a great way to provide customer service after business hours.
3. Use a Contact Form
If you don’t want to use live chat or a chatbot, then you can always use a contact form. This allows your visitors to send you an email with their questions or concern. Just make sure you check your email regularly so you can respond promptly.
4. Use a Knowledge Base
Another great way to improve customer service on your website is to use a knowledge base. This is a collection of articles, FAQs, and other information that can help answer your visitors’ questions. Just make sure the knowledge base is easy to search and navigate.
5. Use Social Media
If you have a social media presence, then you can use it to improve customer service on your website. You can use social media to answer questions, address concerns, and provide updates. Just make sure you monitor your social media channels regularly so you don’t miss anything.
6. Use a Forum
Another great way to improve customer service on your website is to use a forum. This is a place where your visitors can post questions, give feedback, and interact with one another. Just make sure you moderate the forum so it doesn’t get out of hand.
7. Use a Blog
If you have a blog on your website, then you can use it to improve customer service. You can use your blog to answer questions, address concerns, and provide updates. Just make sure you keep your blog up-to-date so your visitors don’t get frustrated.
8. Make sure your contact information is easy to find
This one seems like a no-brainer, but you would be surprised how many websites make it difficult to find their contact information. Your contact information should be easy to find and visible on every page of your website.
9. Have a FAQ page
Another great way to improve customer service on your website is to have a FAQ page. This is a page where you can answer common questions that your visitors may have. Just make sure the FAQ page is easy to find and navigate.
10. Make sure your website is easy to use
This one is also a no-brainer, but it’s worth repeating. Your website should be easy to use, and all of your information should be easy to find. If your website is difficult to use, then your visitors will get frustrated and may even give up.
11. Take a look at your competition
It’s always a good idea to take a look at your competition. See what they’re doing right and see what they’re doing wrong. Then, you can use that information to improve the customer service on your website.
12. Use customer feedback to improve customer service
You should always use customer feedback to improve customer service on your website. If you get a lot of complaints about a certain issue, then you should address it. If you get a lot of compliments about a certain aspect of your website, then you should keep up the good work.
13. Keep your promises
If you make a promise to your customers, then you need to keep it. Whether it’s a guarantee, a sale, or something else, you need to make sure you follow through. If you don’t, then your customers will lose faith in you and may take their business elsewhere.
14. Be available
If you want to improve customer service on your website, then you need to be available. You should have someone available to answer questions, address concerns, and provide support. If you’re not available, then your customers will get frustrated and may even give up.
15. Follow up
It’s important to follow up with your customers. If they have a question, make sure you answer it. If they have a concern, make sure you address it. If they make a purchase, make sure you thank them. Just following up shows that you care about your customers and their business.
16. Train your employees
If you have employees, then you need to train them on how to provide good customer service. They should know how to answer questions, address concerns, and provide support. If they don’t, then your customers will suffer.
17. Hire a customer service representative
If you really want to improve customer service on your website, then you should hire a customer service representative. This is someone who will be available to answer questions, address concerns, and provide support. Just make sure you train them properly so they can do their job well.
18. Use clear and concise language on your website
If you want to improve customer service on your website, then you need to use clear and concise language. Your visitors should be able to understand what you’re saying, and they shouldn’t have to guess what you mean.
19. Use positive language on your website
In addition to using clear and concise language, you should also use positive language on your website. This means avoiding phrases like “error” or “problem.” Instead, you should use phrases like “opportunity” or “solution.”
20. Don’t make your visitors wait
If you want to improve customer service on your website, then you need to make sure your visitors don’t have to wait. This means having a fast website, and it also means being available when they need you.
21. Have a secure website
If you’re asking your visitors to input their personal information on your website, then you need to have a secure website. This means having an SSL certificate and using a secure payment processor.
22. Don’t spam your visitors
If you don’t want to lose your visitors, then you need to make sure you don’t spam them. This means avoiding things like pop-ups, excessive advertising, and auto-play videos.
23. Offer something unique
If you want to improve customer service on your website, then you need to offer something unique. This could be a unique product, a unique service, or even just a unique approach. Whatever it is, make sure it’s something that will appeal to your target audience.
That’s a wrap!
By following these simple tips, you can improve the customer service of your website and provide a better experience for your customers. If you are looking for help implementing these changes, our team at Graticle is here to assist you. We have years of experience in providing excellent customer service and would be happy to help you get started. Contact us today to learn more about our services and how we can help improve the customer service of your website. Call or text (360) 450-3711
Customer service FAQs
What are some customer service no-nos?
There are a few customer service no-nos that can immediately turn a customer off. These include:
- Not being responsive to customer inquiries
- Not providing enough information about your product or service
- Being unprofessional or rude
- Not following through on promises
How do I find out what my customers want?
The best way to find out what your customers want is to ask them directly. This can be done through surveys, customer interviews, or even just casual conversations. Once you know what they want, you can start working on ways to give it to them.
How do I track customer service metrics?
There are a few key metrics you should track to gauge the success of your customer service efforts. These include:
- Customer satisfaction rates: This measures how happy your customers are with the service they’ve received.
- First contact resolution rate: This measures how often you’re able to resolve a customer issue on the first try.
- Customer churn rate: This measures how many customers stop doing business with you after a negative customer service experience.
- Net Promoter Score: This measures how likely your customers are to recommend your business to others.
What are some common customer service challenges?
Common customer service challenges include:
- Inefficient processes: This can lead to longer wait times and frustrated customers.
- Lack of training: This can lead to employees who are unprepared to handle customer inquiries.
- Poor customer service software: This can lead to a clunky and difficult-to-use system that frustrates customers.