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January 24, 2011

The Effects of Good Customer Service for Websites

Too many internet developers feel as if all they have to do is provide the right information and the right SEO marketing and everything else will take care of itself. In fact, many consumers are looking for good customer service to help them in making decisions as well as to help in resolution for the problems that they might be encountering. By making sure that your website has the right amount of focus placed on customer service, it is possible for you to make sure that your website will be able to give your consumers everything that they are looking for in order to return.

Customer service can be accomplished in a few different ways when dealing with websites. First, you can offer those who are visiting your site the ability to interact directly with a customer service representative. You can also allow your customers to ask questions through a phone number which goes to a live call center. Another way that you can offer better customer service is to provide a forum on the website which allows your customers the ability to sound off about things which are bothering them or to ask questions. The more you provide your customers online, the more effective your customer service program will be.

Talking Directly with a Customer Service Representative

When customers land on your website, it is a good idea to make sure that they have the ability to talk with someone in customer service directly. While there are programs available which can fake this kind of interaction, it is a better idea to make sure that someone is live on the other end of the chat. Providing answers to questions about products, services or even navigation will help to improve the feeling that a client or potential client will feel towards your business and help to increase the chances that they will do business with you.

Call Customer Service

It is important to offer a phone number which your customers can call if they have problems. You can employ the use of call center companies to make sure that the phone lines will always be open to those looking to contact your company. A telephone answering service will make it possible for your clients to feel as if your company cares about the service that they receive. By giving them the feeling that you care, you make it possible that they will do business with you again in the future.

Provide an Interactive Forum

Forums are becoming more popular because they allow the customers the chance to sound off about anything that they want to. They can promote or denounce your company. While it may be tempting to sensor the content which is submitted to the forum, it is a chance for your company to come out ahead publicly on what would normally be a one sided conversation. You can provide solutions of suggestions which will help those having problems with a product of yours to not have the problem anymore. In some cases, it will give you the opportunity to show your willingness to replace a bad product.

Resource Nation provides free tools, tips, and purchasing advice for business owners and entrepreneurs in over 100 business categories ranging from call center companies to credit card processing. Whether it’s connecting businesses with local and national pre-screened vendors, or offering easy service comparisons on a telephone answering service, Resource Nation empowers business decision makers by providing the information they need to make smart choices.

2 Responses to “The Effects of Good Customer Service for Websites

    avatar Accident Management says:

    As a customer facing company, we try and do exactly what you say, we are currently undergoing some big changes to introduce a forum (which seem to be coming back into “fashion” now) and with the advent of free live chat ( we use comm100 which is hosted and free) plus there is the wibiya toolbar (another great resource) there is no excuse not to be customer facing in one way or another even if you never directly talk to someone on the phone.

    Keep up the good work with the blogs.

    A good customer service could do you a huge favor for your website. They are the front liners of the company and they reflect the company’s reputation.

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