Learn/Deliver-Great-Customer-Service-Online

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Win more business online - and off


Good customer service is more than staffing up with friendly, courteous, and helpful employees. It's also providing well-written, useful information on a website that's easy to navigate.
You know your website should highlight your company's products, skills, and services. It should also tell visitors how to reach you, quickly! Doing a few simple things to improve your site's search engine optimization, or SEO, will bring more people to your site and keep them engaged once they arrive.

Online customer service: It's in the details


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  • Post your contact information in an easy-to-find location on your website. Your home page is an ideal location - for most sites, it's the page that's visited most often. For a retail business such as a restaurant, it's even more important to make your hours, address and phone number as prominent as possible. I'll bet the folks who designed the Bunk Sandwiches website thought about hungry lunch customers when they designed Bunk's home page.
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  • If you are available 24/7 online, say so. If you have a physical location, post your hours of operation. If you have set office hours, let after-hours callers know when they can expect to hear back from you.
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  • If your site is instructional, keep directions simple. List steps sequentially. Make sure images and graphics clearly support your directions.
  • Avoid slow-to-load Flash intros. No one wants to wait for a video to load before entering your site. You want customers to find what they are looking for immediately, not click away because they're getting impatient.

It goes almost without saying that if you make any promises on your site, you must deliver. If you say you'll respond to email or calls within 24 hours, do it. When you follow through on a promise, you build trust - and trust can be the deciding factor for someone choosing you over a competitor.

A website that communicates clearly and honestly is a website that turns site visitors into customers. Now, that's good business!


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