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Customer Service Starts With Your Website Design
Have you ever walked into a restaurant or shop and been completely ignored by the staff? Don’t you hate it when you have to go looking for someone who works there, and when you find them, they act like you’re bothering them? Doesn’t it make you want to turn around and leave? The same thing happens when you visit a website and can’t find what you need.
Design with the Customer in Mind
You may want every reader to know that your grandmother taught you how to whittle, which led you to start crafting artisanal fences, which made you the remodeler you are today. But first, wouldn’t you like them to know how to contact you? Or maybe what your services are exactly? Remember, your website isn’t a brochure. It’s an online sales rep. You wouldn’t keep a sales rep who was rude to customers and refused to give out information, would you? Of course not.
Keep it Simple, Smarty
How do you want your visitors to feel when they reach your site? Impressed? Errnt! WRONG. The correct answer is welcome. Think of the most basic customer service principles when you consider your website design.
- Availability – Where are you? How can people reach you? This is the most critical piece of information you can offer. Display your contact information prominently. Your phone number should be in the top right corner. Want people to email you? Create a customer-friendly contact form so you can track leads. Pro tip: make sure that form is on nearly every page; if you make visitors look for it, you’ll lose them.
- Flexibility – Different people search for information in different ways. Make access to your most important information visible in the top navigation bar, with drop-down menus indicating where visitors can find exactly what they want. This is the minimum level; add additional links in the text wherever applicable.
- Positivity – If someone walked into your office or showroom, you’d smile and say hello, right? The website equivalent of putting your best foot forward is putting the most important information “above the fold,” i.e. before the reader needs to start scrolling. As Blue Corona President Ben Landers says, “In most industries, the average visitor is only on your site for a minute or two so every second counts.” So make sure you give your potential customers what they need before they leave—and hopefully you’ll convince them to stick around.
Conversions Begin with Good User Experience
Are you wondering if your website is offering good customer service? Let us check it out for you! Give us a call and we’ll take a look at your web design.
About The Author: Blue Corona's Editorial Staff is determined to help you increase your leads and sales, optimize your marketing costs, and differentiate your brand by passing on our tribal knowledge. The team vigilantly stays on top of the latest in digital marketing, bringing you the top insights with expert commentary. Want to see something on our blog you haven't seen yet? Shoot us an email and our marketing team will get to work.
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