Mark Cuban once said that, “You need to treat your customers like they own you because at the end of the day, they do.” While customer satisfaction for your products and services does play an imperative role in your day-to-day success, customer communication plays an even greater role in building that much needed rapport for company-client relationship.
As you have probably noticed in your business, the customer will, and will always be, king. In addition to what you are doing now, there is always ways in which you can improve and maximize customer communication channels, especially on your website. Many competing companies, like those in your field, have leveraged this aspect to boost their products to reach that untapped market. To compete with them, start taking a different perspective of your brand, your product, and most importantly, your online communication.
So how do you improve customer communication on your site? Isn’t the ‘About’ page and ‘Contact’ page enough for them to understand what they are getting?
While having those necessary building blocks (the ‘About’ and ‘Contact’ pages) are important in establishing your company’s product and services, there is always more that you can do to improve your client communication. To start off, make sure you have a ‘Visions and Goals’ page in the ‘About’ section (or as a sub-section). This feature should highlight your company’s beliefs, values, and goals for the future. At times, many people will do research and analyze the company or product that they are about to do business with. The simple reason is that people want to make sure that they are in good hands. Having this feature can prove to your customers that you are there for them and not for their money.
Once you have properly detailed your company’s vision and goals on your company site, try to enhance your message with videos, photographs, and reviews. This will once again prove to your customers how trustworthy you are as a company. Make sure that these videos, photographs, and reviews highlight your mission and customer satisfaction. One thing I would advise is to not over do this process. Two to three videos is enough to showcase your company’s services. Anything more can be overwhelming to your clients and customers.
Now, some of the best customer service sites are those that have live chat features. When a visitor lands on your site, you want to make sure they are able to get their questions answered easily and conveniently. To enhance this without simplify your content, try and add a ‘Live Chat’ software where a person can communicate freely with someone at your company. Studies have show that customers who utilize the web-based chat functionality are more than likely to purchase the product or service than sites that do not offer this feature.
For many people, this concept can be new. But enhancing the SEO (Search Engine Optimization) portion of your site can lead to stronger traffic. Make sure your company features various social media platforms that are easily accessible on your site. Be sure to include the following:
These top four provide real-time communication for your customers. In addition, they will have an opportunity to reach out to others who have utilized or purchased your product and get their reviews outside of those found on the company site.
Once all of this is done, be sure to test out these features. When I say test it out, I am looking for you to engage with your site in the perspective of the customer. Make sure you are able to navigate through your company’s site with ease. If you find there is a particular problem accessing a piece of information, go back to the drawing board and see how you can fix this. Going on your company’s site with this perspective will allow you to enhance any glitches and improve customer satisfaction as a whole.