How To Deliver Excellent Customer Service Through Your Website

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excellent customer service - contact usIs it possible that excellent customer service is important in one industry but optional in another?  My answer to that is a resounding, No!

Excellent customer service is essential to every business, online or offline, regardless of the market or niche.  In fact, I would go further to say, without hesitation, that excellent customer service is critical to businesses if you want to succeed in today’s economy. It’s the lifeblood of your business and you must be prepared to go the extra mile. But the question may be, ‘How can you deliver excellent customer service through your website?’

Excellent customer service and a good customer experience begin right at the first point of contact. It happens when your prospect meets you, when they visit your website or your social media page,  or any other online properties you have. That means everything from navigation to your personal and/or company brand play a role in their experience.

deliver excellent customer service through website

Excellent Customer Service: Make Your Website Easy to Navigate

Let’s get real by walking in the shoes of your potential customer or client. Imagine that you read someone’s Facebook post and you like what they wrote.  You jump over to their website and what happens? You’re totally confused.  There are multiple calls to action (CTA), multiple buttons to click, topics on the menu bar then submenus and there is no navigation guide to tell you where to start. 

To add to the confusion, there are beautiful full-width themes available to which you have the ability to add beautiful images.  The problem is that on some themes, the content is below the fold.  This means that if your visitor is not aware that they have to scroll down, the value can be lost and they will click away.

Deliver Excellent Customer Service Through Your Website

  • Your Home Page should have one goal. Be very clear on what you want to accomplish Do you want your visitors to sign up for your very informative giveaway? Then you may want to create a Landing Page so that the only option is for your visitors to do that.
  • Include a “Start Here” button on your Menu Bar or another kind of navigation system that guides them through your website and along a path that takes them to your products and courses that you have for sale.
  • Allow your visitors or customers to be able to contact you easily if they have a question. You can make it part of your “Contact” page, or place it in your sidebar or footer.

Again, step back and view your website as a first-time visitor would. Make sure that visitors and customers can easily find your Contact Form. And then create systems so that you are able to answer their questions within one business day.

There are plugins for WordPress-based sites and external software and services available so that you can automate the contact form process.

As your business grows, and you have customers, clients, and prospects around the world, you may need to add  support software.  When you start your research, make sure that the support software you want to partner with offers a comprehensive suite of tools, like what’s provided by Kayako Customer Service Software

Remember that any investment you make in order to deliver excellent customer service through your website will be well worth it.

Do you have a Customer Retention Plan for your business? One where your customers do not fall through the cracks? Would you like to have a short conversation with me to discuss some specific strategies?  Please use my Contact Form: to schedule a time to talk. Include two time options and I’ll get back to you within 24 hours.




How To Deliver Excellent Customer Service Through Your Website — 4 Comments

  1. Yvonne this is wonderful and my coach has me changing my home page to do just what you are suggesting- thank you

    • Yvonne A Jones on said:

      Suzie, Your comment made me think that no matter how great we are at coaching others, we always need a coach because she or he can see what we may be just too close to see. Thank you for sharing.

  2. I so much agree with you, Yvonne. When an image takes up all of the space above the fold, I immediately know that I’m going to have to scroll around until I find what I’m looking for. I’m looking for information, not a pretty picture. I love your idea of a “start here” button.

    • Yvonne A Jones on said:

      Thank you, Joyce. I had not placed one on my website before, but I see so much value in doing so now, especially when you visit someone’s website and there is just so much information, you don’t know where to begin. It creates structure and a clear path.

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