Professional Website Essential: Make it Easy for Your Customers to Buy
You know how there are some professional websites you can breeze through quickly and accomplish what you set out to do with no hesitation… while others seem to trip you up at every turn and leave you with unanswered questions?
If you want to ensure the success of your online money-making business, you need to have a site that answers your customers’ questions without requiring a phone call or email.
And making sure your website gives your customers everything they need to know is also one of the best ways to keep your customer service expenses low — and your customers happy at the same time.
Here are four proven ways to make sure you have this professional website essential in place…
Professional Website Strategy 1 — Create an FAQ page. One of the most important customer service strategies you can adopt is anticipating your customers’ questions and providing the answers. The fact is, people won’t buy your product if they have lingering questions you haven’t been able to answer.
The best way to do this on the Web is through what’s called a Frequently Asked Questions (FAQ) or Help page. Write your FAQ as a series of questions and answers, and group them into logical sections (i.e., ordering, features, etc.). Provide a list of the questions at the top, and hyperlink each one down the page to where the question and full answer are shown.
The better the job your website does anticipating your customers’ questions in your help or FAQ, the fewer customer emails and phone calls you’ll have to answer, and the more sales you’ll see.
Professional Website Strategy 2 — Respond to email in a timely manner. If a potential customer emails you a question, you need to act fast! The fact that they’ve taken the time to email you their question indicates a strong interest in your product or service; however, the longer you wait to respond, the more this interest will diminish.
Plus, delaying more than a day or two will cause your email volume to balloon by 20% to 30% as these potential customers — now upset and less inclined to buy — send follow-up messages, wondering why they haven’t heard back from you yet.
According to the Pelorus Group, 42% of top-ranked professional websites either took longer than five days to respond to customer email or never responded at all. This is completely unacceptable if you’re planning to capture a potential customer’s sale.
Professional Website Strategy 3 — Use tours and demos. If you have a complicated site or are selling a product that not all of your customers will already know how to use, you may want to consider adding an animated tour or demo to help show, as opposed to tell, your customer how to accomplish certain tasks, and to highlight the product’s features and benefits. That way, prospective customers can see the product “in action” and get a sense of what it is capable of.
Putting a tour or demonstration together for software or a website is relatively simple, thanks to software like Camtasia Studio, which lets you create a short demonstration showing various pages of your site.
Professional Website Strategy 4 — Install live chat. Unlike a brick-and-mortar business, you can’t talk to your customers face to face. However, the next best thing is “live chat.” It’s the best way to give professional “live” customer service over your website. When a visitor arrives at your website with questions, they can just click on your live chat button — and you can respond instantly! This is extremely powerful.
And if you’re not available? No problem. It will collect their first name, last name, and email address so that you can easily follow up with them later — at your convenience.
The best part is that adding live chat to your website can be done in less than a few hours… and if you’re already running a small- or home-based online business, chances are you don’t need any new equipment to set it up.
Professional Website Strategy 5 — Analyze your refund requests. Take the time to analyze your refund requests to find out how many days after the purchase date the highest percentage of refunds occur. Then, make a point of following up with customers a few weeks before that date arrives to ask them how things are going and if there is anything you can do to help.
Even better, set up a delayed autoresponder to send out an email message with tips and a short FAQ to address issues that you’ve seen develop.
Providing your customers with the information and tools they need to find, buy, and use your products is the most cost-efficient way of offering customer service — and it’s the cornerstone of a professional website. A well-written help or FAQ section can drastically reduce the number of phone calls and emails you have to respond to… so you can spend more time growing your online money-making business.
And the fewer questions your customers have — and the sooner you can answer the ones they do — the more sales you can expect to see!
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