There’s a reason why you’re more likely to find an old “Yellow Pages” phonebook in an antique shop than someone’s home. Like rotary telephones, black and white televisions and typewriters before it, new technology basically left the printed directory in the dust. We all know most people now go online to gather information, but did you know 90% of American adults use the internet? And they’re not just searching for phone numbers either.
Today’s consumers are doing research like never before. Rifling through review sites and brand pages in pursuit of a reason to proceed with a purchase. If a potential customer visited your website, would it nudge them to make a purchase? If the answer is no, check out the three tips below that can help you better leverage your online presence to gain new customers and make your current customers happier.
1. Make your website design mobile-friendly
Customers want an experience that works for the device they’re using at that time. A website designed only for desktop will deliver a poor experience on mobile phones. Users will have to endlessly zoom and scroll to find what they’re looking for.
As of February of this year, reports pegged mobile devices as the source of 48% of worldwide web page views. Are you equipped to handle that kind of traffic? Customers want an experience that works for the device they’re using at that time. A website designed only for the desktop will deliver a poor experience on mobile phones. Users will have to endlessly zoom and scroll to find what they’re looking for. In addition, certain desktop website functionality simply won’t work on a mobile device. You should know that a mobile-friendly site is more likely to rank in search results in Google. Google will reward brands that cater to user experience.
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2. Introduce some interactive tools
This tip can be particularly effective for e-commerce sites, or those that sell goods online. Consider implementing some interactive tools that break down barriers for conversion. For instance, a website selling hats might offer a tool to virtually “try on” hats. This is done by having the user upload a picture of themselves to the site. A painting company website might enable a user to upload photos of their home, offering up a variety of colors to digitally add to the walls. This type of interactivity gives the customer a preview to ensure satisfaction. Which in turn will also reduce the likelihood of expensive returns or exchanges.
Related: Top 6 Ways Small Business Operations Are Slated to Change in 2020
3. Implement live chat
When it comes to customer service, the impact of live chat is huge. Many customers either don’t want to speak with a representative on the phone. Live chat provides an opportunity to ask questions as their schedule permits. Since the conversation is typed, the service person gets a few extra seconds to take in what the customer is asking before delivering a thoughtful response. The platform also provides the agent with a chance to send links directly to the customer for more information.
Final thoughts on using your website for customer satisfaction
There are many ways that a website can help a brand connect with potential and existing customers. Making your site mobile-friendly, offering interactive tools, and using live chat is a good start. At WHERK, we know a thing or two about customer satisfaction. We built the perfect software to help home service businesses improve their operations and make their customers happier. If you’re interested in learning more, schedule a demo session with one of our experts today.