If you have a customer service site, you have a chance to connect and help your most loyal customers and let them interact in a fun and non-intimidating way. Consider these 6 steps for making your customer service site a self-service, self-designed, user-friendly platform.
Go for a clean, simple layout
Some self-service sites are too cluttered and incomplete. A clean design lets you highlight functionality easily for customers. There are hundreds of templates available on website creation platforms like WordPress and plenty of online tutorials that you can follow if you want to create your own. Just remember to keep it as simple as possible.
Include professional looking images
With today’s tech, you don’t have to be a professional photographer to produce professional-looking images. You just have to put some effort and learn basic editing skills. WordPress has an image editor that works for many formats. And the most popular image formats are JPEG, PNG, GIF, BMP, and TIFF.
Also, don’t just randomly add the images. You should use a decent layout when posting images. Sometimes, you need size uniformity to avoid a messy look.
Allow customer comments
A customer service site should be a forum for customer service. Be transparent and let your customers see the current status of a member complaint then show them that your team is actively looking for solutions to the problems they encounter. Once the complaining customer is happy with a resolution, place a “resolved” status on their comments. This is an indication that you really care about your customers and that you strive to keep them satisfied.
Make it easy to contact you
Confidentiality is important, but customer service sites are intended for customer communication. Don’t underestimate the power of fulfilling customer expectations. If you can’t give it to them quickly and with accuracy, then there’s a big probability that they will leave. Make it easy for them to reach you by email, mobile app, website, and even voice. If you want to avoid spam, you can always add a captcha plug-in to prevent bots from adding you to their mailing or calling list.
Keep your customer data private
Your customer data is the crown jewel of your business. It should be kept secure and stored privately. Show a customer that they can trust you by assuring them that you value the privacy of their personal data. Don’t share their information to a third party if you want them to place their trust on your customer service site.
Ease the process for receiving information
Even if you are not a programming wiz, you can make your customer service site easy to access by adding a simple drop-down menu. For instance, start with “Help.” Then you can select “Select a Problem”, “Find the Solution”, and “Translate Message”. Then you can go back to providing information and options directly from the drop-down menu. If it seems too tricky, you can add plug-ins or widgets to your site that have this function. It keeps the information stored in your site easy to access and the customers less confused.
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