Web Technology and Customer Care
March 19th, 2008 Posted in Marketing
I was trying to find the phone number for an Australian State Government department the other day. After searching their website for about 10 minutes I found the details buried in an obscure page.
If you conduct some parts of your business digitally, that is, online, you have access to additional means of ensuring customer satisfaction.
On your website, be sure to include a “Contact Us” page that provides numerous channels of communication. Be sure to include a telephone number (preferably toll-free), a street or mailing address for those who still use snail mail, an email address, and, finally, include a box that equips an unhappy customer with a fast and easy means of dashing off an online complaint and sending it off with a single click.
All of these online communications should be directed to your (the owner or manager’s) inbox – even if you have a customer service department. As the head honcho, you should be aware of customer problems.
