2017-01-16 | 2447 Print PDF
There are many ways to actually generate sales for a website and one that actually standout the most is to generate traffic to that website. Totally ignoring another important aspect in the sales funnel...am talking about a good customer service.
The first place to note an excellent customer service metric on your website will be from your Google analytics audience overview, ie the returning visit vs New visits Pie chart. If you have something similar to the one shown in the image, then you are on the right track to an excellent customer service record.
This metric is mostly important for Ecommerce sites and service sites while informative sites (could be a blog) can be noted down as their source of traffic being good (that's the case of the image below) to the point that their audience traffic visit keeps recurring (could be different pages).
Before we dazzle any further lets take an hint from wikipedia what they think about the term: customer service, what is customer service?
Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest"...as defined by wikipedia
So basically the ideal business will always want to provide such facility to help them convert most prospects into customers, it's such a big deal now that we have big companies like zendesk, intercom and salesforce all bringing something new and efficient to increase business reach, analysis and engagement for their users respective customers.
This companies and a lot of others out there are so good in this field they have been able to build a million dollar company around it, just providing customer service platform. If that doesn't ring a bell on how vital you should consider developing a customer service strategy to help you improve your customer support, customer management and customer relations then you will not be able to grow your business in terms of sales and you will only end up with bad online reputation even if your service is good but backed with a terrible customer service (it does not matter which pattern it follows, you must be able to provide an excellent customer service before, during and after purchase of your service).
if you have read my post on 3 Customer Retention Strategies That Works Best you will learn some points to help you in growing your returning visitors, ie converting more of your new acquired prospects into customers and making your current customers returning customers.
On the internet there are many ways to attract customers and also ways to effectively provide customer support, and it's from the study of customer behavior online that we have been able to carve out these 5 main mediums of reach. If you will like to know them, go through the infograph below presented by talkdesk. It so much encapsulate all the information needed and required to provide a customer service strategy for small businesses alike.