What does self-service mean for your website?
The average website visitor is confused, frustrated or uncertain over a dozen times per day while online. This results in a loss of $18 billion a day for US businesses because 52% of consumers abandon their online purchases. But why? Websites offer poor user interfaces and predicting users’ behavior is like mind-reading.
We’ve developed this 5-point checklist to help you take the steps you need to take to enable customer self-service on your website... and turn your customer support center into a profit center!
After using the checklist you'll fully understand how to:
- Uncover if your website would benefit from run-time content.
- Identify what content on your site was helpful and what was not, how often, and for whom.
- Keep visitors on track to their goal to drive conversions.
- Reduce the amount of work your visitors must do to get the help they need.
- Make it easy for your customers to escalate when they need to.
With the explosion of transactional websites, web applications and the flood of options consumers have with e-commerce and m-commerce, website self-service is the only scalable and cost-effective means of providing customer support to website visitors.
Your existing knowledge base could play an important role in a successful website self-service strategy that not only saves costs, but drives incremental revenue and creates happier customers.