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.