Customer Support Websites
Your site provides after sales support to your customers, yet you still can not seem to get customers to use it properly, the call centre is still the first point of contact to resolve a problem. Each call centre enquiry costs many times that of satisfying the enquiry via your website. How do you reduce these costs, what can you do to improve things?
Customer support websites are notoriously ineffective in satisfying customers after sales enquiries. Customers quickly become frustrated and turn to the telephone because they know that they can get a quicker response to their question that way.
The secret to reducing costs of customer support is to ensure that the customer support website is easy to use and meets your customers' needs. But how do you do this?
Panalysis can provide expert analysis of what your customers are doing with your support website paying particular attention to the types of information that they are accessing, what they are searching for and other key indicators. This information can then be matched against the types of enquiries that you are receiving from your call centre to determine whether the site is delivering the right information and whether your customers can easily find it.
Without knowing this, you might never entice your customers to use the website over the telephone.
Which of these best matches your company?
- We sell products on the web
- We also sell products from my bricks and mortar stores
- We use the website to generate sales leads
- We use the website to sell or book services
- We use the website for after sales customer support
- Our website has a search engine that allows our customers to find information in our site
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