Is your company dealing with entirely too many customer service problems? Are you hoping to put an end to this in the future? Are you unsure of where to start?
Believe it or not, your website may be causing many of your customer service problems. If this is the case, you need to make some immediate changes. By doing so, you’ll soon find that some of your problems have gone away, which takes a lot of stress off your customer service team.
Before we go any further, here’s a statistic, shared by Help Scout, that shows just how important it is to provide a high level of customer service:
“78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.”
So, if you don’t solve your customer service problems today, you could be missing out on a lot of business in the future.
Now that we have that out of the way, let’s examine five customer service problems your website could be causing.
1. No Contact Information
This sounds silly, but there are companies that forget to add contact information to their website. As a result, visitors have to search online to find an email address or phone number.
This may help cut back on customer service inquiries, but it also angers your audience.
Rather than take this approach, make it simple for your visitors to find the contact information they need. From live chat to email to phone, you should always be available.
2. Inaccurate Information
A website that provides inaccurate information is one that can lead to a variety of customer service problems.
For example, if your website describes a product one way but it’s different when it arrives at the customer’s home, you are sure to have a customer service nightmare on your hands.
The best way to avoid this is to review your website in great detail, paying close attention to any information that may be inaccurate or misleading.
3. Conflicting Information
Does one page of your website say one thing while another contradicts it entirely?
With this, you can expect to hear from customers who are unsure of what is right and what is wrong.
As you review your website for inaccurate information, pay close attention to contradicting details as well.
4. Unfriendly Checkout Process
The UI of your online store needs to be top notch. If you fall short in this area, you’ll receive one call after the next from people who are having a difficult time checking out. Worse yet, some people may not contact you but instead abandon their cart altogether.
Here’s what you can do: Move through the checkout process yourself, one step at a time. If you see something that doesn’t make sense, stop where you are and make note of the changes you can make.
5. Complicated Navigation
You want visitors to your website to be able to find exactly what they are looking for, all without the need to contact you via phone, email, or live chat. This is why clear navigation is a must.
Some people will be coming to your website to read your blog. Others will be looking to make a purchase. And of course, there are those who care about nothing more than reading as many pages as possible as to learn more about your company.
Complicated navigation doesn’t do anyone any good (in fact, it causes a lot of harm). If this is a problem on your website, you can expect to hear from people who are unable to find what they are looking for.
These are just a few of the many website issues that can lead to customer service problems. Since you want to avoid these problems at all costs, so that you can provide a high level of service, you may need to make some changes in the near future.
It goes without saying that no website is perfect. Even if most visitors enjoy your site, there will always be those who find something wrong. While you can’t please everyone, there are things you can do to reduce customer service problems and provide a better user experience.
Have you come across any website issues that were causing your company’s customer service problems? How did you deal with these? Share your personal approach in the comment section below.