Enhancing Customer Support

It's five times more expensive to acquire a new customer than to retain an existing one. Firms can save money and increase customer retention by using web site designs that incorporate high quality customer service. This can lead to an improved bottom line.

Extensive web based customer support can be very cost effective to implement. If the customer service area of your web site is well organized and easy to use, you'll likely find that your customers actually prefer to use it instead of making expensive live calls to your 800 numbers.

Do you know anyone who likes to be kept on hold? Customers measure your interest in retaining them as loyal customers by the quality of your service.

They expect quality customer support, and will go elsewhere if you disappoint them.

This is a truth of the modern marketplace - ignore it at your peril. Customer support spells the difference between keeping a content customer base and losing it to a competitor.

Putting costs in perspective

How much do you estimate you currently spend on customer support? Include the cost of 800 numbers, phone support, printing, mailroom, postage, etc. Now imagine that your web site offered customers useful information such as:

Extensive Frequently Asked Questions (FAQs) pages
Product Information and Specifications
User Manuals
Troubleshooting Guides
Directions to Local and/or Regional Repair Centers
Returned Merchandise Instruction
and other valuable customer service information

What if all this customer support information could be placed on your web site for 5 percent of your annual customer service budget? What if, by investing in a full blown customer service area on your web site, you cut demand for your traditional customer services by 25 percent? The savings would be substantial! And your customers would appreciate your efforts, as well.

For businesses with a national or global customer base the decision to invest in on-line customer support is a "no-brainer." If your customers are on-line, there is no more economical method of delivering quality customer support than via a web site. Period.

Call NetBizWeb (954-545-0247) for an appointment to discuss how a makeover of your web site to include a Customer Service Center can enhance customer relations for your company.