TommyCarey
Level X3
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Improving your customers experience is one of the main thing you should focus on after you get your website up and running. You don't want to focus on your customers experience after you start making sales because then you could just get a flow of bad reviews going and that's never a great way to start up. When it comes to satisfying your clients it may sometimes feel like you need to follow some algebraic calculation in order to please everyone, but in fact it's much easier than you actually think. A happy customer is created by purchasing a great service or product that is also paired up with outstanding customer service.
Below I'm going to talk about 3 main topics that will help you streamline your support system. Doing this will increase your customer loyalty, gain you more positive reviews (usually) and overall keep your current and future clients happy that they chose to work or purchase something from you 
1. Streamlining the self service on your site
When it comes to self service, you want to think of what you can do to keep your visitors informed or have something in place that can answer all their questions without them actually having to contact you. This usually take form of a well set up knowledge base with hundreds of questions that you get on a regular basis. Having these questions in place prior to the visitor actually getting to your website will streamline everything because you may have actually answered the questions already and they can buy without having to contact you
When you're setting this up, you will want it to stand out and be obvious as to where a user can click through to it. You can set it up within your top menu or side bar and you can also link to it on your "Contact Us" page. I like adding it to the top menu bar as well as the contact page because if they don't see the one up top, they'll likely see the links to it when they go to contact me I would say that my normal 50 inquiries a day was cut down to around 5 or 10 after I added a load of questions to my knowledge base. That's a 90% decrease in inquiry emails from potential clients. This means I'm making money quicker due to the fact I answered their questions already within the knowledge base
2. Have a managed 800 number
When it comes to working online, you'll always want to be seen as an authority, and having an 800 number will show that you're a professional. Having a few VA's manage your toll free number will actually keep everything streamlined because you will never have down time and you can always have someone answering the phones. You'll need to have some trust with your VA's for this to work because they will need to be able to access your dashboard that will show the current status of the order or service the client had purchased if needed.
When someone does end up calling and they get send to a voicemail, it doesn't sound very professional. I admit that I've been one of the people that has done this with a couple of my websites and I dreaded missing calls because the person on the other end knew it wasn't a professional phone setup. I normally had pay as you go cell phones which would be in my pocket at all times to try and avoid letting the customers go to voicemail, but it didn't always work lol.
3. Use a chat box to app feature
A lot of people feel awkward when making a phone call to someone they don't know to buy something they've never had. To avoid the awkwardness, you can simply add a chat box to app feature like tawk.to in order to capture everything as you go about your day. The beauty of this is that you can simply download the app to your smartphone and whenever someone clicks on the "Chat with us!" button at the bottom of the page it will go right to your phone no matter where you're at As long as you have an internet connection, you can stay connected with anyone wanting to talk to you! I actually love this because I haven't found any good services that link through my emails, unless you use zendesk, that will work well for what I need. And even Zendesk doesn't streamline everything so you can basically text message your users who want to get in touch with you
In Conclusion:
So basically you'll want to add a well established knowledge base and add to it whenever you get some random questions you didn't think of. You want to have a managed 800 number where a trusted VA is basically your phone support system that answers anything possible. And finally you'll want to set up a chat system that works through an app you download for free so you can pretty much text people back when they get in touch with you
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https://www.seocheckout.com/user/Razzy
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Cristian
That means you need to follow a standard in terms of users experience for that specific niche or industry your website falls into.
Examine the top 10 biggest websites in your niche and draw some conclusion and find common grounds. Once you figured out all the special aspects you need to adopt, integrate them into your site, it will help you once you are live and receiving customers.
If you follow the standard industry product page, for example, I assure you that users won't have any stupid questions like "how do I order, I can't find the order button".
A special Q&A page might be needed to be implemented, answering very specific questions, like a refund, details about the products, etc. Again, turn to you big competitors and see how they did it. It is not copying, it is just good users experience in my opinion!
Oh, and thanks for the article Razzy, I agree on every point you made, especially the chat box, those things can increase conversions really good! Even though a lot of pf people will still ask questions or have questions, I believe we are moving away from this. If you don't have some exotic niche people may have a lot of questions about, I think a certain format should already be in place to avoid the future question. That means you need to follow a standard in terms of users experience for that specific niche or industry your website falls into. Examine the top 10 biggest websites in your niche and draw some conclusion and find common grounds. Once you figured out all the special aspects you need to adopt, integrate them into your site, it will help you once you are live and receiving customers. If you follow the standard industry product page, for example, I assure you that users won't have any stupid questions like "how do I order, I can't find the order button". A special Q&A page might be needed to be implemented, answering very specific questions, like a refund, details about the products, etc. Again, turn to you big competitors and see how they did it. It is not copying, it is just good users experience in my opinion! Oh, and thanks for the article Razzy, I agree on every point you made, especially the chat box, those things can increase conversions really good!
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