Proven Tips to Improve Customer Service on Your Website in 2023
In today's fiercely competitive business landscape, providing exceptional customer experience has become essential for WordPress-based companies.
With over 2 billion websites on the internet, practically every company has a website.
Satisfied customers not only contribute to brand loyalty but also serve as powerful advocates, attracting new customers and driving growth.
While traditional customer service methods have their place, it's the out-of-the-box strategies that truly set WordPress brands apart and leave a lasting impression on their clientele.
However, running a website isn't enough to reach your potential customers online and turn website visitors into customers; it's also important to take care of your customers and therefore improve customer service on your website.
In the competitive realm of WordPress, improving customer experience is no longer a luxury but a necessity. Let's delve into the significance of enhancing customer satisfaction.
Why does it matter?
Your website is your virtual homebase. It’s your calling card. And, in most cases, your first point of contact with (potential) customers. Delighted WordPress customers are more likely to become brand advocates, spreading positive word-of-mouth about their experiences.
Not only is ecommerce more prevalent than ever, statistics show that even when there’s a physical location nearby, 76% of customers still check a business website out before they visit.
Most importantly, your website is also your central portal for communicating with your customers. Efficient, friction-free communication is a crucial basis for customer satisfaction. By adapting your website to guarantee a great communication experience, you can build trust, increase conversions, and boost your overall business success.
Over 85% of people do online research before choosing a company and many of them may have questions about your company and its products, so the demand for customer service has grown.
Around 96% of U.S. customers agree that having good customer service is important to them and 78% claim that it's fundamental to gaining their loyalty.
This means the growing importance of online customer service.
Image Source: Netomi
Still, 73% of consumers believe that companies pay more attention to increasing sales across all of their multiple channels than they do to providing integrated customer service across those channels.
Not only do big companies run websites, but also 64% of small businesses have a website which means the competition is getting higher. Since customers are selfish and they bother about their needs and wants, improving outstanding customer service on your website is a great way to stay ahead of your competitors that don't invest in providing customer service.
Since customer service expectations have grown in the last few years, improving customer service on your website is a must.
How to do it?
I’m going to tell you 6 innovative ways for you to explore and dramatically improve your customer satisfaction. Let’s get to it then.
Personalized Customer Interactions
FullSession behavioural analytic software provides you with all the data you need to improve your customer experience and solve inquiries. Imagine being able to record each step of a potential customer's journey on your website, see their feedback for your website, and gather insight on what they like/dislike about certain aspects of it.
Utilize customer relationship management (CRM) systems and data analytics to tailor interactions based on customer data, preferences, and past interactions. Implement dynamic content and AI-driven recommendation engines for real-time personalization.
Wow your customers by giving them a chance to share their feedback with you. Add customer feedback surveys powered by WordPress survey plugin and collect the needed information from them. After getting the real-time feedback you will be able to use them for improving your product and making it perfect for your customers.
This includes a choice between voice and video calls, as well as scheduling features such as letting customers book a pre-defined time slot in your business calendar, for instance for onboarding calls or demos.
Gamify the Customer Experience
Incorporate game-like elements, such as challenges, rewards, and progress tracking, into the WordPress customer experience strategy using gamification software. Align these elements with your brand's values and keep them relevant to maintain customer engagement.
Embrace Omnichannel Support
If you provide customer service on your website, that's great. But if you constantly invest time and effort into improving customer service on your website, whether you experiment with support channels like a business phone system like ULTATEL, train your customer support team, or collect and implement customer feedback, it can bring your business to the next level.
Adopt an omnichannel support strategy to ensure a seamless customer experience across all WordPress touchpoints. Integrate data and interactions across channels to provide a consistent and cohesive journey for customers.
Pro-Tip: Implement a robust customer support ticketing system to centralize interactions for seamless omnichannel support.
Enhance customer experience by leveraging Artificial Intelligence (AI) and chatbots to provide instant and accurate responses. Use Natural Language Processing (NLP) algorithms to make chatbots more conversational and human-like, improving customer engagement.
However, I still recommend you have online human interactions to ensure personalized support to the users and having that unique ‘human touch’ which is what everyone is after nowadays.
Having an online chat feature through which your customer service staff can answer any queries your online visitors may have can set you apart from your competitors.
Plus, live chat has all the advantages of personal and immediate contact without bringing on the call anxiety that younger people often struggle with.
Another advantage of having a live chat option integrated into your site is that it makes it a breeze to automate parts of it. You can easily add a chatbot to handle routine queries and lighten the load on your human team members, or to respond to queries outside business hours.
Invest in employee training to enhance the communication and problem-solving skills of WordPress employees.
Use data analytics to identify patterns and potential pain points, and proactively address customer issues before they become major problems. Set up automated triggers to notify support agents and proactively address customer issues.
Customer Self Help Content
While chatbots and live chat can be great for customer service, there’s nothing better than empowering customers to help themselves.
That’s where content can play a big role and is already revolutionizing the way customer service is done.
They could just visit your website, download an eBook, PDF or whitepaper and resolve their problem themselves rather than going through the outreach process.
On searching for the topic you need help with, you’ll find articles, like this one, and guides that walk you through all technical troubleshooting steps making it super simple to solve technical problems.
What’s great about content is that it’s very versatile in how you can use it.
It’s not just a tool for customer service, but also a medium to entertain, educate, and engage your online customers.
Regularly publishing content that’s meaningful to your customers will help you build an ‘online audience’ and a list of email subscribers who truly want to hear from your business.
Here are several customer self-service options to enhance your business website:
- Create a FAQ page
- Include a knowledge base
- Feature a self-care ebook
- Upload explainer videos
Link Your Socials and use social proof on your website
In 2023, customers have come to expect businesses to have a presence on Facebook, Twitter, Instagram, TikTok, and the like.
By delivering a positive customer experience, businesses can increase their customer retention rates significantly. For the same you can use customer loyalty software as they can significantly help in building trust and fostering customer loyalty
Satisfied customers, empowered by the benefits of customer loyalty software, are more inclined to stay committed to a brand, make repeat purchases, and become brand advocates within their social circles.
And to be fair – social media is one of the fastest ways to get word about your products, services, and company news out to a wider audience.
On your website’s contact page, you need to include links to all your social profiles. That way, visitors will be able to follow you instantly if they want to.
To go further, you can also include links to your social media in the footer of your website. That way, anyone who scrolls to the bottom of your page will get a visual cue to follow you.
Not all of your website visitors want to contact your customer service team to get their inquiries solved.
Some of your visitors are potential customers who have doubts whether your product or service is right for them, so they seek recommendations from previous customers.
Simply put, your website visitors want to see endorsements from existing customers that add credibility and therefore they pay attention to social proof on your website.
Social proof comes in different forms: customer testimonials, expert endorsements, client reviews, user-generated content, earned media, etc. To show the popularity (and effectiveness) of your product among previous customers, it's a good idea to use social proof on your website.
Design a Great User Experience
If you really want to impress your users, you should become conscious and creative about your user experience online.
This is where design thinking plays a super vital role.
By empathizing with your customers, building customer personas to understand them at a deeper level, and then creating a user experience they love, you can make your customers trust your business and become a loyal, returning customer.
By using a combination of great UI elements, customer reviews, and a highly simple checkout process, Airbnb has become one of the most popular and loved mobile applications for the global travel community.
More importantly, make sure you factor in the latest online technologies to design an experience that’s up to date with all tech trends.
With the growing popularity of voice tech, for example, using voice as part of your customer experience can be a smart move.
Users will be happiest with applications that are up-to-date and match current trends.
Today, many businesses neglect to ensure that their websites are mobile responsive. That’s a serious mistake. Especially since statistics show that 59% of all global web traffic now comes from cell phones and tablets.
An important aspect of a good user experience is the speed of your website. Studies have shown that conversion rates are 3 times higher for websites that load in under one second.
Your website is not just a place to market your products or services. It has become the main communication channel for customers who want to get help.
With rising customer service expectations, brands of all sizes and niches have to improve customer service on their websites to make sure that customers get their questions answered and therefore become happier.
By following the guide above, you’ll be able to ensure that anyone who visits your site will find a frustration-free, fast, and effective way to reach out.
From providing various contact options to implementing customer feedback, there are many actionable ways to improve customer service on your website, but it's important to experiment and find out what works best for your company.
Frequently Asked Questions
What is customer experience and why is it important for WordPress websites in 2023?
Customer experience refers to the impression customers have when interacting with a website. It's important for WordPress websites in 2023 because it affects retention, loyalty, and reputation.
How can I improve customer experience on my WordPress website?
Improve customer experience on your WordPress website by optimizing speed, mobile responsiveness, navigation, and content. Use personalized recommendations, provide excellent support, and gather user feedback.
What are some key elements of a positive customer experience on WordPress websites?
Positive customer experience on WordPress includes smooth navigation, fast loading, attractive design, clear content, personalized interactions, responsive support, and user-friendly checkout.
Are there any specific plugins or tools that can help enhance customer experience on WordPress?
Plugins like “WordPress Personalization” and tools like “LiveChat” or “Zendesk” can help you enhance customer experience on your WordPress website.
How can personalized content and recommendations improve customer experience on WordPress websites?
Personalized content and recommendations improve customer experience by tailoring information and offers based on user preferences. Plugins like “WooCommerce Personalized Product Recommendations” can help implement this on WordPress.