If you are a potential Client reading this blog then please ask yourself now if you care about Customer Service. Of Course we all want a great service from those whom we engage however, and this is what I find extremely interesting, only 0.015% of people who access our web page actually click on the Customer Care Section of our webpage. Furthermore the Tab is right there on the top navigation bar of the web page so there is absolutely no reason for not clicking on it.What this leads me to believe is that we simply do not care enough about the service we are about to receive or we all trust that we are going to receive a good service and as such we do not want to read more about it.
Certainly for me whilst block architects will continue to work on and grow our customer care deliverables I will be reviewing the web page with a view to getting another topic in the top navigation bar and perhaps a topic which is of more interest to the readers.
I think this is a web usability issue- what does 'customer care' actually mean? It's quite a marketingy phrase. In my experience people do tend to switch off to these things.
ReplyDeleteI know 'contact us' is over used but it does what it says on the tin. By Customer care do you mean that in the first instance, you will return calls or communication quickly and with a personal touch?
I'm not a big expert on usability but maybe change the phrase to something that more closely matches what the user will want to do when arriving on your site, and that reflects your customer care- "Talk to us" maybe?
Sorry if that sounds a bit provocative- just trying to offer advice!
There's a difference between whether something is important and whether it is the thing that people are looking for.
ReplyDeleteYour customers will be task focussed when they visit your site and will be looking for quite specific things.
Say for example you're booking a ski holiday in France on a website. You'll have things in mind that you need to find out. These may be:
- costs
- location of accommodation
- accommodation facilities
- night life
- quality of skiing in the area
- how much snow the resort gets a year
this is just to name a few things. Customer Care is important to you but it's not what you're looking for on the website. If the ski company wants to communicate their excellent customer care it should do so by providing a useful website and referring to substantiated facts about their service (such as guarantees and awards).
The potential customer may then get a sense that the company cares. They will not go looking for the page where the company tells them how much they care.
My view is that people visiting your site expect that page to be full of Marketing Waffle about how great you are. They aren't interested in reading that kind of thing.
All vert valid comments. We have tried to pitch the web page to an audience and we believed that 'cusotmer care' was paramount however the more that we track the results and the key searches it is apparent that people want to know about specifics ie the tasks they are focusing on and the more generalised things which I suppose they take for granted are background issues.
ReplyDeleteThe opportunity that I see from all of this is certainly that the customer care section does not require such a prominent position in the navigation bar.
Very interestnig this google analytics when one gets into it.
Hi!
ReplyDeleteI think the Customer support outsourcing can be very usefull when you are some kind of lost, and you need some extra help
In my opinion we have to consider it as a good and modern option