There are dozens of ways to solve customer problems, but in most cases, those solutions involve using a customer service agent – virtual, in-person or over the phone. Customer service agents are invaluable to any business, but there are ways to passively solve customer problems through your website. These solutions free up your agents’ time and allow them to focus on more pressing matters.
Create an FAQs Section
The simplest and most direct way to solve customer problems is with an FAQs (Frequently Asked Questions) section. An FAQs section allows you to provide answers to some of the most common questions customers have.
Let’s say you run a car rentals company. When renting a vehicle, customers naturally have a lot of questions about the process and liability. Your FAQs page should list dozens of questions related to the rental process and liability concerns along with detailed answers for each question.
Just think of how many customers will have their questions answered or problems solved by reading through this one page. They get their answer in seconds, and you won’t have to spend time or resources answering the same questions over and over again.
Your FAQs page should be linked under your Customer Support, so potential customers can easily find it. Some businesses find it useful to also link the page on the Contact page.
Use Your Blog to Answer Questions
An FAQs section is one of the most effective ways to solve customer problems through your website, but you can also answer questions through the posts on your blog.
If you notice that several customers are having the same issues or asking the same questions, address it in a blog post. Be detailed and thorough in your post.
Let’s stick to the car rental company example from above. Maybe your customers often ask about things to do in your area, or what happens if they get a ticket. Your blog could discuss some popular places to visit in the area. You can also discuss the topic of safe driving, and tell customers that a distracted driving ticket could lead to a $490 fine.
If you receive a unique or interesting question from a customer, why not highlight it in a blog post? There’s a good chance someone else will have the same question. that one single post could save your customer service reps more time – time that can be used to tackle bigger problems.
Incorporate Key Information into Your Copy
Your website copy needs to be persuasive and engaging, but it should also be informative. Give customers as many details as possible and answer as many obvious questions as possible in your copy.
If you offer a service, talk about how your process works, what customers can expect and, of course, a detailed explanation of what you’re offering.
If you sell products, make sure that your descriptions are thorough. Everything from the size and weight to features should be included.
Providing as much detail as possible in your copy will keep your inbox from being flooded with questions. It will also help ensure that customers have all the information they need – which will make them much more likely to click the “buy now” button.
Using these three methods, you can help solve some customer problems passively using just your website. You won’t be able to answer every question this way – don’t get rid of your customer service agents – but you can save your agents some time and yourself some money.