From Q&A to SEO
Any Web businesses can dramatically, positively and immediately expand their customer-service capabilities through live-chat features on their websites, as well as 800-number telephone support and even priority email. These are the most common executions of the online support offerings, but there are many, many others.
Yesterday’s Website Magazine open-thread poll on the type of support channels being offered to website visitors revealed that the options are indeed many – from tutorials and glossaries, to FAQ sections and full-on knowledge-base software solutions. The problem is that while most respondents use some of the options, few used all of them (likely for good reason, as the cost to implement and manage multiple options can be high).
The aim of providing support at all is to help users shorten the path to the answers they seek. The result of knowledgeable and effective user-support mechanisms is a better experience and ultimately a greater number of conversions – and higher-value conversions, at that. To extract every single bit of value from customer-support teams, it needs to be proactive instead of reactive.