Once in a while I have the honor of writing for OPEN by American Express Blog. Here’s a recent article I wrote about customer service)
Recently Business Week compiled a list of companies that excelled in customer service. Amazon.com led in this category. Why? They strive to not simply sell you something but to ensure the entire experience is flawless. If there ARE mistakes, their goal is to make you happy and satisfied.
I’m not going to write about customer service, per se, but I want to share with you how you can use technology to improve your customer service.
Clear web site navigation
One of the most important things you can do to exceed your customer’s expectations is to ensure they can find everything they need as easy as possible. For those of you with simple web sites and minimal content it’s a lot easier to have all of the important things available on one page. For those of you with more complex web sites, rich with content, it’s going to be more of a challenge.
But regardless, use well thought out categories, drop down boxes, context relevant menus and other things to ensure that customers can always find the information they need without having to click too many times.