Web strategy & Web development blog

Archive for the ‘Customer service’ Category

Are you the one company that can solve “Somebody’s” “Problem” in “some” “Manner” ?

Monday, February 13th, 2012

If you are so, then tell it to the visitors of your website. They are just waiting for you. Don’t shy. Don’t hide.

Please do not target all people who may or may not come to you. Think about the factor we just told. You are special in someway for somebody. Emphasize it then.

Here are few examples of identifying those:

  1. Even if you are selling Reebok shoes as others in the market and prices are same, you may be the one with best customer service (Zappos is a perfect example of it.)
  2. If you are the interior decorator who is specialized in using colors to make tense people calm down and feel lighter when they come home. You remove visual pollution & space pollution.
  3. __________________________________________________________ (Please let us know how special is you?)

Price shouldn’t be always the factor of difference. It’s something more, very much inherited in you and your firm/company.

Website Strategy of the Week: The Important 3 Questions

Wednesday, January 26th, 2011

#1- When developing a website go on and ask for the 3 main objective a page will serve. Why a person should go to that page? What he will be searching for in that page?

#2- Rank them according to the importance

#3- Give more importance in design to the 1st objective, then to 2nd and then to the 3rd and then general importance to the others.

The objective should be clear, short and appealing. You can use a good catchy color or H1 tag.

The second object should be distinguishable from the first one and to be written at a distance, giving more credit to the first one and can be written using H2 tag. You can use a mild color in between 1st and 2nd objective, to give both a clarity and feel.

Likewise the 3rd objective is to be written and others lines or designs should be normal and mild.

Benefit of such:

When people come to the webpage he has those 3 questions he wants the answer for. And he wants it immediately. So end his quest and make him feel that he got the solution. This gives you the best conversion rate.

—- A little secrete that gave us and our client great success.

Does your Office make your employee really productive?

Friday, January 21st, 2011
We found office is not that productive most of the time. Jason also say so. Find out more

Learn from 37signals: How a Customer Service survey should be

Wednesday, September 8th, 2010
I hate the long que customer satisfaction survey. I had those experiences with Microsoft, with Airtel and some of other service providers.

So in frustration I’m now developing a software for better customer service for small/medium size business (businesses having below 7,000 customer). I’ll elaborate about it on my later posts. But recently I had been through a nice article by 37signals. I’m sharing it here for your understanding:

smiley-rate

Onclick:

smiley-tellus

At back-end in 37signals, what they see (They can see the timeline of happiness and sadness of the customer with the customer service over time):

smiley-everyone

If you want to know about the response from a particular client, then click on the client’s name and you will get the following interface which also shows them their feedback responses.

smiley-person

This simple survey soles a lot of problem in both the end. And if every customer support people have access to this survey they can better serve the client. The product team to marketing, everybody knows where the problem lies and can work quickly to solve it.

A lot of learnings for so called  Biggies.

You can read the whole article here on their blog.

#image courtesy: 37signals’ Signal vs Noise Blog