It has been proven that regardless of what industry a business entity resides, it takes ten times more effort to obtain a new customer than to retain an existing one. Effort is measured by time, money and exertion extended by the business entity. A customer stays with a firm who they believe values their business, by demonstrating this to be the case, not just making statements to that affect. They stay with a supplier that makes it easy for them to do business with and who keeps their commitments.
This means getting punctual results to their requests:
1. Obtain detailed product information
2. Place an order
3. Ensure order accuracy
4. Track an order
5. Obtain training or product support
6. Schedule repairs
7. Return something
8. Check status or resolve billing issues
9. Have their general day-to-day questions answered in a timely manner.
Simply put, your customers want to have access to you when they want it; 24 x 7 x 365.
Your web site can go a long way to helping satisfy your customers' needs and it can do it at an exceptionally low cost. Your web site could fully automate customer services responses for items 1 - 6 on the above list. Moreover, your Web Site could be the first responder to over 50% of all general requests. For example, by connecting your Web site to IVR (Interactive Voice Response) you can expand what you offer a customer in the way of self-service. This means more satisfied customers and lower costs for you; a win-win.
Please contact me if you would like to discuss Web based business automation opportunities in more detail.
Best Regards,
Louis Burke
Sales
RP Design Web Services
908.998.1264
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