![]() ![]() Zappos does a great job of directing customer support inquiries to the right place. ![]() The contact page is self-explanatory and provides detailed information on the ways you can get in touch. How easy is it to speak to a real person on ?įrom the moment you first land on, their telephone number is front and center. They don’t need such a comprehensive knowledge base so you can find the answers yourself they’d much rather you call them so they can help you in a personalized, humane way! Zappos’ focus is on human-based customer support. The questions tackle the typical questions people might ask well enough, and there’s no need for a search bar because there are only a few questions. Their online help center is just an FAQs page, which is pretty simple and easy to navigate. While Zappos scores top marks for accessibility and navigation, their FAQ pages don’t score quite as well. When it comes to customer service, it doesn’t get much easier to find than that.Ĭan you find the answers you need on ? Right next to that menu is the Zappos phone line, which we are told ‘is available 24/7’. It’s placed in the header, so it’ll appear on every page, along with a drop-down menu of related pages such as ‘Live Chat,’ FAQs, Contact Info, and ‘Give us Feedback.’ The first thing you see on their website is their customer service menu. They’re practically begging you to get in touch. They’re not just pointing you to where it is. Zappos’ customer support pages aren’t just easy to find they’re front and center. How easy is it to find customer support pages on ? ![]() In the last 20 years, Zappos and excellent customer support have become synonymous, so it’s no surprise to find them on this list. How easy is it to speak to a real person?.Can you find the answers you need on the support pages?.How easy is it to find the customer support or contact details pages?.To understand customer service offerings on each of these websites, we’ve broken down the customer’s journey into three stages and posed a question to represent each stage: We take a magnifying glass to these websites and give you the means to up your website game, too. Here, we look at some major brands that are doing customer service in all the right ways, but most especially on their websites. You don’t have to be reachable by phone 24/7, but you do have to give your customers a way to solve their problems or get in touch when they can’t help themselves. Whatever your business or its size, the first place your customers go when seeking help is your website. And if they can’t find the information they need there, you’re going to lose them. Significantly boosted CSat while reducing abandon rates Conversation Scheduling Let your customers decide when to receive a call-back from you.Programmable Call-Backs Offer call-backs at any stage in your customer’s journey.Web Call-Backs Offer customized call-backs to customers on web, and mobile.Voice Call-Backs Smooth out call spikes, lower abandon rates, and improve the customer experience. ![]()
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