Best Web Practice and Customer Management
Webmaster Column - Office News - No 9
Hello,
Who could have predicted, just 30 years ago, marketing would be so important in the launch and success of a business? Today, with more than 1.4 billion active websites, 800,000 of which are designed daily, it’s essential to develop a good online presence with adequate and optimized tools.
But once established online, what about our real customer base and our reputation? Hence the importance of establishing after-sale management and customer service habits.
Here is the webmaster column of the month: the web practice and the customer management.
The webmaster column on the daily management of websites, Office News, presents: 2024-09: Plants for sale.
How to Properly Manage Web Customers
Help and tips to promote yourself, or a business, with an effective website, marketing tools and even social media platforms. Management adapted to your customers and the reality of the digital world. A method of writing content that serves customers, rather than annoying them or creating problems. The art of providing adequate and current information about your company for your customers.
The Web User, a Difficult Customer Who Only Reads
We all received special offers with links that don’t work, tried to buy tickets in vain on a sales system or even walked in front of a closed business door when the online opening hours default. We all know this feeling of dissatisfaction.
For a marketing strategy, this is one of the worst things that can happen in product promotion, technical negligence. The technical difficulties in a communication that could have been avoided and which turns into a problem. These are difficulties that don’t necessarily arise in a physical business and yes, this web clientele is very alert of all kinds, than a physical clientele whose language is often more respectful. We type faster than we sometimes think hihi.
Take the Lead in Distributing Information
In short, communication and instructions on digital tools are essential to get the respect of our customers. Whether it’s the disclosure of opening hours, a change of address, a last-minute promotion or a site under maintenance, it’s our responsibility to take the lead and disclose our information to our customers. The time our customers devote to us is important for good business relationships. Unnecessary and technical waste of time is often unforgiving.
The information content of our digital tools must not be composed lazily, considering the readership will understand on their own. It’s necessary to write in a precise and dynamic manner, without detours but direct links and info, to take advantage of the reader’s enthusiasm to take action.
Instead, we will take the time to click on the links to test all the technicalities of the communication before sending. We also take the moment to check the landing places of our links to ensure the reception of the transmission is indeed the special offer in question on the website. Let’s avoid a 404 page for our customers.
Use a Universal Language
When writing for your digital tools, take the time to choose the right vocabulary. Let’s use the expressions of our visitors and our target audience. Let’s think about content for all generations, cultures and social classes. No one wants to be offended by a poorly selected word in the text of our corporate mission. Let’s avoid dubious or double meaning phrases and slogans.
It isn’t always easy to decide web content. Many platforms have restricted spaces with few characters. By adding the text of legal notices, adaptation to search tools and SEO techniques, it’s sometimes difficult to tell the difference between a complete page and an overloaded one.
You shouldn’t hesitate to be guided to have the right word. Let’s ask someone to use our test to get a different perception. If we see the test users always ask the same question at a stage of our communication, we make the changes immediately before the official sending, thus reducing our incoming emails of fan questions when everything is published.
Everything Is in Place for Everybody’s Happiness
Moreover, to increase our efficiency, let us keep our past communications with our customers in a file. We can use them as a starting example for future correspondences. You can also make a document and write the correct turns of phrase that you read daily. This is how you become a good communicator, organized and ready for all eventualities. We save a lot of time by creating pre-written message templates.
Administration of Digital Tools
Take the time to read your visitors’ questions, comments and criticisms regarding digital tools, as they’re sometimes the result of errors or poor layout. Fixing a problem on our website for one customer can help several others. This way we can avoid a lot of emails and service responses, or frustrations in our social media remarks.
If you think about it, a consumer, who took the time to write to us and let us know a trouble on our site, helps us. We shouldn’t be offended, but rather use this opportunity to improve our service. Additionally, it’s sometimes difficult to follow up on all the feedback we receive, but it’s worth the effort. The simple fact of assuring a visitor that their email has been read will be considered and transferred to the appropriate person will put several customers in our pocket and for a long time. A consumer who is listened to feel confident and will often come back.
Finally, let’s not scatter ourselves in explanations and justifications to react to bad comments. This will regularly backfire on us, since we fuel discontent by adding other reasons. Instead, we respond by demonstrating our understanding of the situation, our agreement to work to find a solution, and our appreciation for participating in improving our company’s service. So, who would stay angry for long? Isn’t that right?
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Conclusion
I'm glad that web publishing columns are helping you with your digital tools. News from the office will still be published until next December.
Don't be surprised, the visual concept of the chronicles will be modified for the year 2025, because there are only 12 colored pencils in the box! They will undergo a change of look to offer you, still equipped with web publishing content, a new image.
See you on the Blog!
Jeff
Production: W+M Services
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I edit the content of existing sites via CMS in addition to creating sites with WordPress and Squarespace. I have been producing website content as a webmaster since 1998.
I help companies get their first website up and I improve the performance of existing sites.
Yes, I’m Mr. Analytics and my reaction time to new digital marketing is daily, which allows my clients to have optional and trend-cutting tools.
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