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Give Us a Call Today! 317.296.7314

Ready for your FREE Consultation?

Give Us a Call Today! 317.296.7314

Your Website as a Customer Service Tool

Businesses build websites for many reasons. They can be an online storefront, a brand-builder, or a customer service and retention tool. When trying to develop your website as a customer service and retention tool, there are some rules of thumb you may want to follow.

1. Make It Easy– The design should offer user-friendly navigation, fast downloads, and easy access to information.

2. Build Trust– Explain (and offer) secure transactions, let them know your data collection policy, showcase testimonials, offer an outlet for feedback, and provide links to any reputable professional associations of whom you are a member.

3. Clear Content: Do you provide clear product information, pricing, FAQ’s, and easy to find contact information?

4. The Human Element– Quick email responses are critical. If you do not have a system in place to provide speedy answers to email enquiries, then do not offer the option at all. Along the same line, only offer a 1-800 number if you have someone willing and able to take the call or return it quickly.

5. Provide an E-Newsletter– Your loyal customers will expect to find an area to sign up for electronic news from you. Those who sign up want to hear from you about important updates on your services and offerings. Some tips to help you with this strategy are to make sure the newsletters only go out when you have value to offer, whether that be information or a discount, and be sure they have to ability to opt out. Do not wear them out with a newsletter every single week.

6. E-Surveys– These are a great way to uncover ways to improve your business practices. And your loyal customers will be happy to provide feedback. They feel a sense of ownership when they take the time to offer feedback to you. *Caveat: Make sure to take the time to show you listened. Feedback is a golden opportunity to fix a problem you don’t know you have, so make sure you communicate with a customer who provides you this value. Let them know you care enough to respond and to actually fix a problem that can be fixed.

Have you encountered any brands who do an excellent or terrible job with online customer service? We would love to hear your stories.

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Organic Social Media Management

Learn how to effectively use social media to build your brand and cultivate a loyal fan base.

This consultation includes the following components:

Interview: Element212 will review:

  • Your current social media platforms
  • Competitive analysis
  • Target market analysis

Recommendations:

  • Social media posting strategy
  • Content overview strategy
  • Strategy evaluation
  • Develop followers
  • Tools & Resource recommendations
  • Quarterly review
  • Consistent branding across social media platforms

Search Engine Optimization (SEO)

Learn how to optimize your website and improve your website’s ranking in search engines such as Google.

This consultation includes the following components:

Approach: Element212 will provide:

  • Keyword selection strategy
  • Step-by-step instructions to maximize on-site optimization for your content
  • Tips on where to place and link keywords on your website
  • 2 high-quality backlinks

Recommendations: You will receive:

  • An actionable strategy for improving on-site and off-site SEO
  • 3 & 6 month check in and recommendations

Full Brand Insights Research

Duration: 7-9 Weeks

We’ll take an in-depth look at your brand, communications & buyer’s journey to devise a comprehensive marketing strategy that works.

This consultation includes the following components:

Interview: One-on-one interviews with team members & customers or clients to uncover:

  • Company S.W.O.T.
  • Company Goals
  • Internal/external perspectives
  • Brand perception gaps
  • Customer persona
  • Differentiators
  • Internal & External expectations
  • Customer buyer’s journey
  • Perceived value and benefits
  • High value

Survey: Online customer & team surveys

Analysis: Current marketing audit

  • Marketing Collateral
  • Website
  • SEO
  • Content

Report & Recommendations: In-depth overview of your customer’s and team member’s brand perceptions along with a comprehensive marketing strategy and a Gantt timeline for the following:

  • Integrated marketing communications
  • Ongoing marketing messaging
  • Website audit
  • Brand positioning
  • Digital advertising

General Marketing Strategy

Duration: 14 days

Ready to step up your marketing? We’ll identify opportunities and develop a plan that capitalizes on those findings.

This consultation includes the following components:

Interview: Half-day team interview to uncover:

  • Company growth goals
  • Company S.W.O.T.
  • Brand expectations & voice
  • Company differentiators

Survey: Online customer & team surveys

Analysis: Current marketing audit

  • Marketing Collateral
  • Website audit
  • SEO audit
  • Content audit

Report & Recommendations: Data gathered to bridge the gap between customer & company perspectives with insights to shorten the sales cycle. This report includes marketing strategy recommendations and a Gantt timeline for the following: Website Social media Print marketing Digital advertising Public Relations

Agile Brand Insights Research

Duration: 5 days

We’ll take a look at your brand and identify opportunities for the advancement of your marketing efforts.

This consultation includes the following components:

Interview: Half-day team interview

Survey: Online customer & team surveys

Analysis: Current marketing strategy

Report & Recommendations:
High-level overview of your customers’ & team members’ brand perceptions along with marketing strategy recommendations and a Gantt timeline.

Buyer's Journey Research

Duration: 3 days

We’ll help identify your customers’ buyer’s journey and how you can influence their purchasing decisions.

This consultation includes the following components:

Interview: Up to 10 customer interviews

Survey: Online quantitative customer survey

Analysis: Secret Shopping (when applicable)

Report & Recommendations: Insights into the decision-making process your customers go through when researching, considering, and ultimately deciding where they make their purchase. This report also includes marketing recommendations along with a Gannt timeline.

Internal Team Communications

Duration: 7 days

Let’s take a look at your team’s internal and external communication processes and identify opportunities for improvement.

This consultation includes the following components:

Interview: Half-day team interview

Survey: Online anonymous team survey

Analysis: Secret shopping (when applicable)

Report & Recommendations: Insights report showing gaps and opportunities for internal communications & processes and marketing recommendations with a Gantt timeline.