Your customers expect and deserve outstanding Web-Based Support.
Many fast growing companies find that customer support is requiring an increasing amount of valuable resources, especially personnel. Small Business Administration (SBA) and other researchers indicate that:
Those involved with supplying customer support, spend 27% to 65% of their time on the phone. While other communications channels are encroaching on phone use, that medium is still used for over 70% of customer support activity.
Only a low percentage of customers are resolving questions and problems themselves because effective, low cost, web support tools are difficult to locate. Companies are not leveraging the fact that many customers are comfortable using the Internet and web-sites. Across a variety of industries, it was found that only about 6% of the customer base is considered ‘unskilled’ with computers and the Internet.
64-71% of small businesses now have websites. This is a substantial increase in recent years.
The primary use of the company web-sites is to describe the company and its products (goods and/or services). Only a minority of small businesses use their Web sites for customer self-support.
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