The company's website can order information before first contact and facilitate the work of the respondent. It is worth designing it together with the customer support team.
See what needs to be explained several times
Ask the interviewers what information they repeat most often. These may be the limits of the service, the materials needed, the method of valuation or order of actions. These answers are worth placing on the right offer so that the customer can prepare for contact.
Not every detail has to be immediately on the home page. Order the content according to the recipient's questions and show a clear transition to development. A long list of all the company's capabilities may make it difficult to recognize the service that concerns a particular problem.
Build a transition between content and query
The contact button should be based on the context of the subpage. If you are reading about the implementation of the store, it is worth keeping the information about which offer the message relates. This avoids the first exchange of opinions that only serves to determine the subject.
For example, a company operating projects from Warsaw may ask about the scope, current website and convenient form of conversation. The address of the headquarters does not have to limit the form to one city.
Don't collect a full briefing too soon
In the beginning, ask for the information you need for a meaningful answer. Detailed documentation can be discussed later. A long set of mandatory fields can be difficult for a person who is just looking for the right solution.
Please explain on the form:
- which is worth describing in several sentences;
- which materials are helpful but optional;
- which channels can be contacted;
- which means confirmation of dispatch;
- who in the company receives a given type of question.
Use questions to improve the site
When you run, collect signals from the calls. If customers regularly understand the scope differently, correct the description instead of blaming the recipients. If they are asking about the item already described, check its visibility and language.
The site does not replace competent service, but it can make it easier for both parties to start a conversation. More about this relationship can be found in B2B page receiving the query and design of the form.
