Customers are the lynchpin of every business. They buy your products, spread happy thoughts and provide necessary feedback on your services. For that reason, it’s important to cultivate your relationship with them.
Nevertheless, amid the humdrum of daily operations, it’s easy to forget that communication is a two-way street. Sure, face-to-face, it’s simple. But with the lines of communication ever-expanding, you need to be monitoring interaction through every channel.
Despite their popularity, website contact forms seem to take the biggest hit in this regard.
Why are they so handy?
A contact form is, as it says on the tin, a form built into your website through which users can submit queries. These can be on anything from feedback to information requests, job applications or questions.
Built in line with your branding, contact forms are as visually appealing as they are practical. They ensure high-standards of professionalism and are more convenient than email. Drop-down boxes providing numerous options, such as a complaint, request or question, removes some of the legwork for users, encouraging more and more people to get in touch.
Contact forms are appealing; reduce spam and are user-friendly and straightforward. If you don’t have them on your website then it’s certainly something you should be considering. If you do have them, then it really is crucial you scan your eyes over entries frequently.
Fine-tune your customer service
More often than not, submissions will direct into your email account or be stored in the back-end of your website. This is usually dependent on your preference, so check them and respond accordingly.
The easiest way to do this is to set some time aside each day to make sure this happens. Why not make it your first task in the morning?
Ensure that the relevant business functionalities are aware that they will need to be ready to answer queries in a timely manner. For example, if you’re a busy leisure facility, it might fall on your instructors to answer any questions on group exercise classes.
Above all, remember that it would be awful to think you’re losing out on potential customers or affecting your relationships with your current ones over your customer service. At Bigwave, we’re well-versed in best practice for implementing web forms. If this sounds like something you’d be interested in then get in touch today – ironically on our very own contact form!
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