Success in Customer Experience: Building a Q&A page for Bloch
We all want to improve our customer’s experience. Whether that means building a customer support team or building tools for that process to run smoother. It all falls down to the comfort of the customer. In a business you want your customer to be happy. In order for the customer to be happy, there are a few things that need to be a must!
I was scrolling through a website for a company called Bloch when I realized they didn’t have a Q&A page. This can lead to a lot of frequently asked questions. I decided to build a Q&A page for this company to show how it could save its customer support team time. I built this page using WebFlow. The information looks organized and easy to read. I think that adding a Q&A page to any website gives the customer easy access to information that can potentially save your team hours! Below is a short video on how I created this.
As I was going through this process I realized how important it was to prioritize a customer’s experience. Have you ever gone somewhere and thought to yourself “yeah, I’m never going there again”. We never want that to be the case!
Here are a few examples of your top priorities to running a successful business.
1.Product:
Customers want to be happy with their purchases, so the first priority is a satisfying product. It’s the absolute worst when you get a package and the product is not what you expected or is broken. This is a major reason why detailed descriptions of products and packaging are important. I recently ordered two pairs of leggings from a company that I’ve never purchased from before. Although their company is a trustworthy business, I was very disappointed with my product and service. For starters, I ordered my leggings on December 7th, and they arrived on December 23rd. 2 weeks later with no follow-up email, they finally arrived. When I pulled them out of the package I immediately knew one pair was not going to fit. I ordered both pairs in x-small but one pair was significantly smaller than the other pair.
I was confused by this because both leggings were technically the same size. However, with more research, I realized the leggings that looked like a child-size was part of their “sculpting” brand. Though they recommended getting a size up, this information was not shown when I originally bought them. The importance of communicating with customers and detailed descriptions are crucial to having customers come back. Having products organized and in categories will help with this confusion and help with customer experience.
2.Customer Support:
When I think of customer support, I think of waiting on the phone for hours and mostly talking to a robot. This can be incredibly frustrating when you are on a time crunch or have a simple question. Customer support is key to a successful business because you want your customer to feel like they’re taken care of. Having a strong customer support team is very important but sometimes it can be overwhelming. Ideally, you want to get answers to customers as quickly as possible but there are only x amount of hours in a day. So a great tool to speed up this process is a Q&A page.
Q&A pages are great tools for companies that get frequently asked questions.
Building a Q&A page on your website is an investment for the better! Not only will it make your customer support team quicker but it will give customers comfort. When buying a new product I like to go down a company’s Q&A page because I can get an idea of their product and services. Instead of having to call and be put on hold almost always, the Q&A page answers my questions! Building a Q&A page is simple and it will save your company hours!
3.Special Services and VIP:
Like I said before, we want customers to feel happy. Happy customers result in more customers. A great tool to use in a successful business is special services. We all like to feel like a VIP. So having ways to make a customer feel important is crucial to success. There are plenty of ways to make a customer feel like a VIP. But I’ve seen newsletters work great! For example, a company called Fashion Nova uses this tool. Immediately on their website, they have an ad pop up that says “save 20% when you sign up for our texts”. By just putting in your phone number you receive 20% off and get weekly texts. This is a great way to keep customers coming back.
I am signed up for their texts and every time I get a notification there having a BOGO sale I always look! Reminding customers of their products and sales will always bring them back in. Even if the customer is only signing up for the 20% off it still means they’re planning to purchase so it seems like a win-win to me.
A great customer experience will have returning customers and new customers, so taking extra steps to make sure the customer support is spectacular is only investing in the company’s success!
