Customer service is an industry field that’s very competitive and demands 100% dedication at all times. If a company wants to excel in customer service (as we do), one factor stands out as being an extremely important one: Responsiveness.
In this business, the customer expects prompt dedication and a fast solution for their problems. Businesses and their level of customer service are frequently judged on this one deciding factor.
Waiting times and delays with responses will usually result in a negative impression for the customer. This could lead to massive problems for the business since clients may simply choose another company that can offer better and faster problem solutions. In other words: Every minute in this business counts. A minute lost can (and normally will) result in lost customers and thus lost revenue.
Proper Website Maintenance as One Effective Way to Speed up Your Response Time
To be able to provide the best and most responsive customer service, proper website maintenance takes on an important role.
A regularly maintained web site will ensure optimum performance of many key elements in this business – plus it will help to avoid downtime, another aspect that is crucial for virtually any web based business.
Just recently we saw it ourselves how a company we work with on a day-to-day basis ran into major problems with their database. As a result, their entire ticket system was massively delayed leading to that customer tickets needlessly sat in the queue for hours until the system finally dispatched them. The problem was not recognized right away but at first attributed to a higher than usual amount of customer inquiries. In the four days where the problem occurred, this company lost approximately 20% of its clientele. Only during a routine check later, the problem was found and could be fixed. Regular website maintenance, ideally performed daily, could have easily prevented this from happening.
Proper magento website maintenance means not only to ensure that your business’ critical core functions will always operate at peak performance. It will also entail no-less critical tasks in regards to your visitor’s experience on your website. The issue here is that such things can often be overlooked or seen as “less important”, but this assumption would be entirely wrong. A good example for such issues would be loading times or navigation problems on your website.
Plenty of marketing studies have been conducted in the past which prove that a website that loads just a second slower than it could would lead to a significant drop in new client acquisition and sales. To say it differently: A slow website will put your visitors off and it can cost you – big time!
Here it is noteworthy to mention that such website issues like sluggish loading times can by-and-large be prevented and solved by proper magento support. For instance, this could mean to always monitor your website’s load and traffic to be able to accommodate spikes when they occur, as opposed to bringing your entire website to a halt unexpectedly. This type of monitoring can allow you to make available needed hardware and software resources so that your website will never run into such issues in the first place.
The same is true for regularly checking your site’s navigation, content and links. Those things should be another element of regular website maintenance. With routine checks of your website in frequent intervals, daily or weekly, those seemingly minor problems can be found and fixed quickly. The result is a website that will add to a much better visitor experience where your customers won’t have the impression that your site is poorly maintained. This is another aspect that’s very important since such problems for clients on your site for them are often indicative of potential poor customer service. However, they will get a much better impression when they see and know that your site is always operating flawlessly and properly maintained. While this is important for virtually all types of online businesses, this is in particular critical for those businesses where good customer service is at the centre.