The ideal customer service experience – it’s online

Published on
by Brafton Editorial
Consumers want customer service online, and marketers can create SEO-friendly landing pages to provide information.

In a digital age where consumers follow their favorites on social media sites, receive email messages from businesses and research products and services for purchases online, brands need to step up their games. Consumers expect that as information becomes more accessible through the growth of the web, support will follow suit. As the world becomes more connected, customer service online must be a priority.

According to a new study conducted by LivePerson, consumers might click away from a website if a brand doesn’t offer satisfactory customer service. The survey asked 6,000 consumers about their “ideal online experience,” finding that resolving issues on a site was the most important – 82 percent reported that they want their questions answered via the web. LivePerson reported that 83 percent of consumers want some type of support online as they buy. A lack of customer service may send some away.

SEO experts, digital marketers and content writers take note. Websites get abandoned if there isn’t enough information about a product or service, which can easily be ameliorated with well-written landing pages. Fifty-six percent leave websites because they want more information, while others dislike surprise shipping costs, navigation difficulties and trouble finding answers to a pressing question.

Landing pages are a good way of solving these problems – not only do they provide prospects with answers to questions and information about products and services, but they also help reveal a branded site in SERPs.

Brafton has reported that brands see more inbound traffic because of a large amount of pages. Company sites that have 51 to 100 pages see 48 percent traffic than those with less. Additionally, sites with over 1,000 pages see significantly more clicks, according to research by HubSpot. If these pages are filled with SEO-friendly content, they’re sure to be revealed when consumers search on Google or Bing.

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