Site Evaluator - Website Support

What is Website Support?

The great thing about the Internet is that it has allowed us to get closer to customers.  And customers today expect to connect to you quickly and easily. Having a good website customer support system is important to establishing good customer relationships.

What are the best ways to provide good web support on your site?

Contact Form

Chat support

Forums today

Toll-free number

Skype

Website support, or online “customer service" is a critical website element which may convert a one-time buyer into a loyal client. Therefore, increasing your web support score will impact your sales.  

How is the Web Support calculated?

Interacting with customers at key “touch points”, such as decision areas, is another opportunity to provide great service and keep your customer coming back for more.

In order to evaluate your website support, Site Evaluator looks at the feedback and/or communication methods that your site offers. Site support score is based on contact options availability score and turnaround time score. Turnaround time score is based on online chat support and email support.

Contact options availability score (%) =

100 * [(Online support available (0 for No and 1 for Yes) +

(Email address available (0 for No and 1 for Yes)) +

(Phone number available (0 for No and 1 for Yes)) +

(Postal address available (0 for No and 1 for Yes)) +

(Contact form available (0 for No and 1 for Yes))] / 5

Online chat support score

Turnaround time Online chat support score

Up to 1 minute 100

Up to 3 minutes 90

Up to 5 minutes 70

More than 5 minutes 50

No response received

0

Email response time score:

Site support score = [Contact options availability score + Online chat support score + Email response time score] /3

Site support score

Site support

>= 70 and <= 100 Good

>= 50 and < 70 Needs improvement

<= 50 Poor

Also, following details are mentioned as additional information related to site support.

A. Other options:

1. Forums (Yes/No)

2. Blogs (Yes/No)

3. Social Sites (Yes/No)

4. FAQ/Help Page (Yes/No)

5. Separate Options For:

B. Various Users ((Yes/No/Not Available)

C. Various Requirements ((Yes/No/Not Available)

1. Regional Office ((Yes/No/Not Available)

2. Various Services ((Yes/No/Not Available)

How can you improve your site support score?

To increase your support score, increase the customer support services that you offer on your site, decrease the automated services and evaluate the timeliness of the responses that a typical customer would receive.

If your website platform doesn’t offer these services, check our Power Site. Fast Track’s fully customizable website solution that includes all of the latest features including a CMS, eCommerce, SEO and more.

Visit www.site-evaluator.com for more information about Site Evaluator - Website Support

Other articles you will find interesting:

Site Evaluator - Accessibility

Site Evaluator - Web Performance

Site Evaluator - Social Media Optimization

Site Evaluator - Site Availability

Site Evaluator - Website Security

Site Evaluator - Website Support

Site Evaluator - Marketing Metric

Site Evaluator - Search Engine Optimization

Site Evaluator - Site Usability