Are you ready for Bad times? Cut cost and yet provide better service, How?
Are you ready for Bad times?
Cut cost and yet provide better service, How?
Year 2008 has ended. And there are more and more bad news around the world - jobs cut, company bankruptcy, no bonuses, operation losses, etc. Although the economy is downturn, there is still an increasing number of people of different ages from different industries go to the Internet to buy gifts, products and services, to get information, to read news and for many other purposes.
The Internet is a place where people can get almost everything they need from personal to business. People have needs; and no matter what happens; they still have to spend or buy for their needs. Especially for bad times like these days, more people go online to search for bargains or to save travel costs. And so more and more businesses jump into the Internet, get a web site up to get their market share from these online customers.
Some start with basic web site presence, some companies have information base corporate web site to promote their products and services, some businesses even go further for e-commerce web sites and let their customers shop, order and pay online instantly. There are many ways businesses and companies can take advantage from the Internet. Let's explore few ways to cut operation cost and yet provide better service.
According to statistic, majority of buyers research online before they buy for products or services. Increasing to do research online is due to technology advancements like netbooks, smart phones, WiFi, and 3G Mobile Networks; all these new devices and technologies make Internet available to people anytime and anywhere. Many of buyers call or rather email in nowadays for queries to make purchasing decisions. Most of the queries are very common and have definite answers. If these buyers cannot get reply or information they want as and when they need from you, you will lose a chance to get them as customers.
To invest for 24/7 call center will not be easy, especially in these days you will need to consider for the operation cost. So how can you provide such a service 24/7? This is where the website comes from. If you invest in a website and publish products and services information, frequently asked questions and answers, delivery information, order processes and information about your company online, you will not be losing those potential customers. The investment of building information web site is much lower investment than 24/7 call center. The better you provide more details information in your website, the higher chance to win these customers. Your potential customers will get access to your products and services information instantly and get their answers as and when they want. Just having an informative web site, it will save you operation cost by minimizing answering time for very simple queries. Your potential customers will feel better because they can get information instantly from your web site. To get an information base web site is no longer expensive, you can get it by just sign up for web hosting service. Web hosting is compulsory if you want to build your own identity like MyName@MyCompany.com.
How about the cost of technical support cost?
Does it take so much of your time to send user guides, tech specifications, solving simple problems on the phone, etc? If your customers can download instantly or search in your knowledge base web page, will it be better? There is no waiting time for your customers, and save your time as well. You can create frequently asked questions with solutions on the website, so that your customers can get solution immediately. Your customers will appreciate for that. You should also publish technical documents online and update regularly. Your customers can always go to your "Latest Updates/Latest News" web page and find up-to-date information. This helps for repeated new sales. Here again, investing support website will not only save your operation costs but also generate more sales.
How about other ways to cut cost and increase efficiency?
Some examples are automating the repeated processes, making online system for documents, managing process flow by using online, setup advanced and personalized sales consultation system for new customers, building intelligence database management system for repeated sales to existing customers’ base, etc. Write to us CustomerCare@webwiseworkz.com if you want to find out how your day to day operations becomes automatic system.
Should I go online in bad times?
Here are the facts:
- Hundreds of millions shoppers are now online, purchasing everything and grow at a rate of 30 to 50 percents.
- Customers, partners, employees and investors can quickly and easily find out more about you.
- The Internet leveled the playing field when it comes to competing with the big boys.
- Online solution can keep customer based informed, improve communication and generate awareness.
- Web solution can give one to one service and support for individuals.
- Support website allow existing customers to access details technical specifications, product pricing, online order forms and account related information, which are not released for public.
- An informative website can increase advertising channel for your products & services and extend your trading to global.
- Web solution can serve you as low cost and powerful sales person who will work for you 24 hours everyday
- Web solution can avoid bad debt by accepting payment instantly by cards when customer make orders.
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