Written by: Satpal Juttla
When designing a website, it’s usual to get sidetracked by the look and feel of your site, but are you neglecting one of the most critical parts – the way that your customers communicate with you?
Satpal Juttla, Co-founder and Technical Director from evokeu, London’s leading boutique digital marketing and branding agency, discusses the importance of understanding how your customers contact you and designing your website with them in mind.
The primary reason for having a website is to articulate to potential customers what your service or product is and why they should buy it over other brands. They’ll either purchase your product there and then or they’ll contact you for more information. But, have you ever considered how your target market prefers to communicate?
There are four ways that a potential customer could reach out to you; phone, email, via a contact form or by direct messenger. Sometimes certain age demographics prefer specific forms of communication, as do certain sectors. For instance, older individuals may choose to speak to a member of your team over the phone as they might be less accustomed to navigating contact forms and chatbots, whereas those that work in the hospitality industry may opt for email, as they could be working unsociable hours when phone lines are closed.
If you know your customers well, it’ll be easy to identify your primary forms of contact, if not, dig into the data from your website metrics to your call log to find your most popular communication channel. If these routes aren’t an option, simply ask your customers to find out from the horse’s mouth their preferred way to speak to you.
Be there for your customers
Once you’ve found out everything you need to know about your customers’ communication methods, it’s time to make these forms of contact trouble-free and straightforward to use on your website. To eliminate customers getting frustrated and leaving your site, make it clear how they can reach out to you for further support.
Top tips for improving your website’s contact channels
If most of your customers are choosing to contact you by telephone, then wherever there’s a phone number on your website, you must ensure that it’s clickable. In today’s world, the majority of the population owns a mobile device and uses it for quick searches and instant information. It’s therefore vital that your website is mobile-optimised. Making your phone numbers clickable will speed up the time it takes for a visitor to your site to dial a call. As soon as they click on the number, it’ll appear on their dialling pad and can either be saved for later or they can press that green call button without delay.
Other customers may be living or working in a space that isn’t quiet enough for a phone call, yet they still want an instant response. By including a chatbot or Whatsapp function on your website, you’re catering for this specific market and avoiding them going elsewhere. But don’t worry, having this function on your site doesn’t mean that you’ll need to be logged into the chatbot at all times in case a customer needs support. Like your phone line, you can have set office hours and the team at evokeu can help to set up automated responses, which will answer the more common questions that your customers ask.
Make the contact form on your website effortless to navigate. Capture the essential information that you need from your customer, such as name and contact information, but don’t go overboard with what’s required to submit a form. Although contact forms can be an opportunity to collect insight about your potential clientele, you need to strike the right balance. Remember that this could be your first interaction with a customer and it therefore has to be a good impression of what dealing with your company is like. Think professional, direct and undemanding.
Evokeu are experts in web design and can help you to build a website that prioritises your customers.
If you’d like to find out more about Satpal and evokeu, please visit https://www.evokeu.com/. You can also follow Satpal on LinkedIn, where you’ll find the latest agency updates and further content to motivate you and your business.
Satpal Juttla is the Co-founder and Technical Director of boutique digital marketing and branding agency, evokeu. Satpal is an expert at web building and supports the skilled team with crafting superior sites, every time. Evokeu works with big and small brands across many sectors to help clients capture customer attention and create growth. Evokeu also has a vertical brand called Graphic Kitchen, which specialises in the hospitality sector.
If you’d like to find out more about Satpal and evokeu, please visit https://www.evokeu.com/. You can also follow Satpal on LinkedIn, where you’ll find the latest agency updates and further content to motivate you and your business.
Satpal Juttla is the Co-founder and Technical Director of boutique digital marketing and branding agency, evokeu. Satpal is an expert at web building and supports the skilled team with crafting superior sites, every time. Evokeu works with big and small brands across many sectors to help clients capture customer attention and create growth. Evokeu also has a vertical brand called Graphic Kitchen, which specialises in the hospitality sector.
