Across various platforms

Ease of Contact

Do you have visibility across your various ‘online enquiry and purchase’ platforms, such as Email, Web Forms, Contact Us, Web Chat, etc?

Hundreds of emails in everyone’s inboxes every day, online orders to transact, product information requests, and on it goes. Some forms of communication stand out for their professionalism and quick response. There are those that bring assurance and demonstrate responsiveness and a high degree of care. These build your customer loyalty. And then there are those emails and other forms of communication that cause customers to head for social media to complain and share (sometimes going viral).

Technology has given us a tremendous opportunity to up the level of customer service with ease. But alongside this is a growing expectation that customers will be kept in the loop, responded to quickly, and are provided with the information they need. And always, with a brand-appropriate communication response.

Do not wait for a social media storm to illuminate what’s really going on with your online communication. Use our kiwi-based team at HOED Research to provide detailed reporting on your online processes and communication. In many cases this is an area that remains ‘out of sight’ and therefore ‘out of mind’.

Assessment Areas:

  • Ease of finding online.
  • Navigation
  • Call to action
  • Response (automated or personal)
  • Time period

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