SPOC Improves Customer Satisfaction

When designing a site to sell a product or service conducting usability tests are important. Even after several analyses and design improvements though, there will still be some visitors that can’t get their questions answered. The best sites still need customer service, and that is where SPOC can kick in giving you an advantage over your competitors.

What is SPOC?

SPOC is an acronym for Single Point of Contact. SPOC enables customers to consolidate their support functions into a centralized organization. What’s a great way to support a websites usability? Give it great communication support. Whether it be a simple phone call, email, or online chat all must be handled with the customer in mind. Resolutions need to be timely, and they need to be overly simplified to keep the customer satisfaction level high.

Customer support has been around long before the web, but as many of us know, IT support for our “oh so troublesome computers”, can make customer service a nightmare scenario. Manufacturers blame software companies, and software companies blame the manufactures. Another major issue that has come up since computers is the issue of language. Try supporting a website that caters to a global audience. You could have some major issues when someone ask for help in Japanese. TechTeam could help you with that one.

Advantages of SPOC

As a business, using a single point of contact method has many advantages. Because customer service level is typically seen as high, customers are more likely to continue using your services. I think that is reason enough, but look at the company UPS as an example. By having well trained employees that are knowledgeable about their services, they essentially have thousands of delivery people that double as indirect sales representatives. They sell the company simply because they know their services, and know how to answer most questions a customer may give them. In this case, SPOC sells.

Another major advantage is that it can save you money. Giving a customer the run around by sending them to this department, then that department, and so on costs money. Each representative the customer talks to is a cost for your business. If it happens they way I have experienced many times, where I have to re-explain my scenario each time to each representative, it could cost a lot of money, for wages, and phone bills.

Ready to Improve Your Website?

It’s all about making it easy for your visitors, and one of the best things you can do is make it easy for them to get their questions answered. Make it easy for your visitors to find your contact information on your sites, and offer as much contact information as you can.