Answer:
Answer by Mary Beth Guard
You might try using some sort of live help feature on your site. We use one on BankersOnline in our Banker Store and on our About Us page. When a customer representative is in place, a user can click for live help and access a personal chat window for a session with a BOL staffer. If none of us are online at that time, it automatically provides a Leave a Message graphic instead. It's a wonderful way for users to be able to quickly ask short questions and have them answered instantly. You'll see similar technology used on QVC, for example. Being able to reach out and get a fast answer greatly reduces customer frustration and increases satisfaction.
Answer:
Answer by Andy Zavoina
Respond to e-mail promptly. Build a FAQ file to answer common questions and refer customers to on-line help as often as possible to answer their questions and save your employees time for the more difficult questions.
First published on BankersOnline.com 5/7/01
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