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In this issue:

  • Do You Want More Business? Do You Know How to Get It Through Your Site?
  • Web Metrix Update
  • About Web Insights

Issue 9original publication: November 2, 2001 last updated: August 18, 2006

Feature Article: Do You Want More Business? by Deborah Christie, POP Interactive

Q The difficulties of the current business climate have been mounting. Sales cycles have slowed and your customers are under siege from the competition. As a result everyone is asking "how can I generate more leads?" and "how can I keep my current customers?" In turn, we are being asked to recommend ways you can use your website to attract more business and enhance your customers' experience.

A The best way to accomplish this is to make sure your site provides the web equivalent of good service. This will ensure that your site helps you get more business while providing a more interactive, personal and positive experience for all your visitors.

In addition, you will stand out in the minds of your current and prospective customers as so many other sites aren't doing what they should when it comes to providing good service.

Here are some ways to generate more leads and enhance your customer relationships through your site:

  1. Prominently include an "Ask Us", "Contact Us" or "Get Help" link throughout your site. And then respond to those requests immediately. Current and prospective customers want to be able to get help and answers fast. If they can't on your site, they will go to one where they can.

    See how some sites make getting help as easy as possible:

  2. Along the same lines, post your telephone number, address and email address prominently. It is especially important to have your phone number and an email address on your Home page, any e-commerce related pages and all form pages. The closer someone is to making their buying decision, the faster they want answers. If they get stuck - or decide it would be faster to call - and then have to dig around your site looking for your phone number, they may decide to click to another site instead.
  3. Make sure every form on your site and all appropriate email addresses are set up to send friendly, helpful automatic responses. Unfortunately a vast number of sites let their visitors' form submissions and emails go unanswered. But this is good news for you. By using this simple tool, you can set your site apart and make a strong positive impression on your visitors.
  4. If live help will help sell your products and services, we suggest giving it a try. Technology providers in this area often provide free trials or demos. Want to learn more? Here are a few places to start:
    • ZDNET: Hosted Help Comparison [http://zdnet.com/ecommerce/stories/main/0,10475,2522741-5,00.html]
    • eGain [http://www.egain.com/]
    • LivePerson/HumanClick [http://www.liveperson.com]
    • InstantService [http://www.instantservice.com/]
    • Real Time Aide [http://www.realtimeaide.com/]
      [Editor's Note: This service is no longer available]
    • Hipbone [http://www.hipbone.com/]
      [Editor's Note: This service is no longer available.]
  5. Provide printable and emailable pages. Many leads and new customers are the result of referrals to your site - or what is often referred to as viral or peer-to-peer marketing. Make your site referral friendly by ensuring your pages can be read when printed and that appropriate pages can be emailed.

    Here are a few examples of pages that offer links to print and email friendly pages:

  6. Allow customers and prospects to sign up for reminders about events and special offers. Their schedules are as busy as yours and visitors typically do not sign up for offers or events the first time they see them. The result can often be that they simply forget to come back or they miss the deadline. A simple reminder feature benefits them and you.

Web Metrix Update

Keep informed about the latest web trends and statistics with these resources:

  • Stats Station: Browser Watch [http://browserwatch.internet.com/stats/stats.html]
    [Editor's Note: This service is no longer available]
  • TheCounter.com: Monitor Resolution Stats [http://www.thecounter.com/stats/2001/October/res.php]
  • Nielsen: Monthly Top Ten Viewed Banner Ads [http://pm.netratings.com/nnpm/owa/NRpublicreports.topbannerweekly]
    [Editor's Note: This resource is no longer available]
  • Jupiter: U.S. Top 50 Web And Digital Media Properties [http://www.jmm.com/xp/jmm/press/mediaMetrixTop50.xml]
    [Editor's Note: This service is no longer available]
  • Jupiter: Global Top 50 Web and Digital Media Properties [http://www.jmm.com/xp/jmm/press/globalTop50WebProperties.xml]
    [Editor's Note: This service is no longer available]
  • TechWeb: Net Almanac [http://www.internetweek.com/netresults01/883/netalmanac.htm]
About Web Insights

About P-O-P Interactive

Ranked among the top Web Design firms in San Francisco, POP builds websites that enhance your competitiveness and engage your visitors. If you're in need of website development or marketing services—or know someone who is—let us know how we can help:

About Web Insights

Web Insights is a periodic newsletter for online managers and Web professionals. In it we address the latest Web trends and technologies, offer practical tips and occasionally provide updates about our services.

If you have comments or questions about our newsletter, please email us at webinsights@popinteractive.com. We look forward to hearing from you.

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Copyright © 2001 POP Interactive, Inc.
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