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Your website ‘works’ only if your customers judge that it does. Products that match user needs and expectations are ‘usable’ - and they’re successful in the marketplace.
You can save time and money - and build customer goodwill – by determining your customers’ actual needs; and ensuring that your website design supports them.
Your website offers an ideal tool for discovering what it is that users want from your site, but can’t get – your customer enquiry form.
Why should you analyse your customer enquiries?
Knowing which broad subjects are attracting the most enquiries can provide important insights into potential shortcomings in the user experience provided by your site. These fall into three main categories:
- which parts of your site are poorly understood by customers
- what information is missing from your site
- how your customer enquiry interface can be made more usable.
Our report, which summarises our findings, will include clear, realistic and actionable recommendations in these three main areas. The benefits to you will include:
- a direct and measurable reduction in the volume of enquiries
- a streamlined process for directing and processing the enquiries you do receive
- an enhanced user experience which will transform potentially dissatisfied customers into advocates for your business.
How do we analyse customer enquiries?
First Wired arranges to have all customer enquiries from your site copied to one of our staff addresses for up to four weeks, until a big enough sample has been collected for analysis.
These are collated into a spreadsheet and analysed to discover the main subject categories into which they fall. From these subjects we deduce a hierarchy of enquiry categories.
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