The Appearance Of Availability (Image Courtesy of David Goehring)
In part three of the "Marketing Online Through Customer Service" series, we will discuss
- The best ways to interact with your potential attendees and
- The benefits of appearing available
A Live Agent Remains The Preferred Interaction Type Followed By Email. Then There Is A Significant Drop To Web Chat, etc. (This Varies By Demographic Group)
Let Attendees Contact You In Their Preferred Fashion
Some people like to talk on the phone, others don't. In any scenario, you should make sure it is easy for potential and current attendees to contact you how they want to contact you. Adding a phone number to your website can be a powerful addition to your website. You may have an aversion to offering your phone number out of the fear that you will receive calls all day and night. Generally speaking, this does not happen as most people simply will not call.
The Appearance Of Availability
Adding a phone number gives the appearance of availability, even if you don't answer your phone. The simple appearance of availability will generally lead to your website visitors and potential attendees spending more time searching for what they are looking for. If they can't find what they are looking for, the vast majority of users will simply email you. Once again, your potential attendees will generally use a phone number as a last resort when they absolutely can not find something on their own.
Improve The Perception Of Your Event
Increasing the appearance of availability can have a strange side effect for your event's perception. Appearing available will help potential attendees feel like you not only are you available but also that you are open to listening to and addressing their needs. It is my opinion, that this can cause attendees to believe you have listened to prior attendees and members (feedback surveys anyone?) and actually implemented suggested changes from prior attendees.
Some people like to talk on the phone, others don't. In any scenario, you should make sure it is easy for potential and current attendees to contact you how they want to contact you. Adding a phone number to your website can be a powerful addition to your website. You may have an aversion to offering your phone number out of the fear that you will receive calls all day and night. Generally speaking, this does not happen as most people simply will not call.
The Appearance Of Availability
Adding a phone number gives the appearance of availability, even if you don't answer your phone. The simple appearance of availability will generally lead to your website visitors and potential attendees spending more time searching for what they are looking for. If they can't find what they are looking for, the vast majority of users will simply email you. Once again, your potential attendees will generally use a phone number as a last resort when they absolutely can not find something on their own.
Improve The Perception Of Your Event
Increasing the appearance of availability can have a strange side effect for your event's perception. Appearing available will help potential attendees feel like you not only are you available but also that you are open to listening to and addressing their needs. It is my opinion, that this can cause attendees to believe you have listened to prior attendees and members (feedback surveys anyone?) and actually implemented suggested changes from prior attendees.
Tell us in the comments below...
What are the best ways for attendees to contact you?
What are the best ways for attendees to contact you?
In The Next Installment Of This 10 Part Series, we will
- Discuss the most valuable information for potential attendees
- How to obtain this information
Related Posts
- Part 1: Marketing Online Through Customer Service
- Part 2: The Best Service Experience For Your Attendees
- See full list of 10 Key Findings On Customer Service
