Is Your Website a Good Employee?
As an entrepreneur, at any given hour, you are checking to see when a peer is free to meet with you, updating and forwarding contracts, gently reminding clients to pay you, and responding to same question for the 17th time.
You've been seriously considering hiring a VA because: this can't be life. But it is. And this is what success looks like. I mean could have 0 e-mail, 0 clients and lots of time on your hands.
But what if you could practically get three employees without paying a dime by simply supercharging your website? You can. And I suggest you ask yourself: Is my Website a Good Employee?
Keep reading to find what to add to your website's job description + download a checklist that you can work less and get more done.
YOUR CUSTOMER SERVICE REP
Your website is your customer service rep. It should answer the questions that your customer asks all the-time. It should allow your customers to ask questions they missed. And maybe even be right there as they browse the site to make sure everything’s going okay.
Here’s how you can get this done:
Dedicated Q&A Pages
If you’ve been in business for months or more, you already know what your people are likely to ask. Instead of repeating yourself, ‘cause who wants to do that?, create a page for your frequently asked questions. If you sell products, your FAQ should include refund, shipping and processing information. Service based businesses can include information on how your work/your process. Make sure your FAQ page includes a search button for customers looking for a quick answer. So the next time someone asks the same ol’ same ol, send them the link to your FAQ page. Boom: get your time back.
Better Contact Form
Contact forms are the norm now. It’s pretty much a must. You can get your contact form page to work for you by ditching the on-sizes all form & ask visitors to get specific about why they are contacting you. This way you can prioritize what enters your box. The most important feature of a well designed contact page is to guide visitors to solve their own problems.
Take a look at ConvertKit. They:
1) Send visitors back to their resources with the "Visit Knowledge Base" button.
2) They encourage human interaction and a training session (to avoid repeat questions) with the "Book a Call" button.
My advice to you is to ditch the standard contact page and include gentle reminders for your visitors to visit your FAQ page and categorize your inquires. That way, you’ll get less e-mails and can tackle inquires by category.
Add Chat Boxes
Allow your visitors to get in touch immediately with chat boxes. You are on your phone anyway, right? A quick answer can be the difference between a sale or an abandoned cart. If you offer premium services or products, then offer premium customer service with a chat box. These are especially useful on sales pages (The long ones anyway). If a visitor made it thru your page, and has a question, they are invested. Don’t miss the sale. I’ve installed PureChat on a client’s site and intend to use it for myself. It’s user-friendly and sends chats as texts. That’s all I need. Does the accessibility make you want to cringe? Don’t worry, you can set “office hours” and open your live chat certain hours a day or during your open cart.
YOUR LEGAL ASSISTANT
Allow your website to cover those legal things to CYA.
Terms + Conditions
Ever heard of CYA? It means cover your @$$. And that is what your terms and conditions do. If you don’t have them on your site: GET THEM NOW. They act as a legally binding contract between you and your visitors and sets the rules and guidelines that visitors must agree to and follow in order to use and access your site. They pretty much establish that you will not accept foolishness, you own your stuff (so no stealin’) and you aren’t responsible for nothing (per your limited liability clause.)
If you have physical products, add shipping and return policies.
PS: Seek your own legal advice before adding your own terms and conditions. I love me some Sean Tshikororo. Check him out here.
My fabulous coach, Tepsii, shared that her contract stays the same and she doesn’t alter it for any reason. Her contract includes ALL the services she provides.
With that, the clients are responsible for typing in their name, checking off their services and check a button saying they agree to the contract via Google Drive. This was a complete game changer for me. I created an on-boarding page with links for uploading, downloading and signing documents. No more emailing multiple docs. I now include the link on my payment confirmations. My service-based peeps, make your website work and try this.
YOUR PERSONAL ASSISTANT
Allow your website to handle your scheduling and invoicing.
I sing Calendly praises all the time. Stop emailing back & forth and embed a calendar on your website now. The following except is from another blog post on how much I love Calendly.
Thee most annoying part of launching my biz was finding time to chat with clients. I seriously sent 5-6 emails per client finding a “good time to meet.” Calendly saves lives (seriously it saves time. Lots of time). It allows you to set the times and days you are available and clients schedule their own meetings. No more asking are you free Tuesday? The beauty is it syncs with Google Calendar, so clients don't schedule meetings during your nail appointment.
If you offer installment plans for your services, be sure to select an invoicing system that offers clients a payment portal. Portals allow clients to PAY (thee most important), see what they’ve paid, what’s outstanding and print their receipts. Add that portal link to your website. No more questions about where to pay or asking for an updated invoice. Make it easy for your people to pay you.
Whew. I could write go on & on & on about getting the most out of your website. How does your site compare? Download our checklist to discover 17 steps to put your site to work.