Cut Your Support Costs AND Increase Customer SatisfactionWritten by Toby Wolf
One of biggest frustrations for both newbie webmasters and web host tech support staff is learning curve new webmasters go through. Many of them come to us wanting to create a website, but having no comprehension of how it all works. I can't tell you how many times we have users create a trouble ticket because they don't understand what FTP is, how it works, or why they need it. And that is just one example.
We found that, even though we provide pretty comprehensive information in e-mail we send out to all new customers, they tend not to read, (or maybe just not remember), what is contained in them. While we have not yet found a way to stop some of them from asking questions in trouble tickets that are either broad scope such as "what is FTP?" or "how do I make a web page", we have significantly reduced our frustration, (and I am sure theirs as well), by being able to give them quick links to answers to their questions. We have an entire page devoted to support links for all 45 of 'add-on' packages we offer. In addition, we have links to free online HTML classes, FTP for beginners etc.
Website ChecklistWritten by Maya Pinion
10 Basic Things Every Website Should Have
__ all short sentences and paragraphs (more reader friendly)
__ lots of "white" space (more appealing)
__ graphics (makes site more interesting and entertaining)
__ links (widens reader interest)(boosts search engine ranking)
__ search engine listings (so people can find your site)
__ banner at top (makes home page look professional)
__ contact info (at least a valid email address)