Customer Usability Service - New feature

ERT Website Solutions has just added a new stand-alone service to it's long list of services. Customer Usability is just like Customer Service, but for your website. Basically, you want to make sure that your visitors/customers are happy with your website and find it easy to navigate, use and interact with.

We already provide this service when we build or create a website from scratch for our business clients; however, we now also offer this service as an "a la carte" item. Therefore, you do not have to contract a project with us to use our Customer Usability Service.

What does this service entail? Well, first we have to get an understanding of your audience. YOU, the client, probably already know your audience - so we will be pulling every bit of information that we can from you regarding the types of people you're trying to attract. We will be focusing on the actual NEEDS of your site visitors and not just the message that is being conveyed to them.

Secondly, we need to listen to your customers. Very often, the customers are the window into the inner workings of your website. They may call and ask a simple question about directions, such as, "I went onto your website but couldn't find a map! Do you have one?" Even if you do have a map on your site, this will tell you right away that it is not easy to find. This is just one example of USABILITY that needs to be addressed.

We also need to get your team involved in the process. Many of your employees will have insight as to how they view the company's website. They each see it in a different way. It is important to get their opinions as well.

Then we'll review your content. Your copy needs to 1) give the right impression, 2) show very plainly what the site does, 3) be easy to read and understand, 4) allow the visitors to find what they're looking for, and 5) address their concerns and is it what they want/need/expect?. We also need to look at the images on the site to ensure they are also sending the right message.

Another issue to address is credibility issues. People WANT to trust you - they want to feel safe - and they want to feel GOOD about using your company and its services and products. We make sure that your site contains the proper contact info, security features displayed prominently on your site, photos of your facility and staff, and that all of the copy and images on your site reflect your commitments to quality, integrity, and attention to detail.

We then test EVERYTHING - links, pages, find frustrating or confusing items and correct it - we look at how quickly the page loads - make sure instructions and descriptions are clear - make sure that the contact info is clear and easy to both navigate to and find a map for - in a search, are the results relevant? These are the types of things we look at when we test your site.

We do all of this to ensure proper Customer Usability to keep clients coming back to use your products and services. As always, this is a time consuming task and demands involvement on both you and your employees to assist in this process. Do not look at it as a "daunting task" - you need to view it as a money saver in the long run. It's a good ROI and will surely keep clients rather than drop them. We can help you and look forward to assisting you with this service.

You may contact us during our normal working hours to inquire about this service and pricing.

Anna Dalea
ERT Website Solutions
Email: anna@ert2go.com
Website: www.ERTwebsitesolutions.com
Phone: 805.391.1305