Internet Strategy - Web Presence Strategy
Stage 3 - Self Service abilities
In Stage 2, you have established a web presence, but now you are expanding the presence to be dynamic, and/or responsive to the requests and/or easily updated. For example, by providing the ability for users to "confirm" an appointment, or to update visitors with new product updates or recipes or tips or various other concepts. The fundamental concept here is that the website should be an extension to a conversation in some capacity. Visitors should have a reason to visit your site - not just to receive the phone number and/or address - but to interact.
In Stage 3, you begin to implement "Self Service" capabilities. For example, you will be enhancing the customers experience by providing solutions, answers, specific to what the customer needs. For example, answers to their specific questions (search) - or even a status of an application or an order.
Over the past years, the "self service" abilities have blossomed. For example, with the assistance of Google, and other search engines, you could provide your clients the ability to instantly get directions or search your site with added accuracy. (You may also enable searches from your site that remain on your site).
Additionally, the self service abilities, are now using advanced "back-end" capabilities, that allow interactivity and querying of data across systems. This ability (sometimes coupled with technologies such as API, XML, SOAP, REST, etc.), allows a user the ability to get "real-time" updates or information that is pertinent to their situation. For example, Fedex tracking. (Of course, we have to balance security, and the customer needs in a manner that is safe, practical, and beneficial to all). Remember, the more often your customers return to your business, the greater the opporutnity for additional selling. It also means that you are providing something that has a need.
By provding features and functionality that your competitors can't or don't provide, gives you an advantage.
Some concepts to ponder:
- What is a practical example of a feature/functionality that I could provide to my customers?
- How do I balance security?
At Contraba Technologies, we will walk you through the technology, and we will partner with you until you are comfortable with the "technology". We will not pressure you into contracts, or high monthly expenses. We will not sell you something that is overkill or wil not address your concerns or provide the appropriate solution.
We will review your requirements, and will be honest with your expectations.
In response to the above concerns:
- As the business owner, you know your customers and your industry the best. You are an expert. We will be honest, and level set your expectations with some ideas that will allow you to capitalize on potential new features. We won't recommend an investment, unless we feel there is a measurable return (in order to determine success). Sometimes, success isn't immediate, nor is it achieved on the first attempt.
- At Contraba Technologies, we feel that security is very important - especially to your brand. We understand that requiring a user to remember 2 sets of rotating 25 digit codes + unique information - for ALL their websites, is nearly impossible. We will work with you in acheiving a balance of what is reasonable information to release, and the amount of authorization, authentication, and access controls that will be required.
We hope that we have answered some of your questions.
Please check out the rest of the stages of our Internet Strategy.
Also, fill out the Contact-Us form, so that we can connect, and discuss a strategy for you.
