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Your Website Does Not Replace Good Customer Sevice

1 MIN
Adam Singer
May 11, 2017

Your Website Does Not Replace Good Customer Sevice

A good website is like any good employee:  it has well defined jobs it is expected to perform, metrics that enable a supervisor to measure if the site is performing as it should, and the flexibility to adapt as needed.  
 
A lot of companies use their website as a first line of defense against customers. That's right: these businesses want to sell without support.  They create websites with knowledge bases and community forums where users can help themselves or each other instead of calling for customer support.  
 
There is really nothing wrong with cutting costs by replacing customer service representatives with websites.   But how refreshing would it be to hear some honesty when you call for customer support? 
 
Here's the message I'd like to hear when I call customer support.  "Thank you so much for calling Acme widgets Inc. We've done our best to help answer your questions in the support section of our website. If you've checked our website and have not found the answer your looking for, please continue to hold.  Our support team loves to help.  If you  haven't checked our support section yet, please take a look now.  That will help us help you and other users quicker if your answer is not there."

Your Articles Need SkimCatchables

Skim-Catchables are bloggers' - now- not-so- secret weapon to make readers' jobs easier because they can easily skim down a page and find the answer to what they are looking for. Engaging titles and subtitles, gorgeous infographics, and functions like TL; DR (Too long; didn’t’ read) not only help readers, but should be part of any writer's tool kit!

Topic #Internet Marketing,#Web Design
Adam Singer

Adam Singer helps growth-minded businesses turn marketing and operations into scalable systems that drive results. As the founder of Ability Growth Partners, Adam works with owners, managers, and marketing leaders to simplify workflows, improve visibility, and grow revenue—without the guesswork. Adam brings a rare blend of strategy, automation, and hands-on execution. He’s known for connecting the dots between digital ads, SEO, AI tools, and internal systems—transforming scattered efforts into a clear, scalable plan. With decades of web experience and credentials as a HubSpot Solutions Provider, Google Partner, and WordPress organizer, Adam has led award-winning campaigns and spoken on marketing and tech at events across the U.S., Israel, and Asia. Structure, strategy, and support that actually move the needle.

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