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GlobalPhone Press Coverage


Web Service With a Smile
By Bonny L. Georgia
June 25, 2000

Maybe you've heard this one: The customer is always right. Living by this motto means giving your customers' questions, concerns and needs top priority in your Web business.

One service every business Web site needs is a frequently-asked-questions (FAQ) page. Think of it as one-stop shopping for answers to commonly asked questions about your company and its products or services. Get a lot of queries about your returns policy? Need to post your business hours and directions to your location? Don't make people scrounge for this information.

Consider a search tool for your Web site. Services such as PicoSearch and Atomz.com generate a searchable index of your Web site for free—all you have to do is tell it what your Web address is, what Web pages to include and which, if any, to skip. Simply follow the instructions to cut and paste a search box onto your homepage.

Another way to provide customers with information is through e-mail autoresponders. The pre-formatted replies are sent whenever someone e-mails a particular address. For example, you could have a monthly specials message sent to any customer who sends e-mail to specials(at)yourbizname.com. Advanced e-mail programs like Microsoft Outlook include all the tools necessary to set up this valuable service.

Finally, a toll-free number is an ideal basic service, but what if you don't have one? Try using WebCallback. Customers click on a link and will automatically be connected by phone to your business. A more high-tech solution is to add live chat tools to your Web site with a service such as InstantService.com.