How easily can customers find answers to their most FAQs?
How quickly do you respond to customer e-mails? Within one business day?
Can customers check on the status of the response that they previously requested?
Does the 'knowledge' content on your site increase automatically based on customer input?
Is the most useful and/or commonly requested information presented to visitors first?
Do online customers have an easy way to reach a human being?
Do your customers repeatedly return to your site to get information? Do you have any way of determining whether
or not they do?
Can you generate reports detailing the support activities that have taken place on your site? [this may help
justify the cost of a web presence]
Do you give visitors the option to have updates sent to them automatically by e-mail?
Are you consistently using your web site to find and publish useful information that's currently only in the
heads of your best staff?
Have you off loaded telephone calls to your call centre that could be handled without human intervention to
your web site?
How often do customers praise your company because they found your site particularly helpful?