Do you know that, ‘71% visitors expect a response within five minutes and if they don’t receive it, 48% will abandon the site’.
And how long do people stay on your website? As per Nielsen Norman Group, most users stick around less than 59 seconds. It means you have a very little time to grab their attention and respond to website queries, otherwise they will leave and perhaps never return.
If your customer is looking for any specific answer always respond in time. To help you with that here is a list of six specific questions every website visitor wants answered within 30 seconds. All you need to do is to be ready with the precise replies.
1. Tell me about your products or services
Customers don’t have the time to go through the whole website. It’s possible that from the very first glance, they don’t understand about your business more specifically your product offerings. So this will be the most common question they will ask. You should have the perfect answer ready in hand to describe your business in the best possible way. Remember one thing, here you have very less time to respond, and if you don’t, they will leave. So, create a list of frequently asked questions for website visitors.
Here’s an example from the Mint.
Add a brief description of your offerings.
Make sure, your home page describes your products in the best way, so that customers get a clear idea in the very first place and don’t need to ask you.
Your copy should describe your business very clearly and there should not be any chance of guesswork.
Add all the product offerings and benefits on the upper side of the homepage, visitors should not scroll down halfway to get the idea.
2. What’s in it for me?
Once, the website visitor gets an idea about your business, the next most common website query will come to his mind is how your products can make his life better. You should convey briefly and effectively about the benefits and value propositions.
Here’s an example from Mailchimp.
Describe the product features and benefits with effective visuals.
Benefits should be included in a prominent location on your website.
3. Tell me about the pricing
There is a chance that by talking to you or going through your website, the visitor gets interested in the products. So, he will either try to ask you directly about the pricing or search for the ‘Pricing’ page to understand the costing. Make sure he gets the details ASAP else he may leave the website to check other options.
Add a detailed ‘Pricing’ page on your website.
Make sure your visitors get the ‘Pricing’ page link very easily.
Display offers and deals very clearly and in the most prominent places on the webpage.
Set pricing based frequently asked questions for website visitors.
4. Who else is using your product?
People always look for product reviews and ratings from other customers before taking the buying decision. It always helps to build trust amongst the customers. So, always mention the names of renowned companies whoever are using your services. Also, your support team should know about the client profile, so that when asked they can explain clearly.
Let’s see Shopify’s Home page, where they have added the logos of other companies who are using their services.
Add customer testimonials, reviews, ratings on your website.
Add logos of renowned companies who are using your services.
5. What is your return/refund policy?
You have to admit one thing: buying online is a bit different from buying in a brick and mortar store. Online, as people are unable to see the products physically, they have to buy on the basis of product details and images. So, customers always have a concern that what if they get a damaged product or somehow don’t like it at all. In that case they will seek a replacement or a complete refund. So make sure your customer support team knows clearly about the return/refund policies of your company. Also, don’t forget to have a separate webpage on this.
Check out Amazon‘s Home page.
6. How can I reach you if needed?
This is one of the most important questions customers will ask you. Before buying any product online, they always have one concern: how to reach to the company in case they face any issue with that product. So make sure you respond to this question very quickly otherwise you may lose the chance to convert the website visitor into your customer. You should be easily reachable, so try to provide good customer support through phone, email, live chat and other possible ways.
Make sure you have a separate ‘Contact Us’ page on your website.
All the ‘Contact Us’ links on your website should work properly.
Your team should provide an instant reply to all the customer queries.
Let them know when you are offline or unavailable for customer support.
Put yourself in the shoes of your customers and try to think if you were a customer, what are the questions would come to your mind before buying any product online. It will definitely help you to prepare some realistic website queries for customers. Apart from that, develop your whole website in such a way that they can easily find answers to all their questions so that there will be no need to contact you for further help. All of these together will help you for sure.