For customers searching online for product information or support, there’s nothing more frustrating than having to sort through cluttered, dated content to get to the information you need. Consider these six steps to reduce clutter, recycle dated content, and rejuvenate your online presence:
1. Check expiration dates.
Nothing says “you’re not going to find any current information here” like ©2009 at the bottom of your website. Updating your site’s copyright date is a simple fix which can easily be automated. If the copyright information at the bottom of your website doesn’t read © 2012, take a moment to change it now. It not only shows that your company is up-to-date, but it also protects your organization’s online information.
2. Replace your mailbox.
Take a moment to update any dated contact information currently listed on your website. Make sure all of the email addresses and other support contacts work. There’s nothing more frustrating to a customer or potential one than taking the time to write a long email only to have it kicked back a few seconds later.
In addition, make sure the emails of employees who have left your company are shut down or are forwarding to a current employee’s address so you’re not losing important correspondence.
My spouse recently reached out to an agency for support via email. The email was kicked back saying the support rep’s inbox was full. So he called the individual’s extension and left a message on her voicemail. He waited for a few days, but no reply. So he called another number listed for the agency and noted to them that the original contact had not responded to his email or phone call. This was because the individual had passed away two years ago, but they had forgotten to delete her contact information and account. It was an awkward start to his support experience.
3. Clean out your closets of content.
If you have a knowledgebase, FAQ section, corporate blog or other content management system, go through your entries, starting with the oldest. Delete any content that is dated and no longer applicable to your organization, products, services or customers.
Decluttering your customer-facing content will help your customers find the most current and useful product, support and contact information when they’re searching on Google or Bing or on your website. It will also help your service agents who use your knowledgebase for delivering accurate information to customers.
4. Reduce, reuse, recycle.
The search engines reward organizations that frequently publish quality content. Make last year’s content new again by republishing it with a current date or repurposing or recycling it into a blog post, video script, infographic, e-newsletter entry or another content format.
5. Initiate quick repairs.
Go through your older content and make sure all links work. If you have a lot of outgoing links, you’ll especially want to take time to do this at least once a year. Also check to make sure all images and videos on your site work.
6. Get organized.
Go through your current content and organize it to best serve your online customers. Use web analytics and reporting tools to find out which content receives the most pageviews and which keywords lead customers to your website or support portal. Arrange content on your support portal based on these analytics so common self-service solutions are easily found.
No one loves spring cleaning, but it’s an annual necessity to keep everything in good working order and looking new and improved. Take action on one or all six of the steps above for a noticeable improvement in your customers’ online self-service experience.
More Customer Care Content You May Be Interested In:
- iWin Lowers Cost of Support with Rich Self-Service Knowledgebase
- Fact Sheet: Parature Knowledgebase
- 10 Tips to Save Your Knowledgebase from Sheer Boredom