Many fast-growing companies find that customer support is requiring an ever increasing amount of valuable resources, especially personnel.
The Small Business Administration (SBA) and other researchers indicate that those involved with supplying customer support spend 27% to 65% of their time on the phone. While other communications channels are encroaching on phone use, that medium is still sed for over 70%of customer support activity.
Only a low percentage of customers are resolving questions and problem themselves because effective, low-cost web support tools are difficult to locate. Companies are not leveraging the fact that many customers are comfortable using the internet and web-sites. Across a variety of industries, it was found that only about 6% of the customer base is considered “unskilled” with computers and the internet.
It is clear too that 64-71% of small businesses now have websites. This is a substantial increase in recent years.
The primary use of the company web-sites is to describe the company and its products, goods and/or services. Only a minority of small businesses use their web sites for customer self-support.
Field Day Solutions has worked for years to develop a database-driven website to provide on-line support for the customers of small businesses that lack IT and customer support personnel. In June 2022, FieldDay made a decision to change the product into a consulting service. However, FieldDay’s shareholders would like the product development to continue so FieldDay is considering developing a simpler product.
There are approximately 20 million companies in the U.S. with these characteristics. They are often contacted by customers using phones, e-mail, and in person visits. These questions distract clerks and owners from other tasks. FieldDay has identified hundreds of these companies in California and many located on the San Francisco peninsula. Web Support Center will be ideal for these companies.