An Effective Website Doesn’t Need to Be Big, but It Does Need to Cover the Basics
By Peter Lyle DeHaan, PhD
In Does, Your TAS Have a Great Website? we looked at how to make your website stand out as an essential marketing resource for your answering service. The tips offered aren’t revolutionary and comprise best practices for website design.
Unfortunately, too many websites in the industry fall short of meeting these essential requirements. Though some answering services can fix their failing websites by updating them, other sites need a complete overhaul.
Regardless of where you are in the process, every website should have five essential pages. Though this discussion is specifically for answering services, the principles apply to any website for any industry.
Your homepage should embrace visitors and draw them in. It should give them a reason to stick around and explore the other pages on your site. Don’t make your homepage about you. Seriously.
Focus on your audience. Make it about them. This is hard to do well. To see if your words resonate with your audience, ask someone who doesn’t know you or your business to read your homepage and tell you what they think. Adjust the text as appropriate to hone your message to resonate with visitors, that is your prospects.
Next, you need a page that lists your services. Don’t provide too many options or you will overwhelm them, and visitors will bounce, searching for a more user-friendly site. Ideally, give them two options. That will make it easiest for them to decide. The more options, the harder you make it for them to choose, and if it’s too complicated, they’ll choose to go elsewhere.
Only listing two service options, however, presents a challenge. Three would be okay, four at the most.
Don’t attempt to list every option you offer on this page. Instead, include the popular ones and the ones you want to sell. Then add something about contacting you for custom solutions. In most cases, you should include pricing for each service option. The only exception might be if you are a premium provider and don’t want to get into pricing until after you’ve sold them emotionally on the value of your service.
3. Get Started
The next page should explain how easy it is for a prospect to become a client. Businesses that have used answering services will know what to expect and will skip this page. To write the content for someone who has never used an answering service. Spell things out for them in an easy-to-follow list.
They may not be familiar with call forwarding. Explain it. They won’t have any idea as to which billing package they should select. Give them guidelines on how to figure it out. The goal is to make the process of hiring you simple, easy-to-understand, and painless.
End this page with the call to action, designed to move them from prospect to new client. This may include a sign-up form or a phone number to call.
4. About Us
After these pages, include a section that talks about your answering service. The goal is to make your service shine while hinting at how your unique characteristics will benefit your prospects. Talk about anything that will make your answering service stand out. This could include how long you’ve been in business, awards you’ve won, or your leadership in the industry or your community.
Every answering service talks about their great staff, so you should too. Share your vision to serve your clients. As appropriate, talk about your quality service, easy-to-understand invoices, or the outcomes your clients can expect.
Don’t be afraid about making this page too long, but make sure it’s easy for visitors to scan. If they’re interested, they’ll read whatever you put there. In the end, list client testimonials. Though you can sprinkle selected testimonials throughout the site, one on each page, listing them all here is a great idea.
5. Contact Us
The final page should tell prospects how to reach you. At a minimum, there should be a phone number, but most people expect an email address as well. Also, list your social media pages. This, however, assumes they’re up to date and you’re active on them. Unless you’re trying to obscure where you’re located, include your mailing address. If you have multiple offices, this is a great place to list them.
Though your essential contact information—phone number and email address—should prominently appear on every page at least once, include all options here. Some prospects will immediately look for a “contact us” page.
There are a couple of other items to include on your website. These are not part of the main five essential items and don’t deserve one of the main navigation tabs, but they should be someplace. One good location is in the header that appears on the top of every page.
Client Portal: Assuming you have a client portal, add a login link for your clients.
Employment Opportunities: If you’re like most services, you’re on the outlook for quality staff. Include a link for employment opportunities. On this page, sell them on the desirability of working for your answering service, and make it easy for them to apply
Blog: Some answering services have a blog. This is an option you should only take if you’re committed to posting regular, valuable content. For most answering services, a blog is a time-consuming item that they don’t have time for.
However, a blog is a great long-term move that will engage your audience, improve your SEO rankings, and make you stand out in the industry. (Unlike “client portal” and “employment opportunities,” you will want to list your blog as one of your main navigation tabs.) To learn more about the value of a blog, explore content marketing.
Use these tips to improve or overhaul your website. This will attract more visitors. It will help you turn more prospects into clients. You’ll sign them up faster and keep them longer.
That’s what the right website can do for you.
Learn more in Peter Lyle DeHaan’s book, How to Start a Telephone Answering Service.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader, covering the telephone answering service industry. Check out his books How to Start a Telephone Answering Service and Sticky Customer Service.