Prior to joining the Marketing team, I was a Relationship Manager. I would heard it all, the good, the bad, the ugly. One of the biggest (if not THE biggest) pain points for our customers was our website. They didn't know where to find information, how to use it, or what we offered on it. It became so difficult that our customers refused to even check our website to look up information.
When I joined the Marketing team as a Web Specialist, I was determined to create a better website experience for my customers. I created online presentations with Brainshark around some of the more important areas to which I wanted to drive our customers. I ensured they were reviewing what we deemed was important, and also gathering feedback from them on what else they would like to see. I walked them through using screenshots, voice overs, and animations to give them a more holistic view of the website, without giving away too much, which kept them coming back to the website for more!
So far, our call volumes have decreased by 14% in the last 3 months, and our website traffic has INCREASED 20%. My Brainshark presentations are the highest viewed presentations for my organization, and our sales are increasing. I feel that if I can walk my customers through a high level view of the website, they will see that it is rather easy to navigate - and will now know exactly where to find the information they are looking for.This has been a great win for our organization, and I feel like it could work for any other organization as well!