4 Ways Your CMS Can Improve Customer Service

Everyone knows that a content management system makes it easier to develop a web presence, but a robust CMS can also vastly improve customer service for many brands and businesses. Utilizing a diverse, extensible and accessible SaaS CMS solution will make your business more responsive to your customers in many ways. For example:

1. You Can Gauge Their Reactions Through Comments

Most CMS solutions allow visitors to comment on or even rate the content that is on your site. If your potential (and current) customers have questions, they need only comment on one of your posts and you can immediately respond. This type of dialog doesn't just make the customer feel more loyal to your brand, it also shows the other readers also viewing the page that your company is responsive and professional.

2. You Can Provide Information In An Easy, Searchable Format

Information such as tutorials, fact sheets, product data and more can all be provided in an easily searched format. Customers will not need to call in to your business (or even email) to find the information they need; they can immediately search for it on your CMS-based website and find it without having to wait. Not only does this improve the customer experience, but it also reduces the amount of administrative overhead for your business.

3. You Can Use Statistics To Determine Their Needs

One of the greatest things about a content management system is that it will track analytic data for you, including which pages are being visited more frequently and how often specific visitors are returning. By using these statistics, you can find out a great deal about what your customers want and need. You can determine the products that they are interested in and you can identify issues they could be having.

4. You Can Allow For Self-Service

There are some things that customers want now. The hallmark of a great CMS solution is the ability to integrate e-commerce software into it. With a good CMS, you'll be able to sell products or services directly on your site, making it easier for customers to get what they need fast. 

Finally, the usability of a CMS also affects how responsive you can be to your customers, how often you'll update your content and whether your employees need to be trained extensively on the software solution. A drag and drop CMS hosted via software-as-a-service architecture is often the simplest solution, as it puts all the more difficult aspects of a CMS under the hood.