The quality of your business’s digital presence is crucial to attracting new customers and keeping existing ones satisfied. The fact is most prospects and customers want to engage with businesses online at a time convenient to them. According to a research survey, 85% of Americans say they go online on a daily basis, with 31% reporting that they are online “almost constantly.”

So, what can site service and portable sanitation companies do to modernize their digital presence and make the experience better for their customers? Here are five things we think you should consider.

Make your website more customer friendly

Your company’s website is your shop window. And like a brick and mortar store, you want the customer experience to be pleasant and easy to navigate. Most site service and sanitation company websites don’t do this well, so if you can, your business will really stand out from the crowd.

1. Start with the Homepage: The attention span of web users is short, with most people only spending a few seconds on the homepage. Therefore, you need to help users to find what they need as quickly as possible. Showcase your services prominently at the top of your homepage and support this with relevant images so potential customers know they are in the right place.
2. Easy Navigation: Next, make it easy for visitors to find what they need, whether it’s getting a quote, contacting you, exploring your services and pricing, or checking the locations you serve. Also, ensure that prospects who aren’t a good fit for your business can identify that quickly and avoid wasting your time with unnecessary inquiries.
3. Respond to Customers Quickly: Finally, make sure all the contact forms on your website will go to someone who can respond quickly. 78% of people buy from the first company to respond after a request has been submitted. So don’t let good customers go elsewhere because of a poor contact form process.

Improve online visibility

When people go online to look for a waste management company, you want to be one of the first results they see. There are two main strategies for bringing potential customers to your website: 

1. Search Engine Optimization: The first is ensuring that when people use a search engine (like Google) to search for a ‘trash collection company’ in ‘your city’, your business appears as one of the top results. The process is called Search Engine Optimization (SEO) and, in simple terms, involves ensuring that you have the correct keywords, links and user profiles on your website, so that the search engines can recognize the relevance of your website to the user. You can do this yourself or employ a digital marketing agency to help.
2. Online Advertising: In addition, consider using digital advertising platforms like Google, Facebook, or local directories to reach your target audience. As with traditional advertising, the key is to place ads where your most likely or ideal customers will see them. The great thing about digital advertising is that you’ll be able to track who is clicking what, which will allow you to optimize your budget and drive more business.

Let customers self-serve online

Most customers, young and old, prefer the speed and convenience of online transactions. And when you consider that ‘ease of doing business’ and ‘consistency of experience’ are clear drivers of customer loyalty, the case for improving customer self-service becomes apparent.

Not only that, but the average call to a customer service line costs $3.14 in time and resources. By enabling online self-service, you will reduce the daily volume of calls, which can add up to big savings over time. 

Below are some of the key functions you should consider:

1. Easy Sign-Up for New Customers: Modern self-service portals aren’t just for existing customers—they also make it easy for new customers to sign up. This setup cuts down on phone calls and reduces the administrative workload by letting register as a customer and sign-up for services.
2. Multi-Channel Options: Top companies offer self-service options across various digital channels, like smartphone and tablet apps. This gives customers a convenient way to order and manage their services on the go.
3. Online Payments: Letting customers make online payments is a game-changer. Features like credit card integration and autopay make sure you get paid on time without any hassle.

Encourage positive online reviews

Online reviews can have a huge influence on a customer’s decision to choose your services. Good reviews give buyers confidence and help generate further business leads, while a string of negative reviews will drive prospects away. 

Firstly, make it easy for customers to leave positive reviews. After successful service, send an automated email asking for a star rating or directing them to a review site like Facebook, Google, Whatsapp, or Yelp. This not only helps gather positive feedback but also strengthens your online reputation.

And good communication can also prevent many complaints. Company culture and training are vital, but technology can help here. In-cab tablets and onboard video cameras can relay live information and images about skipped collections back to the office, so that customer complaints can be addressed immediately.

And of course, the most effective way to reduce poor reviews is to improve service reliability. While there are multiple aspects to consider, like driver recruitment, training, and retention, we know from experience that connected, easy to use technology plays a key role in helping your team work efficiently and effectively and maintain service consistency.

In summary

Modernizing your digital presence can make your site service or sanitation business more accessible, efficient, and easier to work with. Embrace these strategies to stand out in a competitive market and enhance your customers’ experience.

Get Started today.