Customer Service and Information

• Delivery page: Does it list all shipping methods? Does it answer common questions about delivery that customers might have? Does it explain how delivery costs are calculated? Is it up-to-date? Pakk sites - delivery page is autogenerated from shipping methods available on the site. You can add a custom 'explanatory' text to the top and/or link an FAQ page to be embedded at the bottom.

• Contact page: Does it make it clear what the preferred way to contact you is? Does it encourage customers to use that method? Does it provide alternative methods? Does it give your opening hours? If you have a physical presence, does it give the location/opening hours? Does it provide an embedded contact form that feeds into your help desk? Pakk sites - contact page is autogenerated. Set up opening hours, custom text and embedded contact form in site setup.

• Do you have a workflow set up for customer enquiries/complaints? Where will customer enquiries/complaints go, who will deal with them, how will you track progress? Pakk - use the built in Ticket system. Configure the Ticket system to auto assign and notify incoming Tickets. Create a form for opening Tickets on your site, embed on Contact page, in Help Widget and link from anywhere on site.

• Supporting pages - like an 'about us', 'why shop with us' etc. Pakk sites - create 'pages', publish them and link from aux or footer menus. Feature your top supporting pages in the Help Widget.

• Have you created a knowledgebase or collection of FAQs to cover at least 80% of potential customer enquiries. If you don't have that yet, commit to collecting up customer questions once the business is open and centralise the answers and make them available to customers right from your site. Pakk sites - create FAQ pages. Link to the FAQs homepage from aux bar, footer bar or both. Link to FAQs from products.

• Lead collection - do you have a way to capture information from customers who aren't quite ready to buy? If it's a B2B site, this is particularly important. Pakk sites - use Lead pages and link to them prominently.

• Product descriptions - have you included concise, readable and catchy descriptions for each product? Are they written for humans but keyword rich? Do they contain enough information about the product such that you won't get 'misrepresentation' complaints?

• Supplemental product information - break out as much information about products into common 'attributes' and set them up as custom fields in your system. Characteristics like 'Brand', 'Depth', 'Vitamin D (mg)' are best off outside the product description and placed in well organised groups of characteristics that are displayed after the description and can be used for filtering and sorting. Pakk sites - create 'Custom Attributes' that are applicable for your products and fill in the values for each product.

• Can customers easily find shipping information directly from the product purchase page? It's good practice because customers can get frustrated and leave if they can't immediate see how much shipping will cost. Pakk sites - delivery information is intelligently embedded on the product page.

• Stock and delivery timescales - can customers see, in real time, how much of this item is in stock? Or if you don't want them to know, can they at least see some indication of when they might get the product? Pakk sites - live stock and delivery time estimates are shown by default, configure in site setup.

• Order emails - have you set up your platform to send order confirmation messages and order "workflow" messages (e.g. order dispatched, invoice)? Is the 'from' address and name correct and representative of your brand? Is the language used in the emails 'on brand'? Is the design and aesthetics of the emails representative of your brand? Is the information presented in the email correct and useful? Pakk sites - just configure order emails in the site setup.