There is an innovative website that sets the standard for customer service over the internet and could be applied to many industries. The website is called Housecall and is designed to make repair reporting over the internet easy and interactive.
What is interesting is that any company that makes house calls can use this service for their clients to report problems. Imagine a Property Management company directing people to a website where they can choose from actual appliances in their unit and pinpoint the problem without any technical expertise. The repairman in turn can arrive on site with the proper parts. Click on the image on the right to see a sample image. When you click on any part of this picture a window opens where you can choose from a drop-down list of possible problems without ever understanding plumbing terminology.
This would be a great service to embed in a website to make it easier for customers to pinpoint or explain their problems. When people visit your website are they getting the right customer experience? Are they able to solve their problems? Is it retaining them as clients or driving them to another website. I think Housecall has the right idea.
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