Smart Websites - Interactive and Engaging Digital Experiences

Self Service

Modern customers expect to be able to perform many functions themselves, be that updating information, making payments, raising issues, processing refunds and so on, and businesses that don't provide these things easily and efficiently are falling behind.

It is still important for clients to be able to call in, and ask questions, but providing self-service can massively reduce this overhead, saving time and money.

Automation and Notification

Keeping the customer informed at all points in the journey is important, because it reduces reliance on self-service and it reduces customer service and complaints. A customer who receives a notification that their order has been delayed is less likely to complain than a customer who just doesn't get their delivery.

Having an order confirmation email is great, but you should have a despatch notification, a delivery expected notification, a delivered successful (or not) notification, and in each of these there should be an easy way for the customer to make a change, or report an issue.

Only companies as large as Amazon can get away with having terrible customer service, which they do through self-service. There is very little you cannot do yourself on their website. Its cheaper for them, its easier for you, and everyone's happy.

AI

Don't be sold the dream of how AI will massively increase your sales and drive unlimited growth, it won't. Actually, having AI on a website is only really useful in a very limited number of cases, and it's very difficult to get it right. The internet is a live catalogue of disasters with AI and websites. A well known courier company had an un-checked AI chatbot which quite openly agreed they were the worst delivery company, and an airline found themselves significantly out of pocket when a judge ruled that any 'deal' done by their chat-bot was contractually binding, and the chat-bot offered the customer a full refund, over and over again.

Now that's some really poor workmanship, and we would never put together a system that would do that, but if AI will help you drive engagement and sales then we've got you covered. We recently developed an AI powered customer service system for a company where callers would be asked about their problem, that would be passed to a model which determined the most likely answer, and then directed the caller to the correct team. This greatly streamlined the call process, and removed an entire triage process, saving the client time and effort. AI can be good, but only in some use cases.

Development

We can of course design you a great website, and we do lots of these, but our real strength comes in what we do after that. Whether you're using WordPress, Joomla, Drupal, or anything else, we can take that and supercharge it with features and functions. There is literally nothing we can't make it do, and we thrive on the challenge.

Embarking on this journey is not a pick and point process but a true collaboration. Talk to our team, discuss your ideas, listen to ours and together we can build something great.

Case Studies

We will never disclosed our clients names, but we can with their permission provide a little background on what we've done for them, and how we did it. I enclose two case studies here from 2025.

Engineering Tools

A well established engineering tool supplier with a static and quite basic website contracted us to make it better, so they could complete with other companies moving into the space. We took their internal stock control system and created a connector that allowed the site to talk to it, and with this customers can now search stock online, buy it with a simple basic, and even set it for collection. Orders are transmitted directly into the clients sales system, which updates stock automatically. We interrogate this same sales system to confirm to the customer via email that the order has been accepted, and an estimated delivery date, OR, a order ref number for collection.

We then added a section to the website allowing customers to login and access their past orders (taken from the clients sales system) and their invoices (taken from the clients quickbooks system). Customers can elect to pay online, at which point we create a special payment link with the clients payment processor.

The feedback from the clients customers was very positive, with many stating that it's so much easier to order and manage their account now, and they've seen a steady increase in new clients, which is nice.

Personal & Commercial Lender

A provider of personal and business finance engaged us to bring some smarts to their existing website, which looked great but did nothing.

We provided three client-side widgets, providing interactive loan repayment calculators with fancy sliders to set the amount, the term, and some other parameters. Monthly, and total repayment is calculated in realtime, and with one click the customer can copy all the information to their clipboard, have it sent to them via email, or start an application.

When starting an application, some basic information is captured and a credit reference soft lookup is performed, after which a more accurate interest rate is provided, again showing monthly, term and total repayable. If the customer continues, then the full application is completed and handled server-side, returning a decision to the customer moments later. If the customer is successful, then documents are generated and sent to the customer via email for them to complete and return.

This fairly basic enhancement to a static website saw a massive increase in applications, approvals and satisfaction. We later added a customer service module, and online chat to the same site, which further enhanced the customer experience.