Another thing that people mess-up with is the navigation structure . Keep it clean , easily readable ( no fancy fonts ) and easily accessible ( remember the three-click rule ?) .
And , if you must go in for templates make sure that it is not the one commonly used by others... and never ever go in for a free template as it would already have been ****ed to hell by others , which may include scammers , and you don't want your site to look like theirs
Another thing is - If you cannot give truly 24 X 7 Support. Don't promise it , and live support is an absolute no-no , because if you are saying that you have 24 X 7 support and they find your live support button always showing - The Support Staff is currently offline , then this would spoil your image more than anything else.
I wrote an article about customer service . I will post an extract of it here -
Quote:
Let me give you an example of the thing I learnt from my hosting
company about customer service. Whenever I take live support
( chat with their customer service executives ) , just moments
after I finish I receive an email from them stating what my
problem was and what steps did they take to solve it.
For them there are three benefits for this :
1. Most of people have a tendency to forget things just minutes after it is told to them. So by sending me this email they are giving me
a detailed answer which I can refer to in case something slips from my
mind.
2. This shows that they are professional and really care about my problem.
3. This gives them an opportunity to do a bit of brand building by adding the closing line : ‘ We were glad to help you and in case you have any
further problems , we are here to help you. Thank you for using XYZ co.
Your business is very important to us. ’
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Best Wishes!