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5 Tips for Automating Your Customer Service
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We all know that superior customer service is the best way to
retain customers and increase profits. Happy customers mean
more business. But the question is, how do you provide great
customer service on a limited budget? Here are a few tips to
help out.
1) Provide a search engine for your web site
Often, the information the customer is looking for is
already on your web site, especially if you have built a
F.A.Q. system. Adding a simple search functionality to your
web site allows your customers to self help themselves.
2) Create a list of Frequently Asked Questions for your site
Most people would rather find the answers themselves, rather
than wait for a response. This information should be easily
found, and organized logically. A simple F.A.Q page is a good
place to start.
3) Create an "expert" help system
Even better is an automated system that allows you to create a
series of questions and answers, which when laid out properly,
allow your customers to find the exact solutions they need for
tech support or product questions. This is exactly the same
technique Ebay and other large sites use.
4) Have a web help desk system
A tracking and ticketing system for handling customer support
issues is critical. It should support both email and web based
questions. Any system you implement should understand the
concept of "tickets" and should keep all correspondence related
to a specific "ticket number" together, both incoming and
outgoing, so you can track the status of each request.
5) Make sure you have the answers
Once your customer contacts you, you need to provide answers to
their questions quickly and efficiently. Your customer database
is your most powerful asset. If you can keep all your
information in one searchable database, you will then be able
quickly to find the information required. Has this customer had
a similar problem before? Do they have additional issues that
need to be resolved? What is their account status? All this
information should be immediately available to your staff.
There is nothing more frustrating to a customer than having
their questions or concerns fall through the cracks. By
building even one of the tips above, you can reduce support
costs and increase customer satisfaction. Your customer then
becomes your best service representative
. . .
Nick Temple is a free-lance software developer who was recently
given the rare distinction as a Certified Developer for the Mark
Joyner Farewell Package. If you're not familiar with the package,
it includes source code to automate every item mentioned in this
article and much more. It's only available to the first 2,000
people who respond, so be sure to get your copy today:
http://tgl.net/mjs
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