Ideally, when you perform customer service, it is done on a
one-on-one basis with each of your customers. That works quite
well in the offline world - but on the Internet, that simply
will not do. Your customers are literally all over the world,
and there is no way that you can really deal with each one of
them personally. That is where an autoresponder comes in.
Customer service with autoresponders is quite simple. When an
order is place, an autoresponder can send out the receipt for
the sale, the information for accessing the product, and a
'thank you' email. This happens whether you are logged in to
your computer or on vacation in an exotic location! But customer
service doesn't always end right there, and if you are away from
your computer, you may be letting your customers down!
For instance, an elderly gentleman sees your product advertised
and places an order. Everything goes through just fine, and he
receives the receipt, the download information, and your 'thank
you' email. Your product is an ebook, compiled into a PDF file.
This particular gentleman doesn't understand what a PDF file is,
and he has no idea what you mean by 'right click to download.'
He needs additional customer service for the product that he has
purchased, and there is nobody available to help him - nobody
but an autoresponder.
Set up an additional autoresponder that will send out a list of
frequently asked questions or problems that deal with customer
service or how to access the product. Also set up a support
autoresponder. If he sends a message to support, he should get
an instant message back letting him know that his message has
been received, and how soon it will be addressed. This will give
him some measure of comfort, and in most cases, he will wait
that specified period of time for assistance.
However, if he doesn't know how to download the product, and he
sends a message to support, and nothing happens, he will most
likely become very dissatisfied in a very short period of time.
The difference between a patient customer and an irate customer
is one simple autoresponder message that can and should be set
up in under five minutes.
Really think your ordering process through, and consider the
potential problems that may occur for your customers. Get an
autoresponder set up to address those problems, and you will
find that your customers are more satisfied with your products,
and extremely satisfied with your customer service - all because
your autoresponders handle their problems right away!
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