Customer Service with Autoresponders
Ideally, whenever you perform customer service, it is
done on a one-on-one basis with each of your own
customers. That works very well in the offline world
- but on the internet, that simply will not do. Your
customers are literally all about the world, and there is
no way that you can really deal with each 1 of
them personally. That is where an autoresponder
comes in.
Customer service with autoresponders is fairly
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’ e mail.
This occurs whether you are logged in to your
computer or on vacation in an exotic location! But
customer service doesn’t constantly end perfect generally there, and
if you are away from the computer, you may be
letting your own customers down!
For instance, an elderly gentleman sees the
product advertised and places an order. Everything
goes through only fine, and he receives the receipt,
the download information, and your own ‘thank you’ electronic mail.
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 generally 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 ought to get an
instant message back letting him know that his
message has been received, and how soon it'll be
addressed. This will give him some measure of
comfort, and in most cases, he'll 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'll most likely become incredibly
dissatisfied in a really short period of time. The
difference between a patient customer and an irate
customer is one simple autoresponder message
that can and need to be set up in under five minutes.
Really think your current ordering process by means of, 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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