Consumer service is an important component of any company. Obviously, if you function on your own your company thrives on great consumer service. But what if you operate much of your company online? How do you provide superb consumer service 24 hrs a day 7 days a week? Here’s an idea which is operating for me.

1 of the challenges of an online company is having constantly obtainable support – particularly if you are a little company or a self-employed, lone worker. Individuals want instant solutions. They expect replies to emails in the exact same operating day. Numerous people seem to want even much more fast replies.

Nevertheless, most technical support and consumer support phone centre staff will tell you that some thing like eight out of each and every 10 calls are about the exact same issues. If you operate your personal online company, you’ll most likely discover as well that many of the consumer service requests you get are usually about the exact same issues people are having.

I looked at the calls and emails I was obtaining about my online info products and realised that there had been eight common concerns which I obtained from customers who had purchased an e-book from me. Normally, in attempting to provide great consumer service I contacted every person and dealt with their issues. Every time I was in a position to ensure that I retained their customized. But the issue was it was taking me time.

So, here’s what I did. I set up an e-mail which consists of the solutions to all eight concerns. Then I produced a new e-mail address which is included in all my product sales receipts. I ask people who have any concerns or issues about their purchase to deliver their query to that special e-mail address. Of course, the special e-mail address is an autoresponder. What happens is that as soon as somebody has sent in their query, they get an instant reply. Because the reply consists of solutions to nearly all the support concerns I get, it is generally instant consumer satisfaction. As well as it indicates I do not have to spend time on the query.

The autoresponder repeats the subject of the customer’s e-mail inside the text, making it look much more personal. Also, simply because I get a duplicate of their incoming e-mail I can see whether or not their query is answered inside the autoresponder message. Usually it is. I can then deliver an e-mail asking if they require much more particulars or if their query has been answered. But I do not have to do this directly away. That is simply because the autoresponder has provided a great level of consumer service.

So, utilizing an autoresponder can provide higher ranges of consumer service, helping you preserve consumer loyalty.

If you want to see my autoresponder in action, just deliver an e-mail to: support@grahamjones.biz

Graham Jones is a psychologist who has specialized in the way we use the Internet. He is an expert on info products and runs Infoselling.com where you can get a Totally free report on how to market your personal infoproducts.

http://www.infoselling.com