Giving
great service - Web-master tips for providing excellent customer service and support
Peter Jackson -
-
Ensuring your Web site visitors get a top-class level of service and support as your business
grows.
There are plenty of different ways you can handle customer support for your online business - different solutions
exist for different sized companies (and levels of technical ability).
Traditional methods of support (i.e. telephone / fax) still feature in the modern customer
support model since they can offer a faster resolution to the customer's problem(s) than some of the more
readily-deployed ticket-based systems.
The downside to giving great customer service by phone is that it is incredibly labor-intensive. Your company will
need dedicated and ongoing resources to deliver this form of support.
Another way of supporting customer (prevalent in the Internet industry) is e-mail ticket support. E-Mail support
systems allow you to receive, queue, prioritize, respond to and track queries efficiently and in a centralized way.
This has enormous benefits but can often frustrate customers where queries are left unanswered for any period of
time.
This solution is generally accepted as a good starting point, and although it won't always be to everyone's
satisfaction (particularly those who expect immediate, 24x7 support... in minutes) it is a good catch-all
solution.
Some other things to watch out for, if employing a ticket-based e-mail support system (often referred to as a
'help-desk') include registrations and e-mail verification processes. These can be seen by your customers as
unnecessary barriers to receiving support, so take care to explain them carefully to the user.
More and more people are starting to turn to help desk software to handle their support requests. Although this is
generally one of the best methods for the companies that use them, they can be troublesome to the customer.
The objectives of your query-handling should be not only to proved great customer experience but also to minimize
the numbers of refund and charge-back requests. This will have the combined effect of increasing sales (through the
good service you provide) and reducing costs (from charge-backs). Good support can, in this way, have a marked
impact on your profitability.
Whichever solution you employ in handling inbound questions and complaints, always be sure to respond promptly,
courteously and with a wholly relevant answer.
As a footnote, remember that you also have the right to be treated with respect. If a customer becomes too much of
a hassle, it might be worth simply refunding them and moving on. Some customers just aren't worth the level of
frustration they bring.
ABOUT VIDEOMAXMAN - VMM was set up in 1860 to meet the rapid demand for tin cans tied together with string. Its
first product, the Tin-o-Matic 200, sold over one million units in less than six months. In its 150 year history it
has been a major player in the telecommunications industry and has contributed to many of the major innovations in
the sector. VideoMaxMan is a founder member of the TCBM-PO and was awarded the prestigious TC of the year award in
1889.
Source: http://www.ezinearticles.com
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