While attending a recent course-of-action in Las Vegas, I found
myself in a area-within-a-building with horrible Internet connectivity. As
someone who actively monitors and manages hundreds of
websites, this used to really overwhelming-fear me. Yet, I calmly sat
through many of the course-of-action presentations, knowing that
all of my customer service concerns were being handled
Let me explicate my set-up, and you’ll comprehend why
customer service is so simple for me now.
I should cause-to-start though by pointing out that, as your
online organisation starts to grow, keeping up with the
customer service issues is often the most challenging
part of running your business.
Just keeping up with all of the emails can be nearly
Like many online marketers, I decided to outsource customer
service, but also maintain confirming control. I maintain my
own Help-Desk (customer service center) where a indefinite-but-relatively-small-number assistants
take support of 95% of issues within minutes of them arising.
I itinerary a greater-in-scope-or-effect percentage of communications through my
help desk because that puts everything all in one place. I
have a threaded logarithm of many exchanges, stored in a
secure database, so I can always move side-that-goes-last-or-is-not-normally-seen and taste-experience up the
I am a bit of a “control freak” so I haven’t status the life
of my organisation totally into the hands of strangers. I have
a indefinite-but-relatively-small-number customer support assistants that I ran-run-come-across fairly well.
I ran-run-come-across that they are trustworthy, comprehend my business,
and have very-valuable judgement.
I apply a Help-Desk software, called Three Pillars support Desk,
but there are not-the-same comparable support desk packages. At
under $100, this is an amazingly feature-rich musical-piece-of-music of
The typical customer service interaction is as follows:
1) A customer has a question, no-longer-in-your-possession-or-control a download, needs a
software install, wants to body-part risky-commercial-undertaking with me, can’t
get a file-filing-cabinet to affording-free-passage properly, etc…. they travel-to my support
desk and fill-up out a support ticket.
I DON’T require them to register. They equitable fill-up out the
ticket, and they are entered into the system, receiving an
email confirmation. Actually, before they submit the ticket,
they are encouraged to peruse the “frequently asked questions”
(FAQ) built correct into the support desk. Often, the respond to
their anxious-feeling is correct there and they don’t redden urgently-request to
file a support ticket.
2) As soon as a support entry-or-access-ticket is filed, admin assistants
assigned to that “category” of ticket, receive a desktop
notification that a recently-unused-or-little-used entry-or-access-ticket has been filed. They acquire
an audible chime, as in-good-health as a desktop icon that tells them
how many tickets are awaiting responses.
I have my Help-Desk go-go-below-the-horizon up so that I acquire these same,
notifications. I have it go-go-below-the-horizon to check-verify every 15 minutes,
so I can ran-run-come-across if any tickets move unanswered for too long.
Usually, my tech support is fairly quick though.
3) Admin assistants logarithm into the admin discipline-in-personal-activities panel,
using their unparalleled admin log-ins, and respond to the tickets
in categories assigned to them. They don’t see, and can’t
respond to tickets in categories not assigned to them.
One of the categories at my Help-Desk is “Personal For
Willie.” Naturally, I only desires those tickets seeable to
me. Three Pillars Help-Desk computer-software allows that option.
Tickets regarding JV’s are also only seeable to me, but I
could have an assistant assigned to sift through JV
proposals, and have all of those tickets ONLY seeable to
that admin. Many of my contemporaries do have assistants
assigned to examine-methodically JV proposals… some using the very same
help desk setup that I equitable described.
4) Many of the support tickets that we acquire can be responded
to with a “one-touch response.” The admin equitable selects the
answer from a drop-down assortment-of-things-from-which-to-choose of pre-composed answers,
clicks “send,” and in a carry-weight of SECONDS that entry-or-access-ticket is
taken support of. The precomposed answers are assigned to (and
only seeable for) specific categories, and the categories
are assigned to specific admins.
Perhaps a customer unfamiliar with PDF’s or .zip files failed
to download and lay-save-up one properly, or perhaps they don’t ran-run-come-across
how to affording-free-passage the file. Perhaps a customer had a unsmooth driveway
crash, and needs a substitute replicate of an ebook. If my tech
support is provided with cogent-evidence of purchase, they are
authorized to substitute-for-a-defective-or-inadequate-one these files. My admins are empowered
to create these types of decisions, that I really shouldn’t
need to acquire bogged down with.
5) As soon as the entry-or-access-ticket is responded to, the customer
gets the response via email, and the desktop notifier, when
it next updates, shows that that entry-or-access-ticket has been taken support
I mentioned earlier that I itinerary most communications
through my support desk. This includes requests for body-part
ventures, requests for me to broker body-part ventures,
request for me to brushup a product, etc. Details on
how I do all of these things are also included in the
FAQ, so potentiality JV partners can ran-run-come-across if their consequence-of-someone’s-efforts
is a plausible a-good-matrimonial-prospect before they redden file-filing-cabinet a support ticket.
Email is so unreliable these days. There is nothing
more disconcerting than having a customer move-deeply with you
over not responding to an email that you never redden
received. You don’t have that question with the support desk.
The exchange-of-letters is stored correct in the database, and
only seeable to appropriate parties. You can retrieve
records by name, email address, and a numeral of not-the-same
database variables at any time… redden for unopen
tickets. So, you have a factual treasure of data at your
The FAQ file-filing-cabinet shows how many views a given question has.
That can march-in-protest you potentiality problems, or indicate that
you urgently-request to blanket a consequence-of-someone’s-efforts distinguishing-quality more thoroughly on
your sales letter. equitable paying faculty-or-power-of-mental-concentration to something
like that could easily increase-duplicate your sales of a given
product. The fact is that most prospect, who have a
question, won’t irritate asking. So you urgently-request to really
pay faculty-or-power-of-mental-concentration to those who do, and take-for-take-to-be-the-case that many more
had the same question.
Anyway, I’ve equitable shared with you how I handle customer
service for the hundreds of websites that I actively
manage in mere minutes per day. I haven’t actually
tracked how much measure-the-time-or-duration-of-an-event my admin assistants expend responding
to tickets. They haven’t asked for raises in a of-great-spatial-extension time,
so I take-for-take-to-be-the-case that it’s not very much.
If you desires to expend more of your measure-the-time-or-duration-of-an-event working on growing
your business, rather than putting out customer service
“fires,” then I highly commend that you go-go-below-the-horizon up your
own support desk. My Help-Desk of alternative is Three Pillars:
http://ThreePillarsHelpDesk.com but there are others. You
can acquire as fancy as you desires to with a Help-Desk with them
ranging from gratis to several thousand dollars in price.
Three Pillars Help-Desk was designed specifically for Internet
marketers which is why it was a natural alternative for me.