How I Handle Customer Service In 10 Minutes Per Day

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

very promptly.

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

impossible!

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

details later.

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

software though.

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

of.

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

fingertip.

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:

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.