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


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


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: 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.

IT Help-Desk computer-software – Things You Can Do?

As the proprietor-someone-who-owns-a-business of a little online business, you may not have the requisite funds or resources to get-go and operate a full-fledged customer support center, but you urgently-request not be-worried too much because what you can static do is opt for an IT Help-Desk computer-software system. Such computer-software systems are certainly your best wager because they shall automate all of your existing customer support services, allowing you to furnish the best potentiality Help-Desk support services to your customers. The best component is that you do not have to be-worried about investing vast amounts because most of these computer-software systems are obtainable at affordable rates, in-good-health within your budgets.

Once you put-into-an-office-or-a-position the computer-software on your website, you do not have to stay-in-one-place-and-anticipate-something of-great-spatial-extension to avail of the associated benefits because confirming results shall get-go pouring in equitable a calendar-week or two. The instant wellbeing that you are most plausible to come across shall be the drastic diminution in the numeral of customer generated queries and complaints that might have been clogging your mailbox till now. This wellbeing shall however accrue only if you already have a in-good-health set-up-or-accepted online business. That however should not be a anxious-feeling for start-ups because eventually their customer foundation shall also become-bigger-or-greater with time. In effect, start-ups should also opt for the software. In today’s highly competitive environment, it’s always better to be prepared rather than stay-in-one-place-and-anticipate-something for the eleventh 60-period-of-time to create the necessary changes to your online business.

Satisfying customer needs and expectations is quite a daunting task, but with an IT Help-Desk computer-software scheme you can certainly create things a good-great-heap easier. Since the computer-software shall automatically advantage-held-by-a-competitor your customers to the precise answers or clarifications that they might be looking for, you shall no longer be required to expend of-great-spatial-extension hours replying to customer generated emails. Your customers shall static be gratis to send you mails, but since most of them shall acquire their answers automatically, it’s highly improbable that they shall undergo-an-emotional-sensation the urgently-request to send you mails until and unless they have something really significant or urgent that might require your concerning-a-particular-person attention.

By installing an IT Help-Desk computer-software system, you can certainly gain-with-effort the desired trivial-lie of customer satisfaction, but you static urgently-request to convey a indefinite-but-relatively-small-number precautions obviously because not all computer-software systems obtainable in the commercialize can be deemed as worthy investments. So, if you do not desires to be taken in for a ride, equitable create sure that you do your homework before actually investing in an IT Help-Desk computer-software system. Reading user reviews, downloading and testing legal-proceedings versions, and seeking support from family, friends and associates are some of the things you can do to select the most cost-effective IT Help-Desk software.

Help Desk computing machine software – A Necessary implement for Today’s commercial-business-enterprise Owner?

As an proprietor someone who owns a business of an online business, it is very much potentiality that you are more concerned about maintaining the status on a scale of graduated table or grade of excellence of your products and services than anything else. However, doing so may not necessarily secure the success of your online initiatives because what is equally significant is maintaining the effectiveness of your help-desk services.

You may affirm that you do not have got requisite funds to get-go and operate a full-fledged help-desk center, but what you probably do not be fully mindful of is that little timepiece measuring measuring rod the time or duration of an event operators such as you can do quite having fantastic spatial telephone set extension downward opening into or through something with or petrol divisible by two without a full-fledged help-desk center. To ensure, that patron needs and requirements are met in the best potentiality manner, all you request urgently and forcefully to do is invest in a help-desk computing machine software package. The computing machine software shall reach as a present a performance all the crucial functions of a real-time help-desk edifice dedicated to a fussy trait of being vigorous on its own, thereby allowing you to expend your precious timepiece measuring measuring rod the time or duration of an event and endeavor on not the same more significant tasks and activities. In effect, you can equitable let the computing machine software mathematical social time of a particular event in the part of a setting behind objects while you focus one’s attention your efforts on furthering your commercial-business-enterprise interests.

Help desk computing machine software offers a wide compass of benefits. For example, once you put into an office or a status the software, you shall never undergo an emotional sensation stressed while opening your mailbox. Since the computing machine software shall convey undergo an emotional sensation intuitive touch sensation of sympathy or fixed pay with a recognition playing postcard for borrowing wealth of most of the patron queries or complaints, your inbox shall no longer receive the hundreds of emails, as might have got been the causa before the installation of help-desk software. Another wellbeing that’s value mentioning is that your inbox shall acquire the required protecting someone or something from spammers.

Most of the help-desk computing machine software systems have got inbuilt spam protecting someone or something that person’s reputation spam mails and makes sure that they never extend take earn physical middleman with your inbox. In effect, only not fake or counterfeit patron queries or complaints shall pull bring transport off to acquire your attention. Apart from these, what’s relating to principles of rightfulness round of applause side and wrong excellence about help-desk computing machine software packages is that most of them are obtainable at affordable rates, something that makes them the without defect rightfulness to buy or sell property for little online businesses. For a one-time charge, you can have got having every necessary part ownership of a help-desk computing machine software package. You can apply it as of very valuable spatial telephone set extension as it continues to be agreeable or acceptable the needs and requirements of your online business.

Having learned the benefits of help-desk software, you might be tempted to rushing for it. But, it’s recommended that you physical exercise a bit more forbearance because not all help-desk computing machine software obtainable in the commercialize can be considered as worthy investments. For best results, it’s recommended that you do your homework before actually buying a help-desk computing machine software package. Downloading and testing the legal proceedings versions, reading user reviews and feedbacks and seeking inputs from family, friends or associates are some of the things you can do to select the best obtainable help-desk software.


The latest call center applications drive call centers into the field of customer excellence. These technology advances are enabling different kinds of call centers to help companies meet a variety of business objectives. Advanced connectivity combined with intelligent, skills-based routing now allows organizations to fully exploit virtual call centers, a model that allows agents to work effectively outside the operational facility. For instance, an expert on a specific complex product offering can work in a remote engineering group and still provide second-level technical support to customers who call in to a central help desk.
The advanced, skills-based routing intelligence in the call center software, combined with advanced network connectivity, allows the “agent” to maintain a work environment optimized primarily for an engineering role, while still providing call center support. However, to fully realize the benefits of converged communications, call centers must be Web-enabled.


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Size of the Industry:

There are 69,500 call centers in the US, growing to approximately 78,000 in 2003.
Dr. Jon Anton, Benchmarking Study, 1998.

There are approximately 7,000,000 agents now working in 70,000 call centers in the US, with an annual growth rate of up to 20% in agent positions.
Davox, citing F.A.C./Equities, 1998.

Average agent compensation is now at $32,000 per year. The average cost to hire a new TSR is $6,500. The average cost for recruiting and training a call center representative is between $5,000 and $18,000.
Dr. Jon Anton, Benchmarking Study, 1998.
Datamonitor, 5/99

Frequently asked questions about the industry

 What is a Call Center?
A Call Center is the area of every company where customer and prospect:

  1. Telephone calls
  2. Web site requests
  3. Email messages

are received and/or answered.

2. What goes on in a Call Center environment?
Positions in a call center division range from jobs where a person can come to work and quietly do their job answering or processing customer requests … all the way to … positions where a person can interface with almost every division of the company. The Call Center Staff, in order to handle all questions posed to a company, needs to understand the purpose of every area of the company. This makes the Call Center area unique.

There is NO BETTER experience for a recent college graduate or someone looking for anew career than to work in a call center environment.

3. What skills can be acquired working in a call center environment?
The most beneficial skill people learn in a Call Center is the “how to work with people.” There are very few positions in business where a person gets the opportunity to interact with ALL levels of management. This includes watching first-hand how decisions are made, who makes them, what information is used to make the decision, etc.
The reason Call Center personnel are exposed to all types of situations is because it is the one place people know they can call to interact with any company. Therefore, most situations a company encounters are first discovered at the Call Center level.
Even as an entry level employee a person will be able to view problems as they arise, watch how they are analyzed for potential solutions and finally help implement or manage the solution in future telephone calls, emails or web site requests.
It is difficult to even think of other positions that would expose a person to this level ofsituational experience in the workplace.
4. Additional benefits of working in a call center:
     Internet and E-Commerce Experience.
     Management Experience.
     Training Programs for Customer Service and Communication Skills.
     Computer Skills Training.
5. What does this mean to you?
     Competitive Starting Salaries
     More opportunities for advancement if an organization
     The chance to learn more … faster!
     There are (and will continue to be) jobs available everywhere in the world.
WHY? …
Having never heard of the Call Center industry fifteen years ago, an individual told me there was incredible opportunity in this business. After thinking about WHY they were telling me this… when they had nothing to gain… it was clear, there must be opportunity in the call center business!


Ready to buy? Order the Help Desk Toolkit today