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Stop losing customers and focus on your support system



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Stop losing customers and focus on your support system

When you have just an emailing system in place to collect and answer anyone's questions, you will almost always lose customers because this isn't the best way to run your support system.  You will have to filter through all the spam coming in, and remember that the more popular you are the more spam you will get, then you'll need to find the people who are actually asking questions and type up a response.  With a great ticketing system in place, you might already have answered a new customers questions because someone else asked it 2 months ago Stop losing customers and focus on your support system  A ticket system is usually an all out support system that will have an FAQ which can be filled with pre answered questions and updated with new ones coming in, it will have an emailing system in place that sends out notification emails when you respond to a ticket, it will also be seen as a source of information to everyone frequenting your website Stop losing customers and focus on your support system

All of the features of a great ticket system can't really be competed with, since it's an all around support system and not just a Q&A type thing.  You can literally go ask a question, get a detailed response, and it could actually be a canned response and you would have no clue Stop losing customers and focus on your support system  Canned responses are big when it comes to ticket systems because they save hours each week for the person in the background.  These responses can be as simply as a single sentence to a few paragraphs of content for the question that was asked.  The person running the ticket system can simply click on the response and submit it, instead of typing the entire thing up and taking a minute or two to do so Stop losing customers and focus on your support system

In this discussion, if you haven't figure it out yet, I'll be going over how you can avoid losing customers if you just focus on a good support system and not using your emails to answer everything.  So, lets get started, shall we Stop losing customers and focus on your support system


Respond as quick as possible
Quick response times are crucial when it comes to having a great support system.  You will boost your sales by responding quickly because the visitor won't leave your website and will just make a purchasing decision right then and there.  If you take a day, or a week, to respond to all of your tickets then you will lose a lot of clients that could have been big spenders over the next few years.

People are impatient, so responding quickly will please their impatient tendencies and they will be more pleased and that alone will get your more social shares and sales Stop losing customers and focus on your support system


Support systems can email your visitors when you respond
One of the most beneficial things that come with the majority of ticket systems out there is an email feature that will send the user a notification when you respond to their questions.  This means they can leave your website and you can answer a few hours later, and the user will get an email sent right to their inbox and they will be able to come back to the answer whenever they want.

There have been plenty of times I've left support ticket with a website I was interested in purchasing with, or wanted to partner with, and found their response sitting in my inbox for me to read at my leisure.  I love this because I can focus on other things instead of waiting on a response from the website I was contacting.


You can set up an FAQ to reduce questions coming in
When it comes to your support system, you can write up all the questions you think you'll get and add plenty of your own answers, in order to reduce the amount of questions coming in.  This will help because people will come to ask a question, see that you have a bunch of answers already, and they might not have to submit a ticket because you answered their question already.

This saves a massive amount of time each week because you're not needing to submit answers to a bunch of tickets.  Even if you get a ton of repeat questions, you have the canned responses to help you streamline everything Stop losing customers and focus on your support system



In conclusion
If you focus on a support system, and stop using your emails to answer all the questions that come in, you will increase your profits a decent amount.  You won't miss anything since you're not sifting through a spam box, you're getting everything sent directly to your support system which isn't really an email service.  You can answer tons of questions with canned responses as well as avoid a lot of wasted time on questions that you've already answered in your FAQ Stop losing customers and focus on your support system  Support system are extremely beneficial to any website and I urge people to try them out instead of using their own email as a source of contact like a ticketing system Stop losing customers and focus on your support system


Remember to follow me!
https://www.seoclerks.com/user/TommyCarey


Thanks!

Tommy Carey

Comments

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overcast

I think some of the time it can be really hard to comment immediately. And people have to be really understanding on how they are working along with the customer query. Some of those times you can see that some of the people who do that. They are bound to have regular and recurring customers. So this is definitely something people are going to notice. I think chatbox in the website can be helpful in such case.



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kgord

Yes, I think some of these might take some time to implement. It is probably not something you are going to have ready on day one of a new business but should be put on the agenda for later implementation. It needs to happen.



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overcast

Yeah that's the point. From day 0 it can't be implemented. And people have to be understanding of where they are putting their set of resources. And they should understand not to waste the resources the wrong way. And instead focus on cashflow and customer feedback. That's the point to consider there as well.



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kgord

Yes, I think customer feedback can tell you a lot as to whether you are on the right track or not. If you want to understand, you must seek first to listen. This is the way you can hear the feedback you need to absorb.



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overcast

Yes totally agree.Customer feedback and getting it the process. That seems to be something that needs to consider. I guess on that point, this type of efforts needs to be done with every business.



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kgord

Who is going to tell you more about your site, and what they are experiencing than your customers. They are your target audience and need to be listened to most intently.



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overcast

The thing is that not everyone who checks out your site is a customer. The person who is intended to buy anything is a customer. And we have to be reasonable about what you can and can't buy in such case. I'd say on that note it'd be reasonable to say that customers can make use of the support option.



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Martinsx1

I agree that incorporating chat box on the website is a good idea but the truth of the matter is that there are some sensitive matters which is not appropriate for discussion in the chat box for everyone on the site to have a knowledge of it. Don't you think so? If it's just a minor issue that might as well be affecting other members it can be brought up in the chat box but once it's a delicate and sensitive issue, going directly through the support channel would be best suited for such task.



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overcast

That is true. But the purpose of chatbox is making the people to the lead. And once converted into the lead rest of the stuff is discussed privately. That's why the chatbox is being used. Nobody discussed private stuff in chat. That's inappropriate.



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Martinsx1

Alright, as long as members understand the basis of using the chat box and not bring up sensitive matters up there, then all is good. The reason why I'm taking time to point it out is because I have actually witnessed a member bring up one issue in the chat box that should have been discussed privately.



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overcast

Yes I can relate to that. I have seen some of the people posting their passwords in the chatbox of the hosting company. And that's the thing to consider. So you are right on that point. Not lot of time it should be thought out by other people.



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Corzhens

I have sent some inquiries to some sites that I got interested in. For those that did not reply to my message, it is already goodbye to them. As a potential client, they should extend the courtesy of reading my message. Sometimes that is the problem with some sites with emails and a web page for inquiries. The visitor can post a message but no one was reading so there is no answer. That is very negligent of the admin or site owner.



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overcast

I think the issue is often such sites and the system may have contact info. But they don't have person to look at those things. Which makes things a bit harder for normal people to keep tab of. And so my reason for asking such people to properly work on the support side.



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Tronia

The FAQ is definitely a good way to reduce the potential "I need help" emails. Just make sure to update it frequently with things that you see most customers don't understand or struggle with.

Either way, a good support is extremely important. Your main goal should always be to keep your customers happy. A happy customer converts to profitable business. Always respond politely and don't make them wait.



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Corzhens

I have seen one forum where a new member seems to be disappointed or should I say disgusted because he had posted a query and has not received a response from the admin in 2 days. The disgruntled newbie posted again that he is leaving because the admin doesn’t care for the members. Even if that is just 1 user, it’s still part of the statistics and it is better to not to gain new members than to lose a member. Yeah, it is important to check the emails and feedback corner for needed responses from your side.



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Pixie06

Whenever I get a query from a customer I try my best to reply back as soon as possible. This way the customer feels that you care for them and they will continue to do business with you as they know that you value your customers and you are always there to help. This may actually help you to grow your customer base. Setting a FAQ is also important. This may save the customers times as the information that they need will be readily available on there. This is equally beneficial to a company as they will have to answer fewer queries and they can focus on other important business activities.



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vinaya

Responding immediately might not be possible sometimes, especially if you are not online or do not have any support staff. However, you should always respond as soon as possible. Quick response will establish the credibility of your business. If you are receiving a lot of queries, you should have someone to answer for you when you are away or have a regular staff for your support.



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Everett

If you are ever selling a product or service, then you MUST have a support system of some sort. A lot of people these days will not buy from a website that does not have a great support system. Think about it like this, if you only offer email support for your website then customers may think that you do not actually care about them nor their purchase. To combat this a GREAT support system is crucial for your business.

Here are some great support system functions your website should have/be using:

1. Live chat
This can help you reach users that are active on the website, and if they have any questions they can go straight to the source without having to navigate the website by looking for FAQ content or other help pages.

2. Social Media
Facebook offers a nifty messaging system, utilize this -- it will help greatly with customers whom seem addicted to social media platforms.

3. Ticket System
You should have a great support ticket system, AND a live chat, this will help you gain more buyers for your products and services. They will feel more comfortable buying from you if you other this.



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Martinsx1

Having a support system is purely different from running an active support system because it's going to be very annoying when a potential client or visitors have a pressing matter that needs immediate attention but after reaching out to support, but it takes awfully more than 24 hours to respond to the matter, such support system is 100% dead in my opinion. Having an active running support system means having a support with 98% chance of quick response and this pleases anyone that tries reaching the support for one reason or another.



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blackmist

Most of the things that I don't like is a poor support to the customer. Some of the website's that I visited mostly reply within the day or two but I have this experience wherein it took them 5 days before addressing my claims. A good support team is required so that the customer won't wait that long before receiving a response. Quick response make the customer feel more comfortable visiting a site if they know that someone will immediately respond to them if they need something.



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