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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 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
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 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
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
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
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
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 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
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