Not too long ago I ran a survey on my site asking visitors
what their main complaints were about shopping for or
finding information online.
An overwhelming number of people said: customer service.
It appears that many online businesses are not doing a
particularly good job of replying to inquiries in a timely
manner.
Questions about the product, customer requests for help,
constructive suggestions... they all go unanswered. I'm
not implying that every single email requires a response
- but legitimate inquiries certainly deserve one. They
give you the opportunity to display your product's benefits
and convert a visitor into a customer.
Making sales is always great... but building long-term
relationships with your customers is even better. Happy
customers are much more likely refer others to you. It's
free advertising at it's best! Wouldn't you be more
inclined to purchase something recommended to you by
someone you trust?
Customer service takes practice and experience. Here are
a few tips to get you started...
• Learn how to use your email software effectively. Use
filters, signatures, stationery, and address books to
automatically file and answer some of your email. This
in itself can save you a significant amount of time,
and it helps you to prioritize. Try to provide your
customers with the fast, helpful service they expect.
• Automate responses where appropriate. For example, use
an autoresponder to distribute free reports or download
links. This is far preferable to forcing your customer
to wait several days for a manual email from you.
Automation is a good choice for anything that does not
require a personalized response. It frees up your time
(time that can be better spent elsewhere) and it gives
your customer instant service.
• Create or find bonuses that you can give away to your
customers. Bundle them with a subscription to your
newsletter, a product purchase, or even offer them as
a 'surprise gift'.
• Show appreciation. For example, offer repeat customers
a 'loyalty discount'.
• Remember that words can easily be misinterpreted in an
email. Choose carefully.
• Listen. Encourage your visitors to write to you with
suggestions. Criticism may not be the nicest thing to
hear, but it can give you insight into areas of your
business that may need improvement. Give your customers
what they want and they'll be more likely to return.
The success of a business depends in large part on the
satisfaction of its clients. Not only can happy customers
refer others to you, but they are much more likely to
return for future purchases. A little extra attention
can go a long ways. Isn't it worth it?
About the Author
Angela is the editor of Online Business Basics, an
exclusive newsletter for eBusiness beginners. You don't need a million-
dollar budget to be successful! Find out how you too can
join the thousands quietly earning a living online:
http://www.onlinebusinessbasics.com/article.html