Ideally, when you perform customer service, it is done on a one-on-one basis with each of your customers. That works quite well in the offline world - but on the Internet, that simply will not do. Remember that you are dealing with customers all over the world, and unless you have teleportation powers or some sort of time-space continuum, you cannot expect to give each and every one of them customer service. That is where an autoresponder comes in.
The act of customer service with autoresponders is surprisingly easy. When an order is placed, an autoresponder can send out the receipt for the sale, the information for accessing the product, and a 'thank you' email. And it doesn't matter whether you are at work and in control of your PC or chillin' at Cabo and catchin' some rays! But customer service doesn't always end right there, and if you are away from your computer, you may be letting your customers down!
For instance, an elderly gentleman sees your product advertised and places an order. And everything is hunky-dory so far, as our friend Milt gets everything through his email - the receipt, the instructions and the "thank you" message. Unfortunately for this granny, you have released an ebook in PDF form - oh noes! Without his techno-savvy son Michael to guide him through, Milt hasn't the foggiest idea about "PDF files" and "right click to download" might as well be a foreign language. He needs additional customer service for the product that he has purchased, and there is nobody available to help him - nobody but an autoresponder.
Given the above example, you will want to make "Otto Responder" a bit more helpful - this means setting up another autoresponder that would send out a master list of product FAQs or common customer service concerns. Plus, you also want a support autoresponder in place. So let us now assume Milt sends a message to the support team, he will be contacted instantly confirming the receipt of his message and how expediently his concern will be handled. This will give him some measure of comfort, and in most cases, he will wait that specified period of time for assistance.
Unfortunately, if Milton still cannot follow the download instructions and gets no proper response from support, it wouldn't take a snap of a finger to get him upset or probably angry. Five minutes - consider that - five minutes to setup a basic autoresponder message, and that could be the difference between Dr. Milton Jekyll, the distinguished gent, and Mr. Milton Hyde, the irate, elderly madman.
Give serious pause to your ordering process and ask yourself seriously, "what could be the problems that may arise in the future?" Get an autoresponder set up to address those problems, and you will find that your customers are more satisfied with your products, and extremely satisfied with your customer service - all because your autoresponders handle their problems right away!
The act of customer service with autoresponders is surprisingly easy. When an order is placed, an autoresponder can send out the receipt for the sale, the information for accessing the product, and a 'thank you' email. And it doesn't matter whether you are at work and in control of your PC or chillin' at Cabo and catchin' some rays! But customer service doesn't always end right there, and if you are away from your computer, you may be letting your customers down!
For instance, an elderly gentleman sees your product advertised and places an order. And everything is hunky-dory so far, as our friend Milt gets everything through his email - the receipt, the instructions and the "thank you" message. Unfortunately for this granny, you have released an ebook in PDF form - oh noes! Without his techno-savvy son Michael to guide him through, Milt hasn't the foggiest idea about "PDF files" and "right click to download" might as well be a foreign language. He needs additional customer service for the product that he has purchased, and there is nobody available to help him - nobody but an autoresponder.
Given the above example, you will want to make "Otto Responder" a bit more helpful - this means setting up another autoresponder that would send out a master list of product FAQs or common customer service concerns. Plus, you also want a support autoresponder in place. So let us now assume Milt sends a message to the support team, he will be contacted instantly confirming the receipt of his message and how expediently his concern will be handled. This will give him some measure of comfort, and in most cases, he will wait that specified period of time for assistance.
Unfortunately, if Milton still cannot follow the download instructions and gets no proper response from support, it wouldn't take a snap of a finger to get him upset or probably angry. Five minutes - consider that - five minutes to setup a basic autoresponder message, and that could be the difference between Dr. Milton Jekyll, the distinguished gent, and Mr. Milton Hyde, the irate, elderly madman.
Give serious pause to your ordering process and ask yourself seriously, "what could be the problems that may arise in the future?" Get an autoresponder set up to address those problems, and you will find that your customers are more satisfied with your products, and extremely satisfied with your customer service - all because your autoresponders handle their problems right away!
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