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This is valuable information for a company and it shows that our customers are being helped and very QUICKLY!
A happy customer is a lasting customer.
There are quite a few ticket systems out there, you can do a search on a search engine and find a few, ask around and find out what your associates are using. The key is to find one and put it to use.
FORUMS - Customer Support
Another tool that is used for customer support are forums. Forums have a way to bring your customers together in one place where they can report or comment on issues, programs etc. All answers and questions are open to public to see and this may help another customer with their issue. By displaying comments, suggestions, etc in a forum, your customers have a tool they can search through and most likely find answer to their issue. By having a forum and letting your members access to it, this could slow down actual customer support your company deals with on a day to day basis.
There is a wide variety of forums that are available with unique and standard features. Search around, if you know of a company that uses a forum for customer support, find out where to purchase it from, how company likes it, pros & cons. We have seen quite a few companies with a forum that is provided by Gossamer-Threads http://www.gossamer-threads.com/scripts/gforum/index.htm - it is loaded with features and pretty easy to setup.
Other companies that provide forum software:
http://forum.snitz.com/ http://www.usebb.net/ http://www.wowbb.com/
LIVE CHAT SUPPORT
Live chat support is another affordable and efficient tool for providing customer support and is integrated into your website pages through either java or pre-written HTML code provided to you. Usually how this works is a box or image is then displayed on your website that says Live Support, or something to that affect, when clicked, it will take your customer to your live chat support. Your potential customer can ask you questions right then and there. This may be very helpful in securing a potential sale, or from losing a customer.
Here are a few different companies that provide chat support software:
http://www.liveperson.com/ http://www.livechatnow.com http://www.websitealive.com/ http://www.realchat.com/ http://www.sightmax.com
There are a lot of choices for software and tools that will help you deal with customer support issues. The only bad choice that can be made is NOT to choose one and use it.
Ignore your customers, provide dishonest answers and take multiple days to answer; You may as well fold up shop now. Your customers will not be there tomorrow.
Your Customers IS your business and sooner you realize that, better off your customers and your company will be.
Make choice and prosper!
Be sure to check out Val's ebook Working From Home: Achieve Extreme Success Guide http://www.1-working-from-home.com
Val Burnett is Owner of many responsive marketing programs found at http://www.mbpadvertising.com Plus publisher of MBP BizMajic News 38,000 Subscribers http://news.mbpadvertising.com------------------------------------------------------------------