Continued from page 1
To implement a basic support program, you should have an email address devoted solely to support requests. This will allow you to set priority for these requests so they do not slip through cracks.
Moreover, your customers, like you, expect to receive a timely response to their questions. If it's impossible to respond within minutes of receiving an email, at least get it done some time that same day. Your customer will not hesitate to take his/her business elsewhere.
If you know what ICQ is, I highly suggest that you implement it so as to enable your customers to access your support person when they are online so that requests can be handled instantly. If you do not have ICQ and need to learn more about it, visit Mirabilis to download it free.
In addition to ICQ, your support program should include new web based tools that can help you to manage and fulfill customer support requests.
One of these web based tools that we highly recommend you implement is Humanclick. This tool allows you to interact live with your customers on your web site. If you are not available your customers can use Humanclick's convenient "leave a message" function to do just that, leave you a message.
Due to number of technical support issues that may crop up when operating an e-business you can become overwhelmed if you do not have a well trained, technical staff. If you are fortunate enough to have a technically sound staff you can offer support on your own site.
If you are not technical and do not have a staff, have no fear, now you can utilize an awesome service from Expertcity. Expertcity is a company that offers free and low cost technical support for anyone right over web. The service is great and people there know what they are doing. Many companies are now outsourcing their technical support issues to them.
Once you have these mechanisms in place, you should then set up a call tracking program that you can use to keep track of your support requests and their status. This can easily be set up using a spreadsheet or database program.
Many programs may even have templates that you can use to set up a customized call tracking manager. This is important as it will save you time and also let you track progress of requests until they are completely resolved. The goal is always to strive for complete customer satisfaction.
If you can develop a reputation as a company that supports its customers, you will be well on your way to developing a successful Internet business. The web offers many free and low cost options that can be easily set up to allow you or your staff ability to excel at this very important and integral part of your business.
Marc Goldman - Since 1999, The Ultimate Marketers Resource has been the only system enabling you to manage EVERY aspect of your business from Autoresponder services, Mailing List services and management, Lead Generation, and Ad Tracking, to Viral Marketing and much, much more remotely from anywhere in the world, anytime, from any computer for a low monthly fee. Click here to learn more before your competitors do: http://success.goldbar.net