Are YOUR customers YOUR business?
Customer support should be a high priority for any business, whether you are starting up or already established. At MBP Advertising, our motto is "Our business IS our Customers."
Daily, we strive to show our customers that their concerns, comments and their time is very valuable to us. By making customer support a high priority, it gives customer a sense of trust in our company and they know that they can come to us with any question and we will answer it and usually pretty quickly.
You need to make sure your customers receive same quick and efficient support. How you handle customer support can and will make or break a company. Too many companies now, concentrate on front-end sale, but very rarely work at keeping that customer after sale has been established. If you have a website that focuses on "free" products or services, these customers should be treated same as if they were "paying" customers.
If you treat all customers, whether paid or free, same and with respect, you will find these customers will be there for years to come. It is these customers, that will help you establish your company and they will refer others to you and continue to purchase or use your services.
Without customers, where would your business be? Each and every customer support issue, you need to address promptly, honestly and in a professional manner.
How can you handle customer support issues?
There are quite a few tools, software or programs that will assist you with dealing with customer support. The most favorite now is Help desk system. Many companies are integrating these support systems into their websites.
Help Desk Ticket System
This is one of more popular customer service systems being used now. With a help desk system, your customer can log a support ticket, they can track ticket and receive response they need. With most ticket systems, they also include a knowledge database, this is a place where you can put most frequent asked questions. By providing this, your customers may browse database and may very well find answer to their question, before having to log a support ticket.
All tickets put in by a customer are logged and saved in database. This is very beneficial, because you and customer can track what was previously said, what issues were and just by saving it, it is a place where your customers can reference later.
A help desk system will also help you analyze your customer support promptness but also it allows customer to rate service they received. This is very valuable information and will show you if your customers are happy with support responses and time it took to receive answers to their questions.
We use http://www.perldesk.com for our ticket system, it is affordable and is loaded with features. Liz Smith, handles our customer support and by logging into ticket system, I can see average response time as of May 2005 is 2 hr(s) 10 min(s) 35 seconds plus she has responded and closed over 5500 tickets since we installed ticket system just over a year ago. Our customers have rated Liz's prompt and helpful responses 5 stars!