Within any business, customer support is your lifeline to not only keeping your potential and existing customers happy, but also instilling trust in you and your services so they’ll buy again in the future.
Without it, you’re practically dead in the water.
But for some reason, in the “Internet Marketing” / “Make Money Online” industries, having good customer support is actually a rare occurrence…
Many people don’t deliver what they promised, reply to your emails, or answer your questions… and if they do, it takes them forever to do so.
This not only means their refund rates are sky-high (meaning they actually keep very little of what they earn), but they gain very little repeat customers, so they’re always in the “churn and burn” cycle.
Personally, I always strive for the best customer service possible, hence why we answer all of our support queries within 3-5 working hours.
Because of this, my refunds are super low, my existing customers are happy to keep buying time and time again (because of the positive experience), and I have a good reputation in the industry.
In fact, I’d even go as far as saying that without my good customer support, I wouldn’t be as successful as I am today.
Here’s how you can do the same…
Before you do anything, you need to understand what good customer service is.
Firstly, it’s all about being professional. No matter how annoying a customer is (or how wrong they sometimes are), you are running a business, and you need to be courteous to them at all times, empathizing with them as much as possible.
In other words, see things from their perspective.
Are they emailing you five times in 10 minutes because they’ve been screwed over before, and are worried about the same thing happening again?
Are they being aggressive because they’re totally frustrated with not being successful?
As a person, it’s a natural reaction to get annoyed and want to respond with your side of the “argument”. But never give in to those temptations, as your main aim is to provide a solution to their problems – not make things worse.
If you’ve tried doing your own customer service and this is a real problem for you – or you just don’t have the time to do it yourself – hire someone else to do it.
Lastly, you need to have the necessary methods available for your customers to contact you…
1) Support Desk
As email is so unreliable these days, our replies often get lost in cyberspace somewhere (or usually go right into people’s spam folders), resulting in our audience thinking we never replied to them.
To fix this problem, you should always have a support desk installed on your website (don’t worry, there are paid and free versions).
I’d recommend registering a new domain name like www.YourNameSupport.com (e.g. JamesFrancisSupport.com), or if your budget is tight, use a forward slash on your existing domain, e.g. www.YourWebsite.com/support .
That way, your customers always know where to go if they need help, and there’s a much higher chance they’ll actually receive your replies.
The best paid softwares available to accomplish this are:
… And if you’re just starting out, I’d recommend going for a free alternative:
Either will do fine – just be sure you have one available to use.
Although you already have a support desk, you should also have an email address dedicated to your support queries. This will also be the email address you use within your support desk.
And no, we’re not talking about using your “email@example.com” email address, either!
Instead, create a “firstname.lastname@example.org” email address within your cPanel (instructions here).
From now on, use that email address as your “From” email when communicating to your list, and for talking to your prospects and customers (no using it to opt into other people’s lists!).
Although this isn’t something widely talked about in the Internet Marketing niche, we’ve recently started doing it, and it’s working amazingly.
When our customers join our programs, we collect their phone number upon member registration, and then our customer support manager, John Coates, phones them up (at a time convenient for them) for a quick chat – not to sell to them (like most other people use it for) – but to check they accessed their members area correctly, and answer any questions they may have.
Over the past 2 months when we’ve had our “introductory call” implemented, we’ve plummeted our refund rate to record lows – meaning we actually get to keep a lot more of what we earn.
All because of following up with our customers and being as helpful as possible to them.
So to recap:
- Create a professional email address to use with your customer support
- Install a support desk and use the URL everywhere
- When you’re more experienced, phone your customers (or get someone else to do it) to check if everything is going well for them
- Be professional when answering your support queries, being as empathic as possible
If you do this, your business (and your income) will grow faster than ever –
I guarantee it.
- James Francis.
P.S. What do you think of this? Do you have any questions? Leave a comment below!