Everything you need to know about Customer Support

Forum and Faq

It is very important to have a working customer service. If you are a one man company and have too much to do make sure you make a huge FAQ or maybe a forum when people can ask you questions and you can answer when you have time. Also make sure that you structure the forum in such a way you not have to repeat what you are saying over and over. Many forums have no topic and not use a working search. People will ask the same question even if the answer maybe just a click away.

Emails

Make sure that you not have to many emails that you never check, sure it looks fancy to have 10 different emails but its much better to have a contact form and people can fill in the topic. But still email is not for a one man company since you going to get an overload with email.

Live chat

Many do the mistake buying a live chat or support program that they never use or always show the red light that they are offline. There is no point having a support program if there is never anybody to check the message. Customer will feel that you not taking care of the website. If you want to save money have to Msn, Yahoo or Skype account but make sure there is some one online there to check.

Telephone

Telephone is a bad idea if you are a small company because telephone takes time and you will get stuck in long conversations about the Irak war or the local weather. If you not record it you will have to write down everything they say and will loose lots of time and energy.

Outsourcing
If you want to outsource the customer support make sure that you not just hire someone that’s going to say “hello we will get back to you”. Then it’s cheaper and better to have a auto reply email. Make sure that the staff knows about your company and they can actually answer everything that the customer asks or that they can point them to the forum or something.

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