Throughout this lesson series we’ve been looking at how to develop an information product and sell it online.
But it seems it wouldn’t be right for me to go through this entire lesson series teaching how to sell stuff online, if I didn’t also take the time to talk about supporting your customers.
(Watch this video…)
1) It’s the right thing to do.
2) It’s good for your business. (Fewer refunds, more repeat business, referrals, etc.)
– Presales questions
– Download problems
– Opening/reading the files
– Product-specific questions (How to use it, etc.)
– Refund requests
– Billing cancellation (for recurring billing products)
Telephone (including VOIP, Skype)
-the old-school standard.
-putting a phone number on your sales page can help your conversion rate.
-it could help your business, but you DON’T have to provide phone support. (I don’t)
-if you offer personal coaching/consulting… phone is expected.
-if you do offer phone support; outsource it or hire staff ASAP.
-If you don’t offer phone support, make sure your other method(s) of support are accessible and reliable.
-should be viewed only as a supplement to your support.
-Live chat is a great solution for anyone who has an outsourced support staff.
-Hosted chat solution is better suited than a standard IM.
Social media (ie. Twitter)
-Good because it focuses on building relationships with customers.
-Supplemental only… won’t work for all support.
-Use with caution; it can be a huge time suck (I don’t use it for support).
-Ideal when the support is beneficial to many customers.
-Good for peer-to-peer support.
-Standard communication medium of the internet.
-See lesson #26
-Not easily scalable.
-Support ticket system works well.
-Better than plain email because it…
+Keeps track of the conversation
+Keeps track of the customer’s history
+Avoids email delivery issues
+Is easily scalable
+Can easily be outsourced
– When it comes to disgruntled customers… kill ’em with kindness!
– Once in a while, you may need to fire a customer.
– (See video for my tip about threats, bullies, and blackmailers)
– Use bonuses and/or your other products to reduce refunds. (see video for example)
– Automate your support by using templates and macros. (Resource: Push Button Marketer with Macro Marketer software)
– Outsource it ASAP!
1) Decide what method(s) of contact you’re going to offer to your customers, and implement it on your website.
2) Think about how you can use automation tools and outsourcing to support your customers as your business grows.
In the next lesson we’re going to start talking about one of my favorite marketing topics… list building!
As always, you are welcome to post your questions and comments below.
Have a great day!