Ideally, when you perform customer service, it’s done on a one-on-one basis with each of your customers. That works quite well in the offline world – but on the Net, that simply won’t do. Your customers are literally all over the Earth, and there’s no way that you can truly deal with each one of them in person. That’s where an Autoresponder comes in.
Buyer service with Autoresponders is very easy.
However, take care.
Classic Autoresponder set-up.
When a customer places an order, your sales process triggers an Autoresponder to send out the sales receipt, the access information to access the product, and a ‘thank you’ e-mail. All of this is done within minutes of the sale being confirmed. This process occurs 24 hours a day, 7 days a week, whether you’re logged in to your computer or on a well deserved vacation. This set-up will work for 99% of the time and will fulfil all of your customer service needs. However there is always exceptions to the norm, so what happens then.
The Exception to the rule.
An elderly gentleman sees your product advertised and places an order. Everything runs through just fine, and he receives the receipt, the download info, and your ‘thank you’ e-mail.
Your product is an e-book, compiled into a PDF file.
This certain gentleman doesn’t understand what a PDF file is,
and he has no clue what you mean by ‘right click to download.’
He needs additional buyer service for the product that he has bought,
and there’s nobody available to help him – nobody but an Autoresponder.
If he doesn’t know how to download the product, and he gets no response from support despite numerous messages he sends off, he will become very dissatisfied very quickly. All he needs to do now to kill your businesses reputation is a few well placed social media posts.
Fixing the problem
Set-up an Autoresponder linked to your FAQ page on your website. This will expand on the initial basic FAQ questions and should cover a list of issues that deal with buyer service or how to access the product.
Under the support tab on your website link this to your Autoresponder service. This can be a very simple message which states, we have received your message & we will get back to you within a set time period (12 or 24 hrs).
Going back to the exception to the rule scenario above.
If our customer sends off a message to support, they ought to get an instant message back letting them know that their message has been received, and how shortly it will be addressed. This will supply them with some measure of solace, and in most cases, they will wait the assigned time period for your assistance.
Your Ordering Process
Take a moment to break your order process into easy to manage steps.
- Work out your sales process – (notepad & pen or tablet time).
- How does your customer get from shopping basket to delivery?
- Ask yourself – what happens if your customer cannot complete the order process?
- Ask yourself – what happens if your customer cannot download your product?
- Place a dummy order and iron out any kinks in the process.
Your Autoresponder Sequence.
- When was the last time you confirmed your Autoresponder sequence & messages?
- Consider the potential issues. Are your messages being delivered on time?
- How does your FAQ Autoresponder Sequence Trigger?
- How does your Support message sound?
By setting up & truly understanding your ordering process from your customers point of view, you can add Autoresponders to address delivery, support and FAQ’s.
By addressing these issues early you will find that your purchasers are more satisfied with your products, and exceedingly satisfied with your buyer service – all because your Autoresponders handled their Issues immediately!
Remember customer service doesn’t always end at the point of sale, and if you are away from your PC, you might be letting your buyers down! The difference between a patient buyer and an irate buyer is one simple Autoresponder message that can and should be set up in under 5 minutes.