Many online home based business owners overlook the need for establishing a good customer support system. More than ever now it is an essential part of doing business online if you want to avoid the chance of not only losing customers but also of having dissatisfied customers complaining elsewhere of the web about your lack of interest in offering a reasonable customer support service online. Something like this can destroy your reputation and your business in no time flat.
So to avoid this kind of dilemma it would be worth your while to create a customer support system. This could involve adding either a ticket system to your help section or a form that the unhappy customer could fill out online. Whichever method you choose to use, remember that it must be capable of fulfilling the functions of customer support. All it really means is that a customer is able to contact you with a problem and you should be able to send a response within a reasonable amount of time.
Another way to go that could be more practical for you is to outsource your customer support online. There are a variety of choices when it comes to customer service systems that can handle all the support you may require, and most of them will charge you based on the total volume or alternatively with a flat fee.
Some months may be quite inexpensive but you will get others where the expense increases. If you find that you are consistently receiving requests for support then it is possible that you may not be offering enough information, to begin with. Many of the usual types of customer queries can be eliminated by having an FAQ section on your website.
You may find sometimes that a lot of the queries you receive in the customer support section are coming from time wasters who are not really interested in your products and are just trying to get a feel of your business or your opportunities. One method that you can use to limit the time spent dealing with people like this, is to create a “barrier to support”.
This does not mean that you should make it unreasonably difficult for anyone to get help, but in a lot of cases when you insist on somebody validating the email address or registering for support this will be enough, because most of these people just want quick and easy answers, which really means that they are not that interested anyway and are never intended to buy the product in any case.
Most of these people just want quick easy answers and do not care enough to put any effort into finding it out on their own, which in most cases means that they are not that interested in your actual product or service.
With this you can see that by creating an excellent online customer support system will need some attention, however, at the same time, it does not have to be all that difficult either. It really is a matter of allocating enough resources so that the system is efficient and most of this can be done by outsourcing.
All you need to do is make it a system that will discourage the time wasters and allow you to spend time with customers who are actually interested in your product or your online business.