service in a one on one base with each of your customers is ideal.
In the offline world it works quite well but on the internet it
fails badly. It is impossible to deal with your customers all
over the world personally. It is here the auto responder comes
into the picture.
Customer service with auto responder is easy and simple when the
order is placed it sends out the receipt for the sale, the information
for accessing the product and a thank you email. This
takes place whether you are at the computer or on a vacation.
But customer service does not end there. If you are not at your
computer you may be letting your customers down.
example say an elderly man sees your advertisement and places
an order for the product. Everything goes on smoothly and he receives
the receipt the down load information and your thank you
email. Your product is on a book compiled into a PDF file. The
gentlemen does not understand what a PDF file is and he has no
idea what exactly you mean by right click to download.
He is in need of additional customer service for the product he
has purchased and except for the auto responder he has none available
to help him.
up an extra auto responder to send out a list of frequently asked
questions that deal with customer service or how to access the
product. Have a support auto responder. If he sends a message
has been received and how soon it will be addressed. This will
comfort him wait till that time for help.
he does not know hoe to download the product and sends a message
or help and nothing happens he will be very much dissatisfied
very soon. The difference between a patient customer and an angry
customer is one simple auto responder message that can and should
be set up with in five minutes.
plan your ordering process and envisage the potential problems
that your customers may face. Install an auto responder to address
those problems. The customers will surely be more satisfied with
your products and extremely happy with your customer service as
your auto responders handle and solve the problems immediately.