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No Customer Left Behind
by: Jim Edwards
© Jim Edwards - All Rights reserved
http://www.thenetreporter.com
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-

As more companies make the jump to cyberspace every week and billions of dollars flow across the Internet, nobody can deny that ecommerce plays a significant roll in business today.

However, as the aisles of your local online shopping site get more crowded, the tendency for customer service issues and contact to fall through the cracks increases dramatically.

The main problem for any site revolves around the fact that email as a means of communication has become unreliable over the last couple of years.

Spam (unsolicited commercial email) lies at the heart of the problem since it clogs the email boxes of both the company and the customer.

In an attempt to stem the tide of spam, email gets filtered, lost, or deleted on both sides, often leading to hard feelings as customers think their emails have been ignored when actually they've never been received.

As a result, many companies, large and small, have started using "help desk" software to manage their customer communication.

Gone are the days of just emailing for support and getting a simple reply back from a live human being on the other end.

Spam makes it impossible for a company of any size to operate with email-only support.

A help desk makes it possible not only to maintain a "chain" of communication, but also avoids messages disappearing into cyberspace.

Help desk solutions run the range from free to several thousands of dollars for a custom program.

Two very workable and reasonably priced solutions are Kayako.com and Perldesk.com.

(You can also do a search in Google for "free help desk software" if you don't want to spend any money.)

Both offer the choice of installing the software on your own server, or paying a monthly fee to get a copy of the software installed and maintained on the provider's server.

Which option you choose depends on your level of technical ability, level of customization needed, and how much support you'll need over time.

I suggest starting out with the hosted version until you get the hang of the system, then switch over to a version on your own server to avoid the monthly charges.

An online help desk operates fairly simply.

A customer submits a ticket through a form on your website, the customer support staff (even if it's a staff of one) responds to the ticket through the website, and all communication gets posted on a private web page.

Both Kayako and Perldesk enable customers to search a "knowledgebase" or collection of articles to try solving their problems on their own (especially during non-business hours), thus frequently eliminating the need to get a live response.

Anyone who does business online should consider installing a help desk solution from the start rather than putting it off until the future.

Get your customers conditioned to operating with a ticket system rather than switching on them in mid-stream once your business gets too busy to handle support via email.

Here are a couple of other tips to help you.

Designate one person to act as the "sorter" answering the basic issues, then referring off the ones they can't answer to other staff members.

Also, post your help desk hours and stick to them.

Answer questions the same day if possible, but no later than the next business day.


About the author:
Jim Edwards is a syndicated newspaper columnist and the co-author of an amazing new ebook that will teach you how to use fr^e articles to quickly drive thousands of targeted visitors to your website or affiliate links...

Simple "Traffic Machine" brings Thousands of NEW visitors to your website for weeks, even months... without spending a dime on advertising! ==> http://www.turnwordsintotraffic.com



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20 Ways To Increase Website Traffic and eBook Sales


Here's a fast, easy list for you. Use it as checklist to see what you need to do to increase traffic. Or use it as a review list if you have already been working on improving your website traffic. It will help you find ways that you might have known or forgotten.

1. People love to receive free or win free stuff, whether they really need it or want it. A free eBook is perfect to satisfy those needs over the Internet. They will visit your website to get the free valuable information.

2. Give away the full version of your eBook in exchange for testimonials. You can use these customer statements to improve your ads' effectiveness.

3. When you create an eBook, you change your image to "Expert." This will gain people's trust and they will buy your main product or service quicker.

4. Publish your website in eBook format. Put the eBook on a disk or CD-ROM then include it with your direct mail packages. This can increase the number of people that buy your product or service.

5. Offer your eBook as a free bonus for buying one of your main products or services. People will buy the product or service more often when you offer a free bonus.

6. Allow people to download your free eBook, if they give the e-mail addresses of 3 to 5 friends or associates that would be interested in your eBook. This will quickly build your e-mail list.

7. Create a directory of websites in eBook form. List peoples websites in the directory that will agree to advertise the eBook on their website or e-zine (electronic newsletter). This will give them an incentive to give away or advertise your eBook.

8. Allow other people to give away your free eBook. This will increase the number of people that will see your ad in the eBook. You could also include a mini catalog of all your product or services that you offer in the eBook.

9. Gain new leads by having people sign up and give you their contact information before they can download your eBook. This is a very effective way to conduct market research.

10. Make money selling advertising space in your eBook. You could charge for full-page color ads, classified ads or banners ads. You could also trade advertising space in your eBook for other forms of advertising.

11. Give away the eBook as a gift to your current customers as a way of letting them know you appreciate their business. Place an ad in the eBook for a new back end product you are offering

12. Get free advertising by submitting your eBook to freebie and freeware/shareware websites. This will increase the number of people that will download your eBook and see your ad.

13. Make money by selling the reprint rights to those that would like to sell the eBook. You could also make even more money by selling the master rights. This would allow other people to sell the reprint rights.

14. Hold a contest on your website so people can win your eBook. You will get free advertising by submitting your contest ad to free contest or sweepstakes directories. Just make sure you publicize the winner's information -- they love the acknowledgment.

15. You will gain valuable referrals from people telling others about your eBook. Word of mouth advertising can be very effective.

16. Make money cross promoting your eBook with other people's products or services. This technique doubles your marketing effort without spending more time and money on your part.

17. Increase your e-zine subscribers by giving away your eBook to people that subscribe to your e-zine. This will give people an incentive to subscribe. Allow your e-zine subscribers to also give it away to multiply your subscribers.

18. Give away the eBook to people that join your affiliate program. This will increase the number of people that subscribe. You could also create an eBook for them to use that will help them promote your product or service.

19. Give away the eBook in exchange for people leaving their contact information. This will help you follow-up with the prospects that buy your main product or service.

20. Offer a free eBook that contains a couple of sample chapters. If they like it, give them the option of ordering the full version. It would work just like a software demo or shareware.

You will want to print this list and keep it in your website improvement file if you aren't quite ready. Or add it to your planning list.

Catherine Franz, a Professional Marketing & Writing Coach, specializes in product development, Internet writing and marketing, nonfiction, training. Newsletters and articles available at: http://www.abundancecenter.com blog: http://abundance.blogs.com



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