4 Easy Steps to Better Online Customer Support - If you get...
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If you get a question you've answered before, just give them a link to the answer in another post.
Usually, other forum members are willing to answer a question that they've managed to solve ... for free.
Hiring extra help is as easy as adding a new moderator.
- Step 3: Install a Ticket help desk
Not all queries can be handled via a knowledge base and a forum. Sometimes there is a need for your customers to send you private information such as user names and passwords.
When a situation like this arises, you will need a way for your customers to send you the information without others being able to see it. One of the best ways to handle this is to set up an online ticket help desk.
A ticket help desk system will allow your customers to create a user account and log a ticket into your system. They can then send whatever information they need to send. You can even allow them to attach files. Most good help desks will also allow you to prepare pre-written responses for repetitive queries.
Again, a good web host would also have some kind of help desk script installation available at a click.
- Step 4: Use a good email software
And finally, you have the good ole e-mail. Which should be the last thing your customers resort to. After implementing the above three systems, you will find a remarkably reduced amount of e-mails you need to reply to. Customers are getting wiser. Most know that e-mails are seldom replied to. So, they would only resort to this as a last resort.
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