Saturday, July 23, 2011

How to Provide Top Customer Service by Autoresponse

How many times have you submitted an online form or email to a help desk only to wait days for a response?

I'm usually annoyed when I go to online help screens, complete all the information required, submit the form and then wait and wait for a response. Some of the firms I email have 24/7 help desks, but for some reason still can't manage to reply under several days.

The best way to deal with some of these issues is to set up an autoresponder in your email system that sends an immediate reply with details of how common problems may be dealt with. This may include FAQ (Frequently Asked Questions) details for your customer to look at just in case the FAQs have the answer the customer is looking for. This means your task has been completed and usually customers will be happy at having received such a swift response.

Alternatively, you can detail solutions for some possible problems and provide another email link for people to get a personal response if you haven't provided what they want. This will eliminate some queries.

While I have always thought that if there are FREQUENTLY asked questions, a business hasn't done it's job well initially, people do not always read everything available to them and therefore questions do arise.

Providing good customer aftercare is vital as it makes people realise that you aren't just after the sale and have an interest in their use of the product. It's easy to set up an autoresponse and it will mean that the number of queries you have to deal with personally will drop as customers find answers to their own questions.

How good is your customer aftercare? Perhaps now is a good time to take a look.

Robin

1 comment:

  1. Anonymous6:42 AM

    I just had a run-around trying to download a product from Microsoft's Volume License site. I know what you mean about customer service!

    ReplyDelete

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