subject: Why Customer Service Is Vital To Your Online Business [print this page] It is something that is grossly over-looked, in my opinion. People just don't think about it. They think about what they are going to sell and how they are going to market it, but they forget that the job doesn't always end after the transaction is complete.
Sometimes it starts before you actually make the transaction complete. Sometimes people will have questions about what you're selling, they just need some reassurance about something.
One thing that amazes me is the amount of people who don't respond to potential customers that have questions before they buy. I would say that 90% of the people that have a question for me about one of my products will go on and buy it, right after I answer their question.
People are either too lazy or too busy. If you're too lazy or too busy, then you need to hire someone to do your customer service for you.
You wouldn't believe how much repeat business that I get, mainly because of my customer service. Sure, I have great products, but having that great customer service just puts why I'm offering, really helps.
Customers will often times give me testimonials saying how much they appreciate and love my customer support. That can be a very powerful thing on a sales page. One of the big concerns that people have, especially if they're buying a digital product, is can they trust you?
I've bought digital products before and the download link didn't work. I tried contacting them and I never heard back from them. I certainly never bought anything from them before, I should of asked for a refund, looking back on it.
People need to be able to trust you to make sure that their transaction is secure, that their e-mail address won't be shared with a 3rd party, if you capture their e-mail address in the transaction process. They have to trust that you are delivering what you're promising on your sales page and that you provide support.
Trust is everything online. If you have their trust, you then have a chance at a sale. If you don't have their trust, you have no chance at a sale. Always remember this old saying when you want to sell online "Trust is Earned." One easy way to provide customer service is installing a helpdesk software or script where customers can easily contact you and where you can easily keep track of the customers and their issues or problems
