Create a Customer Support Follow-up Plan
You
will need a way to follow-up on customer input and feedback. Consider
carefully how you can use this input to keep in touch with what
customers are saying to you.
- Contact Us.
Most web sites have a "Contact Us" or "eMail Us" function of some type
that encourages site visitors to ask questions, report problems with
the site or with your product, and suggest new features, service
enhancements and quality improvements.
- 1-800-Call-Us. Many small businesses also have a toll-free number for phone-in orders and questions.
Asking
for input implies that you are prepared to act on it promptly and
efficiently. This requires that someone in your business be assigned to
follow-up duties and be trained to provide customer support. Web
purchasers have high expectations for turn-around time and service
quality.
Some businesses outsource this activity to a call
center if the volume of support requests is sufficient. Be sure the
people doing this important work are trained and equipped with the
information they need to provide a high level of customer support. Most
turnkey services will provide this as one of their offerings.
List your strategies for opening and handling in-bound customer support.
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