In this blog post I have something I want to get off my chest and it relates to Customer Support.
I recently had a bad experience after buying a script online from a well-known Internet Marketer. I won’t mention any names here. The script was a WSO in the Warrior Forum and I paid a little extra for an upgrade which included a “Developers Licence.” It was only after I installed the script that I found it was encrypted in certain places and the User Manual didn’t give clear instructions on how to edit the script.
After my first request for support I received an email asking for more information and ftp details etc. so I replied and waited for their reply. After waiting for 2 days I sent the email again but I didn’t get a reply after a further 2 days. As a last resort I asked for a refund in Paypal and the seller contacted me to resolve the issue after a few hours.
Anyway, this experience has led me to compile this short list of reasons why Customer Support is vital to any online business and it can also apply to offline businesses too.
A Customer May Recommend Your Services or Products
A customer who experiences good customer support may tell their friends, family or even their list of customers/subscribers about their experience and your reputation will grow.
A Customer Is More Likely To Return
A customer will be more confident about buying your products or services if they know they will get a prompt and helpful reply if they need support.
Poor Customer Support Could Lead To Disputes
As my experience shows, poor customer support could lead to disputes with Clickbank or payment processors such as Paypal. In extreme cases, this could be disastrous for your business.
A Good Reputation On Forums and Twitter
In today’s world of Social Media everyone is sharing their experiences on forums and in Twitter and Facebook. More and more Internet Marketers are offering their products as WSO’s in The Warrior Forum too therefore it is vital to maintain a good reputation if you want your business to be a success.
Use Customer Support To Build Relationships With Your Customers
A customer may send many emails to you therefore it is possible to build good relationships with them and maybe learn a thing or two from them. You might also find JV partners or someone who could provide a service to you.
So, that’s the end of my rant. I hope I’ve been able to show you some of the reasons why it is so important to provide good Customer Support.