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Last week I experienced the worst thing that can happen to a website owner – my website was hacked.

My first thoughts were that everything had been deleted, passwords had been changed and that my website had been used for illegal purposes such as sending spam.  Then I began thinking about how the hackers actually gained access to my website.  Did they have access to my computer and all the passwords and private information that is stored on it?   It really was a sickening feeling and I never want to experience it again.

Even now, around a week after my website was hacked, I’m still not 100% sure about what the hackers have done.  I got in touch with my hosting providers who provided excellent support and scanned my website for any code that looked suspicious.  They also gave me links and information about what to do after your website has been the victim of hacking.   It appears the hackers targeted my WP theme files in order to display a message about Iran.  This message was easily removed by copying across the original theme file from one of my other blogs.

Needless to say I’m more security conscious after all of this.  I scanned my computer and downloaded KeePass which will enable me to manage the passwords for my online accounts more easily.  I’ve been very lucky.  The hackers could have easily done so much more damage by deleting files or posts or installing viruses.

I’m still left with the feeling that the hackers could strike again but for now I will take action by changing passwords and by following the advice of my hosting provider.

5 Reasons To Provide Good Customer Support

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.