Are Your Customers Getting the Service They Deserve? Staff

Updated · Mar 26, 2001

By Jim Kelton

Through the effective use of the Internet, businesses are finding that they can increase their level of service to their customers. An on-line support service provides a unique opportunity to provide information to your customers and prospects where and when they need it. Information can immediately be delivered directly to the desks of interested parties 24 hours a day, 7 days a week.

An easy-to-use automated information system can provide a free service to your customers while at the same time attracting new and repeat business. Response systems are designed to take the workload off of your sales and marketing staff and deliver information to your customers and prospects in an efficient and timely manner.

We use an autoresponder from Smartbotpro to help us provide enhanced customer service to our clients. The Smartbotpro site allows us to send a variety of follow-up emails designed to provide targeted information on a predetermined schedule.

Automated response systems can be used to provide some of the following types of information:

  1. Company information
  2. Detailed information on a specific product or service
  3. Sample case studies showing how you have helped others in similar situations
  4. Client testimonials
  5. Special promotions and other offers
  6. Time critical information
  7. Answers to Frequently Asked Questions (FAQ)

If cost is an issue, some companies are finding that they can subsidize their automated information systems through the use of advertising. Banner and emailed response ads may minimize the costs involved. Most customers don't mind the advertisements since the increase in customer service outweighs the inconvenience of the advertisements. For a slightly higher cost, higher end automated response systems are available that eliminate advertisements from communications to your customers.

So whether you provide lower end solutions with advertisements or higher end implementations without such subsidies, your web site and your use of automated information systems can increase your level of customer service.

Reprinted from InternetDay

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