Ideally, when you perform buyer service, it’s done on a one-on-one basis with each of your customers. That works quite well in the offline world – but on the Net, that simply won’t do. Your customers are literally all over the Earth, and there’s no way that you can truly deal with each one of them in person. That’s where an autoresponder comes in.
Buyer service with autoresponders is quite easy. When an order is placed, an autoresponder may send out the receipt for the sale, the info for accessing the product, and a „thank you‟ e-mail.
This occurs whether you’re logged in to your computer or on vacation in an exotic location! However customer service doesn‟t always end right there, and if you’re away from your PC, you might be letting your buyers down!
For example, an elderly gentleman sees your product advertised and places an order. Everything runs through just fine, and he receives the receipt, the download info, and your „thank you‟ e-mail.
Your product is an ebook, compiled into a PDF file. This certain gentleman doesn‟t understand what a PDF file is, and he has no clue what you mean by „right click to download.‟ He needs additional buyer service for the product that he has bought, and there’s nobody available to help him – nobody but an autoresponder.
Arrange an additional autoresponder that will send a list of frequently asked questions or issues that deal with buyer service or how to access the product. Likewise arrange a support autoresponder.
If he sends off a message to support, he ought to get an instant message back letting him know that his message has been received, and how shortly it will be addressed. This will supply him some measure of solace, and in most cases, he will wait that assigned time period for assistance.
All the same, if he doesn‟t know how to download the product, and he sends off a message to support, and nothing occurs, he will most likely get very dissatisfied in a very short time period. The difference between a patient buyer and an irate buyer is one simple autoresponder message that can and should be set up in under 5 minutes.
Truly think your ordering process through, and consider the potential issues that might occur for your buyers. Get an autoresponder set up to address those issues, and you’ll find that your purchasers are more satisfied with your products, and exceedingly satisfied with your buyer service – all because your autoresponders handle their Issues immediately!