Customer Service... eStyle

BNET, my new favorite blog, posted a very informative article discussing how to provide great customer support online. The post is rich with tips on the right methods to use paired with economic factors. In essence, online support starts with an easy-to-use, well structured, content rich site that addresses many issues customers frequently ask about. But the website cannot answer all questions or handle all problems. You have to be able to go the next logical step, which is managing email, phone calls, online chat etc. Deciding which option(s) to choose depends on your customers, how much money you have and how much staff you have to devote to the task. That is why this article is so great. It gives you advice on how to make those choices.

If you get anything out of these posts, we hope you'll remember to always answer emails in a timely, relevant manner. Regardless of the technology you are using, make sure you can send some sort of an email (even an auto-responder is better than nothing) so the customer feels they are being acknowledged in some way. Wait too long, and you may end up losing a customer. Respond quickly, and you'll probably gain a loyal customer that refers you to a friend.

You might find this previous post useful too.
Fast Email = Happy Customers