Questions

I will obviously have an email address. But what about a phone number? The problem is that its home based and that least in the beginning we won't have any one that will be able to answer the calls.

How you handle customer service can have a major factor on how delighted customers are after the transaction. Even more important it can drastically impact your initial conversion rate. Buyers often look for "trust items" like a phone number, email or even a physical address prior to purchasing.

The most inexpensive dedicated phone number can come from setting up a free Google Voice number. Have the recording identify it as your business and let they caller know when to expect a response (after 5pm, with in 24 hours, etc). Then you can call them back from your personal phone (you can block the number if you choose) at your convenience.

With regards to email avoid the free YourCompany@gmail.com and opt for the website name to be after the @. This can be set up via GoogleApps or Go Daddy for $5/mos. Set up an autoresponder that assures them their email was received and lets them know when to expect a reply.

Many customer service calls can be avoided by being proactive after the sale. Set up autoresponders that sends them the tracking number, directions for the product and even a video of how to use the product. Our experiences have shown that customers amerce more likely to read and watch the instructions via email prior to the package arriving. This cuts down on questions and ultimately makes for a more delighted customer.

Finally avoid the urge to outsource customer service. This is customer feedback that you need. You can use it to improve your product and process as well as great content for FAQs and blogs. If one person asks you can be sure there are hundreds more with the same question. You want to be the one providing the answers and winning trust, traffic and thought leadership.


Answered 5 years ago

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