If you’ve got a business, you probably know that autoresponders can automate a lot of what you do for follow up. However, this isn’t necessarily true in every situation. In that case, if you can, having actual people follow up for you can benefit your business greatly.
When a person joins your list and takes whatever initial offering you give, they may need more than an email thanking them for their purchase or a welcome to the list message. In some cases, the follow up needs to be done by a live person one on one, over the phone. Let’s face it; have you EVER seen an FAQ section that answered every question you had? No. It doesn’t exist.
If you call someone live (or you have someone do it for you), the customer can ask whatever he or she wants to and get an answer immediately. Today, we live in a world of immediate gratification, where “right now” is the norm. To beat competitors, you can do things faster and better — and right now — with some live calls. Do things right, and you’ll stand out.
In today’s convenient world of email, a phone call can be a very powerful tool indeed. Talk to a new subscriber, and you’ll be sure to impress him or her simply because you took the time to call. Many people are also more comfortable doing business with people over the phone then they are doing it via email.
If you can’t necessarily do live phone calls, why not try the option of live chat instead? It combines the immediacy of the phone call with the convenience of email, and it’s a little bit more streamlined than a phone call, too, so that it’s more efficient. Even so, it’s still beneficial to you as a business owner because you’re providing immediacy to your customers — and they benefit, too.
If you offer live customer service, you are in effect saying to your customers, “I care about you, and I care about your satisfaction. If you’re not satisfied, please talk to us.” Having the ability to get in touch with you can set you apart from your competition, for your customers. It also shows that you’re confident in your products and yourself, so that you can talk to customers anytime. This is a very powerful business “technique” that can’t be bought. Simply, you care about your customers and you put in the time showing it.
So after that customer joins your list, have someone waiting to give them a call within five or ten minutes. Don’t announce it to them; just call them and do the “welcome to XYZ Company and how can we be of service to you” type of thing. Your customer will be so amazed that there are real people at the other end that they will probably re-visit your site within 12 hours. Even better yet, they will tell other people about it and they will visit, probably join and start buying.
You can get all of these benefits from just one small five-minute phone call or chat on the Internet.
It’s also beneficial because you can get information from a customer by chatting with them live that you could never get with email. Perhaps you can ask the customer what else they’re interested in. You might have something they’d like to try. Or, perhaps they have a hobby you can help them with.
When you talk to customers, you never know what’s going to happen. Using these phone calls or live chats as follow-up can give you valuable information you would never get otherwise — and it’s just good customer service, too.
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