A look inside the profitable world of online marketing.
Why I hate providing customer support…
Erik Stafford here… and I hate providing customer support.
How terrible! How could he feel this way, you might be asking yourself.
Want to know why I hate it so much?
Well… I remember when I was first building and testing The Faster Webmaster. I had bought a script that I was trying to install and use to manage my members… so that people who purchased my product could access it, but no one else could.
And it was confusing as hell.
I mean, it was terrible. Even with all my webmaster experience, I was just totally stuck trying to install this thing and make it work.
I was frustrated. I was banging my head against the wall.
So I emailed the people who created it and I asked for help. After all, when I bought the script the website assured me that they had a “highly responsive customer support department” to assist me with whatever I might need.
So I finally caved in, and emailed them one night.
And I sat. And I waited. I sat there all night, not working, not relaxing… just sitting there in limbo checking my email every twenty minutes and stewing in my own frustration.
It was not a good place to be.
And you know what? I know for a fact that I have put some of my customers in that exact same spot. I know that some of them have emailed me, asking for help… and they had to sit and wait. Sometimes for several days.
I hate providing customer support because I suck at it. Plain and simple.
People tend to dislike (or even hate) things they are not good at… and I feel like I am not good at providing customer support.
I feel like I am letting people down.
The bottom line is that I just get too many emails to answer them all in a timely manner. I love answering my own emails personally (Frankly, I think it sets me apart from everyone else online) but I am to a point where I just get too many of them to do that anymore.
Not in a timely manner, anyway.
So what do I do? Do I create a ticket system to manage customer support? Maybe hire someone to manage it? Or do I continue to answer all my own emails myself, even if it makes you have to wait longer for an answer?
Let me know your thoughts.
To your success,
Erik
| Print article | This entry was posted by Erik on January 19, 2008 at 10:05 am, and is filed under Working From Home. Follow any responses to this post through RSS 2.0. You can leave a response or trackback from your own site. |
about 2 years ago
The personal touch is always good but maybe try a help ticket or it may work to hire someone. Trial and error to see which one works but my feeling is that the help ticket system might work.
about 2 years ago
Hi Erik
Boy can I relate to that question, it reminds me of “Housework”, you work full time, come home hoping to get a grasp on this internet thing, spending your nights trying to learn and before you know it the night has ended and there it is “Housework” starring you in the face! As the saying goes it’s something that has to be done, but do you really want to add another task, that is the question you have to ask, I’m sure whatever you decide will be fine. Good Luck
Laura
about 2 years ago
Wow, I can sure identify with this situation.
I’m a consultant with a small number of very good clients. When things are quiet it’s great. But, when the phone starts ringing, look out. “I just lost control of my life until I get things back under control.”
In your case it must become insane sometimes with all the people you have on your list.
First, there are only so many hours in a day (No Kidding!). So, pick the max. amount of time that have available to handle responses.
If you exceed that on a regular basis, then hire someone.
Now, how to delegate???
I guess you could pre-qualify the requests and forward the ones that you don’t need to personally handle to your NEW staff support person. (For that matter, you could turn it around and have the staff do the pre-qualify.)
Or, start up a more formalized ticket system. Good news is that it can have an auto responder to confirm receipt of the ticket to the sender (people like that). The bad news is, you had better respond in the time you said on the ticket system or get crucified (ugh!).
I don’t think people mind a ticket system even though it appears a little impersonal. They’re pretty common, today.
You know you situation best. Make a choice and move on.
That’s my two cents worth. Hope it helps,
Jim
about 2 years ago
I think that you need to hire me to help! I am one of your clients and it took a LONG time for you to respond to my recent note of appreciation for your product. It did not make me lose faith in our Faster Webmaster, but was not an example of good customer service either!
I believe that about 75% of a good product is the Customer Service you receive. Even a somewhat lousy product can be A+ with good customer service!
Seriously, I would love to talk to you to see if I can help you out! I am VERY experienced in customer service and LOVE it! Can you imagine? It’s second nature to me.
Let’s talk! E-mail me ASAP! You’ll be glad you did! Don’t wait until your product is devalued and the word gets out that the Faster Webmaster’s customer support stinks!
about 2 years ago
Eric What you need to do is what a lot of other webmasters are doing set up a forum. This way there may be some of your members that are able to answer other members questions. However you will need to monitor the forum for spam. There are some people that will use the forum for their own advantage and not for seeking help or helping others. If they don’t play by the rules they should not be allowed to participate.
Regards Carol
about 2 years ago
Hi Erik,
The email before yours in my inbox was from Stone Evans. The subject line read “I.ncrease Your Orders By Answering Questions” and it is a really sensible take on an important aspect of the marketing process. ‘A business is only as strong as it’s weakest link’ is ringing in my head from my training and when we are mainly one man bands, the buck stops right here… Stone Evans writes:
“People will contact your customer service to ask
questions about your business or products. Did
you know you can increase your orders by training
your customer service to actually sell products?
You should include your signature file with all the
questions you answer by e-mail. Your signature
file should be no longer than 5 lines, 65 characters
per line. Include your contact information, business
name and an attention getting headline.
Tell people about the new products and services
that you offer after you’re done answering their
question(s) by phone. If they have already bought
products from you in the past, offer them add-on
or backend products.
If you’re using FAQ “Frequently Asked Questions”,
include your banner ad on top of your FAQ site.
You could also include a subscription form for your
free e-zine on the site as well.
When you answer peoples questions by snail mail,
include an insert advertisement for the products or
services your business offers. Include your web
site address, e-mail address, logo, slogan and other
information on all marketing material you send.”
So, there you have it. Turn a challenge into an opportunity.
All the best,
Warmly,
Malcolm Patten
http://www.bestaffiliateatm.com/recommends/GiveawayMillionaire
about 2 years ago
Hi Erik:
Email response. Yuck! Ok,
1. How many do you get per day?
2. How many can you reasonably answer in no more than 1 hour, preferably every other day (so you don’t bang your head against your monitor!)?
3. If that leaves too many hanging, you may want to get some help to answer the simple ones for you, and save your expertise for the tough or touchy ones.
Good luck!
about 2 years ago
Hi Erik,
first of all, just from my own experience, you seem to be very good at customer support. I remember being pleasantly surprised when you personally answered my questions (and I had several).
And I think your friendliness and accessibility are among the things that make you so special, so changing to a less personal system will come with a bit of “cost.”
Then again, I understand from my own life that there is such a thing as too many questions to be able to do them all justice, especially in a timely manner. So if you do have to switch to a ticket system or get a (good!) trusty assistant to do some of the answering for you, I’d understand.
Thanks!
Elisabeth
http://www.myfavoriteselfhelpstuff.com
about 2 years ago
Erick; I feel your pain. I am having the same problem with a program I ordered Jan.2nd. after all this time and trying everything I could think of, I still can’t upload to the above site. I sent them an email on THURS. here it is SAT. and still NO response. Keep doing things your way. Your costomers and friends(me) will always support you. Support centers may be fine, but people who work in them won’t provide the caring interest that you do.
about 2 years ago
i think that is your call to keep it personal or
to grow bigger. to help a small group or to try
to help all. i am just learning and from what i
have check you are one of the best to teach.
about 2 years ago
Hey Eric,
I would like to see you do a bi-weekly mentor call
with all of the questions that people ask of you.
I would get more from everyones questions and answers then just my own.
Have somone put the common questions asked of you.
put them in a call that we can all be on and listen to the answers, then ask some other questions after that.
you might even be able to charge a small fee for the mastermind group…
I do this with my real estate program and I get more from the calls we do then anything else.
pluss it lets me know that I am not the only one that is in the same situation.
Thanks for all you do!
Ben
about 2 years ago
Hello Erik;What! YUR having having a problem with
success?
Hey I kinda figured support would be a problem in this biz.,and I was wondering about it
myself.
I was figuring that:like you; one would still like to have some; hands on support;so some of your customers can feel that personalized touch.
Here is an idea I was thinking about:After you find a good support software that works; you could
tell your members in your e-mail letters that
you’ll pick 20 questions a week(or whatever number
you pick)at random, and answer them.
I’m working on a few things from Cody; and I
noticed he uses a software called:Kayako eSupport.
It seems to work well from my end.
From Ralph; the TagCaptain of TagTeamAffiliates
about 2 years ago
Dear Erik,
I understand your frustration as I plan my own internet business…
from my experience with other marketers, the ticket system is what I have had the best experience with overall where someone other than you is taking care of the problems. You only get involved when needed.
Thanks
Sunita
about 2 years ago
Erik,
Sounds to me like you’re rapidly growing your business with great success !
With growth comes more issues, responsibilities, challenges, etc.
I think you’re a point where you either need to hire someone part-time, or outsource this aspect of your business, so that you can focus on other parts of the business.
thx
TheWizeMarketer
about 2 years ago
I think you need to set up a ticket support system and get someone to monitor it.
about 2 years ago
Hey Erik,
I’m just thinking off the top of my head here, but maybe you could do both. Have a ticket support system for certain things like technical, etc. and an actual email address to get straight to you for stuff like JV or testimonial requests, can I name my firstborn after you, etc.
Just a thought.
Peggy
http://peggybaron.com/blog
about 2 years ago
Eric – It sounds like you should hire someone to manage your customer support function. You , by your own admission, dislike performing the function yourself. And with that attitude you will not do a good job of it.
And those ticket systems are furstating as all getout. Whatever you do, I implore you, PLEASE, do not implement a ticket system. They are almost as bad as not having any customer support.
I realize hiring someone is your most expensive option, but it is, I believe, your best option, and will pay off over time.
Ted Pawlikowski
about 2 years ago
Hi Erik:
I empathize with you! Don’t feel to bad about taking a long time to get back to your customers. You should see some of the waits we go through. I would suggest look after it yourself. Have a system like on ticket systems where a person enters a priority in their email but you have the final decision as to what the priority really is. I know I get irate when I have to wait for a reply, say when a download fails and you want a new link. You want it now, not 1 or 2 days later. I find the personal touches mean a lot!
about 2 years ago
Hey Erik,
Buddy, don’t be so damn hard on yourself!
1. You don’t suck at it…You’re trying to run a business, and a great one at that. Come on, after everything I’ve read about the Internet business world, they always say to delegate…Have you forgotten? You only do what you love to do. By the sounds of your e-mail, you get stressed out just talking about customer service.:)
2. I don’t think you’ve been to late on answering your e-mails. You always seem to get back to me pretty quick.
3. Ah hell, my business isn’t going as planned right now, so if you need to forward your e-mails to me, I’ll answer them for ya!
4. That submit a ticket thing personally bugs this girl. It reminds me of taking a number and wait in the back of the line. And wait…
I’d rather wait a week for you to get back to me.
Anyway, that’s my honest feedback. Just quit stressing about it. That won’t solve it any faster.
Remember, you’re the Faster Webmaster, not the Faster Customer Support Guy!
Make it a great day!
Joni
about 2 years ago
Hi-I certainly do NOT expect a personal response from the CEO of Godaddy, for example, when I have a question about a product/service/or need how-to info-and similarly would feel the same with you in person.
As you are so growing, reasonable people would expect you to delegate customer service to a competent(emphasized!) service/individual and would appreciate receiving a sooner response.
Also, I really like it when I can first go to a FAQ page that is very user friendly-can put in my question-and receive lots of good info, which usually provides a solution.
And maybe it’s just me, but it seems more professional, and business-like to have a system in place where your clients can access a contact page, are reassured almost instantly via email that the request ticket was received, and are told they can expect a reply within a stated time frame.
And then they are told about additional contact ways if they can’t find what they need. Not meaning you, but a gracious customer service rep–so maybe that is who you hire–although maybe you have them sign your name if an email? Keeps a personal touch?
Actually, would rather hear that you have brought on so-and-so who you have thoroughly trained to help and if questions/concerns, etc aren’t helped by the initial faq system, send an email to him/her requesting email support or maybe even a live call back
Just an aside-have always had great customer service from godaddy-to the point customer service rep called once and told me I hadn’t yet put to use a service had subscribed for, and he gave me his name and extension number to call there to walk me through it, and also to tell me I had accumulated credits
Since had forgotten about, this level of service will keep me with them forever!
And that’s probably what you want as well.
Sorry for the lengthy response-but you did ask!!
One last thing, I always like it when there is a personal tie with the live support person-have seen many marketers outsource their customer service to a mom/spouse/sister-in-law, etc and that really feels like we are still tied in. But that’s just me-a 60 yr old grandma wannabe. Might not be what the rest of the world wants!!
Have a great weekend and good luck with this, and even more important, thanks for asking!
about 2 years ago
Hi Erik,
Selfishly, I prefer a personal response from you, even if it takes a bit longer (never been a problem when I’ve sent you an email b/t/w). It is extremely rare in the IM world to get a personal response. However, for the sake of your own sanity, you must outsource customer service. My reasoning is based on what you said in your own blog..”I hate providing customer support because I suck at it”. Spend your time on the things you do best and that you like better.
Best,
Ernie
about 2 years ago
Erik:
I enjoy your emails and the information. Customer Support is very important to me. My problem is that I’m not computer literate and I lack the time and funds to put into the programs. I’m a member of a two member musical group. Between my family, church and my musical profession and also my exercise program, I don’t have much time to invest. I’m hoping that by reading your mail and listening to the video’s I can learn a little at a time. Keep providing the support. Your customers need it. Have a nice day and a great New Year.
Sincerely,
Sandra Holzbach
about 2 years ago
Hi Erik,
I can relate to what you say. We all tend to put off what we don’t like doing to the point then that it becomes urgent or you become overwhelmed with so many thing to do.
As they say “Time is money” and while providing customer support is part of your business, time spent personally on it is stopping you from doing other things, business, family or leisure.
If it’s financially within your business abilty to service it by all means create a ticket system & have someone manage it for you.
Your customers then get prompt responses which keeps them happy & in most cases they really don’t care whether it’s a personal reply or not, as long as they get a prompt response & it solves their problem.
As I have so often heard “You have to work on your business, not in your business”
Don’t become a slave to it, make it work for you.
Hope this helps
Warm Regards
Ray
www,get-arthritis-pain-relief.com
about 2 years ago
Hi Erik,
Your advice is worth the wait. I say, keep answering your emails as long as you can. Gives a personel touch. Just Don’t let it eat up family time!
Melissa
You Get Paid Fast
about 2 years ago
If you can create a ticket system that works and will give a response that is better than no responce at all which I have experienced on at least 2 sites that I was trying to get working.
No reply to my tickets meant that I moved on to find somewhere that cared about my problems and got back to me.
about 2 years ago
The FAQ is the FAQ.
I believe that you probably have the same types of questions asked repeatedly.
As a user, I appreciate a well-organized FAQ. The best ones are a list of single line questions that are links to other pages that offer the solution.
You spend the time once with the solution and we the users have a speedy answer for most common challenges.
I would rather wait for your personal answer for the real solution. I’ll wait!
It is nice to have your AR acknowledging receipt of my request!
about 2 years ago
Hi Erik,
I think you should continue to handle your own customer support because it DOES set you apart from other marketers. That’s the reason I handle all my own support, like you do.
I try to reply to everyone within 24 hours so they know they’re not being ignored, and sometimes it’s hard to do that, but I feel it’s worth it to keep customers happy and let them know they are valuable to me.
Denise
about 2 years ago
Erik,
hang in there. I don’t know what I’m doing 90% of the time. When you can answer me, that’s when you do it. Your support is still better than another company who is supposed to have a big staff on hand to get right back to you. (hint) THEY DON’T
Good luck,
Mike Benedict
about 2 years ago
My opion is you answer the e-mails yourself.I know a solution to this but I’m not technical enough to be able to create the solution.I think you have to answer the questions yourself to ensure your customers are properly taken care of.The only other way is to hire someone who can help you with answering e-mails.In this case you have to be very selective to get the right person you can trust who will take care of your customers like you would.
about 2 years ago
Suggestions:
Answer questions and post it in your FAQ, that way you don’t continually answer repeated questions.
Then if question is not found/answered there, that’s when we inquirer’s resort to the ticket system.
There’s only so much time…
cheers
about 2 years ago
Hi Eric
Get help!
One of the things that helps us move forward is to find someone who is good at what we are not good at and have them do that part of the business.
Take care & good luck!
about 2 years ago
Dear Erik,
I can honestly tell you this. It has been my experience that the Big Guys don’t answer their customer support questions. They usually have their own staff that do it. I think until one is making at least a grand a week it would not be cost effective to even pay for a Help Desk system. I know I won’t be able to afford one with all my financial obligations until then. So I think the solution for you would probably be ticket system at first then your own support staff exclusive to your business when you have the money. Sure I too would prefer to be able to answer all mail myself but it isn’t practical to think you can do it. That is the reason you are online; to create a business that allows you to travel and spend time with your family. To have Fun Fun Fun!
But I think that I would have certain mail come to my desk only for my mind alone. Designated for what I would call the heart questions. I think I would want to answer those personally. I would hope to have a system that could distinguish them apart from all the others.
Well that is my 2 cents worth Erik. Hope that gives you a new slant on the subject.
about 2 years ago
It’s great that you’re honest about this – so many people would rather just pay lip-service to providing support and then let people down.
Your preference for answering emails yourself is a fantastic USP. And there lies your dilemma.
How about a “blended” solution?
A ticket system could be of value – but only if the ticket gives a (genuine) ETA for your response. That way the recipient can schedule “other things” to be getting on with, rather than just sit tearing their hair out/feeling ignored etc.
Do you need to answer ALL of the emails yourself? Maybe you could delegate some of them to be answered on your behalf? But which ones? Perhaps the more “techie” or “functional” questions. And those lighter “levels of complexity” where the value of the answer is not down to your unique knowledge and skills. Or where a simple answer, FAST, will be more helpful than a “deeper” answer, slower. That should take some of the pressure off…
Both of the above would be good for me. Hope this helps you.
about 2 years ago
Greetings Eric, thanks for the opportunity to respond.
One of the most important things to me is knowing my question has been received. Even when it is a response from an autoresponder, at least I know I am not waiting for nothing. I am still waiting on a response from one company I have written to 3 times, don’t know if it was ignored, lost, overlooked or just discarded. In the meantime other things come up and my problem ends up at the bottom of yet another “to do” list. The investment is history and I continue to struggle with yet another issue.
Glad to get that off my fingertips, thanks again and don’t worry, you are doing just great!
Life is Grand-DigItOrDont
about 2 years ago
Eric,
I can relate. I hate the customer service too. I think you should outsource it. At least the mundane simple tasks and allow someone to just feed you the important stuff. According to the “4 hour work week” this is a pretty simple thing to do.
about 2 years ago
Hi Erik,
thanks again for your great product.
Hire someone!
The recommendation from the guys like Filsaime – is to hire someone – small outlay only -to deal quickly and efficiently with queries/customer service – and the suggested source of that person is from the ranks of your product users, someone who is at home and would be happy with a little extra pocket money.
The forum, mentioned in earlier comment post, sounds good,
and have FAQ,
and maybe use automated email response that notifies receipt of query and that also refers sender to check FAQ for possible answers?
but please don’t have a ticket system!
it is impersonal,
and the options to choose are not always relevant,
and it irritating when you cant just send from the email box, but have to go of to a ticket submission page. I hate ticket submissions!
Thanks again, Julie