We had an unexpectedly soggy, mushroom-filled summer this year. Surprises in weather are fine, but surprises in your online business are not. That’s where a solid customer-support process comes in.
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Here are 4 customer service systems you can get in place for selling digital products right now.
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1️⃣SET UP A SUPER-SMART CONTACT FORM
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Use a forms tool (I use Formidable Pro for WordPress) to set up a customer contact form.
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Link to this form on every page of your site and even on your Facebook page and groups.
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Keep the url standard (yoururl.com/contact) so it’s easy to share.
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Ask all you need to know to answer the support request well and quickly from the get-go (i.e,. what device & browser are they using? do they have a 2nd email address?)
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Set the form to deliver the email to you with a custom “support” subject line (I use “TWYD Support”).
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2️⃣SET YOUR EMAIL READER TO FLAG SUPPORT REQUESTS
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I use Gmail and set up a filter that adds a bright pink label to anything with “TWYD Support” as the subject. These stand out in the inbox, and two times each day we check everything in that label.
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3️⃣USE A TEXT EXPANDER APP FOR QUICK REPLIES
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A tool like Breevy or the built-in expander on a Mac leta you type just a few characters and have it expand to a longer piece of text. Identify the replies you’re making again and again and set these up.
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I set up .thx to type a thank-you sentence, and .pwd types password-reset instructions.
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I use this tool ALL DAY LONG for sharing urls and resources, for typing out my full company name and just getting places quickly. It syncs with Dropbox so I can use it on any of my laptops or desktop computers.
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4️⃣USE A BROWSER EXTENSION TO SHOW A MENU OF COMMONLY ACCESSED SITES WHEN YOU OPEN A NEW TAB
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I use Chrome’s Speed Dial to show a dashboard of thumbnails that get get me to areas of my websites and frequently-used apps asap.
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HOW EASY IS THAT?
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These will save you time and enable you to take care of your people like a pro.