Customer Support

WebMaster Tip: Make certain you have a customer support plan in effect BEFORE you start operations.

Customer Support Options
Like it or not, you are going to have to provide support for the products/services you offer on your website. The level of this support depends on the programs you use or the effort you are willing to put into it.

For the most advanced  Email Program - Check out the "Postmaster" Free Demo.
They say: "It's simple: whether you are marketing a product, service or network business, the key to success is and has always been, communicating with people. It doesn't matter if your business is online or off-line focused, the question is, are you taking FULL advantage of this incredible marketing medium, Email?"

Links:

The most advanced Email Program -
Check out the Postmaster Free Demo.

For a free auto responder go to
Get Response
This system offers you a single FREE autoresponder.

For  a much more powerful system ( 50 Autoresponders) go to
PostMaster On-Line

ICQ Control Panels http://www.icq.com/panels/homepage

Human Click is a (Free) website based text communications system that does not require any 3rd party software.
More information can be found at
their website Human Click

Types of support.

• Email
  Email support is basic. Provide visitors with easily found email contact addresses.

WebMaster Tip: Make certain your email addresses reflect your domain name. Doing this adds "credibility" to your site. DO NOT use 3rd party email services such as hotmail.

• Advanced Email basics.
  I strongly recommend using Microsoft Outlook as your Email client.
  Microsoft Outlook has several features that automate your Email procedures.
  To quote from the Outlook Help files:
  
  Examples of processes you can automate with the Rules Wizard

  By using a rule created with the Rules Wizard, you can have Microsoft Outlook automate processes such as those below. You create the rule, and Outlook applies it when messages arrive in your inbox or when you send a message.

  You can also have Outlook apply rules to messages already in your Inbox or other folder.

  Examples of rules you can create

  • Assign categories to messages based on the contents of the messages.
    E.G.: Send Spam to the Recycle Bin or to a separate folder automatically.
    
  • Set up a notification, such as a message or a sound, when important messages arrive.
    
  • Move messages to a particular folder based on who sent them.
    Automatically copy or move important messages to their own folders.
    
  • Delete messages in a conversation.
    
  • Flag messages from a particular person.
    
  • Assign categories to your sent messages based on the contents of the messages.
    No more hunting through the "Sent" folder for important replies.
    
  • Delay delivery of messages by a specified amount of time.
    
  • Redirect a message to a person or distribution list.
    Use this feature to forward messages.
    
  • Ask the server to automatically reply to a certain type of message by using a message you've created.
    If you are not using an autoresponder, then you can use Outlook to reply automatically to specifically addressed incoming messages.
    
  • Start an application.

• Extended Email
  Extended Email support uses a variety of optional services.
  
  • Auto responders that immediately let your visitor know that you have received their question.
    For a free auto responder go to "Get Response" This system offers you a single FREE autoresponder.
    They say; "Convert more prospects into sales -- by as much as 400%! -- in less than a month.
    And its true!
    
    For  a much more powerful system (50 Autoresponders) go to "PostMaster On-Line"
    They say: "Finally, Put Time Consuming Business Building Tasks on Auto-Pilot!
    Achieve your goals quicker and more cost-effectively. Put the Web’s #1 automated database building, contact management and automated email response system to work for you.   Stop spending every free moment you have on your PC working on the mechanics, and put your business on "Automatic Pilot!""
    
  • Auto responder directions to your FAQ page.
    
  • Fill in forms.
    Multiple forms may be used to segregate queries and direct them to the appropriate department(s).
    
    
• Text Based Chat Support.
  Chat support is becoming more popular and allows visitors to contact you in real time. Two of the more common types of text based chat support are ICQ and Human Click.
  
  • ICQ has several options that you can use on your website to alert visitors that you (or your support staff) are on line.
    Further information can be found at http://www.icq.com/panels/homepage
    
  • Human Click is a (Free) website based text communications system that does not require any 3rd party software.
    Visitors to a HumanClick enabled web site will be able to initiate a chat request by clicking on a button such as this one. The button is embedded in your site's web pages during the installation of HumanClick. Upon clicking this button, a chat window opens on the visitor's browser, and the site operator will receive a "request to chat" alert.
    More information can be found at their website Human Click
    
• Traditional Telephone Communications.
  
  • Area based telephone numbers
  • 1-800 numbers
  • Fax
    
• Voice Over IP Communications
  
  • With the growing use of broadband communications "Voice over IP" services are becoming available. The best example of this is the free "Game Voice Share" software that is available at http://www.GameVoice.com
    
  • This FREE program allows voice communications with clients anywhere in the world. It is intended to be used as a voice communications link during on-line gaming but it is   invaluable when helping established clients.
    
  • DotCom-Productions maintains a voice server for our Virtual Racer's Edge racing club members. Our server is listed as www.VirtualRacersEdge.com
    I can be contacted with Game Voice either through the server link or directly on my IP address of 24.67.152.66:51990
    
    A list of public and private servers can be found at http://www.gamevoice.com/Server/serverlist.asp

Special Note: Setting up your email process before you get your website running should be one of your priorities. One of my clients, who has a very successful website, receives close to 15,000 (That's right, fifteen THOUSAND) emails a month.
Without an email handling plan in place orders would be lost, customer service replies would take enormous amounts of time, and general confusion would reign.