Setting Up Your Online Support Desk
If you’re selling digital products, or any product online, a support desk website is highly recommended.
I finally pulled my finger out and got a dedicated support desk set up this week after doing internet marketing and selling digital products for nearly 4 years without one.
Something I should have got around to about 3 and a half years ag0 😉
How NOT To Manage Support
Up until now, I was managing (receiving and sending) the majority of my customer support requests directly from my email inbox.
You can probably see the many problems with this.
eg. Lost emails that get either get mixed with spam and I accidentally delete them or emails that never get delivered full stop.
I sometimes had customers complain, telling me they had tried to contact me once or twice already without a response. Of course, this is not good for business.
Customer satisfaction is a top priority for me, and should be for you too if you care about your business.
Having a dedicated support desk, and not just an email address says a lot for your credibility too. When your customers see you care enough to have a quality support system in place, they feel more secure about dealing with you online.
Easy To Outsource
Another benefit for having an online support desk is that it makes outsourcing the task so easy. This is something I will be doing very soon.
I spend way too much time sending customers new download links for digital products (any marketer who uses RAP or $7 secrets script will know what it’s like). Customer support is not a task for the entrepreneur.
Out time would be MUCH better spent on developing products, writing copy and networking with other entrepreneurs – things that take us forward in our business.
Best Support Desk Option
After looking around for support desk software, I finally decided on the free, open source system, OS Ticket.
It’s simple enough for even me to use, and I could install it via my cpanel’s fantastico on my website…and it’s free. Quick, easy, free – just what I wanted.
The only complaint I have about OS Ticket is that there isn’t a Knowledge base or FAQ where customers can search for and check info before submitting a ticket. But seeing as though the majority o my support demands at the moment are for new download links, FAQ’s aren’t going to help with that much.
A Domain Name Or Not?
I set up my support desk on a new domain, StuartStirlingSupport.com.
You can do this too – something like YourNameHelpDesk.com which gives a nice image and helps with your credibility. But there is always the option to create your support desk on a sub-domain or in a new directory on your existing domain. i.e. www.YourName.com/support
Either way you choose, a support desk website is going to help you avoid clutter in your inbox and give your customers a better experience.
To your success,
Stu “Sensei” Stirling