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Customer Service - The Key to Increased Customer Lifetime Value ECommerce Articles | September 5, 2002
Last month we ... building ... and trust at your website Luke Gregerson World Baseball Classic Jersey , so that visitors feel ... buying from you. That is half of the battle. The more ... part is ... the lifetim


Last month we discussed building credibility and trust at your website, so that visitors feel comfortable buying from you. That is half of the battle. The more important part is increasing the lifetime value of each customer, that is, getting your one-time buyers to be repeat customers. There are many factors that go into this: marketing; product quality; and the consumable nature of the product or service you sell. However Josh Harrison World Baseball Classic Jersey , if you have poor (or non-existent) customer service, you can forget about repeat business.

Since none of us is running a large company (I assume) and don?t have much of a budget?if any?for customer service, all of the tips and resources in this article are either free or low-cost. Customer service for small businesses is typically provided via sweat equity.

Ground Rules
First, some common sense ground rules for providing good customer service:
1.The more ways you have to contact you the more assured the potential and repeat buyer will feel in coming back to your site. We will look at many of these ways in this article.
2.Respond quickly! There is no point to having many methods of contacting you (e.g. Jonathan Lucroy World Baseball Classic Jersey , email, chat, voice mail) and then fail to respond in a timely manner. It will just turn people off. Better to have less contact methods and be diligent in responding to issues or requests.
3.Be proactive. Since we want to minimize the amount of time spent with customer service (and so do our customers!), provide as many ways as possible to answer common questions and problems as possible. Obvious solutions to this are FAQs and email updates.
4.Ask customers how you?re doing. Get feedback about your customer service from those who use it. Are the FAQs comprehensive? How hard was it to get in touch? Did you get your problem solved? This will enable you to improve your service. You may have to offer a freebie to get people to respond. There are many free sites that provide surveys and polls for your website Jake McGee World Baseball Classic Jersey , including: http:www.pollwizard; http:www.visitorpoll; http:www.pollit; http:polls.whatiz

Now that we have that out of the way, let?s discuss the common low-cost methods of customer service that we can use.

EMAIL
Yes, this is an obvious one, and is a minimum requirement for every website. You should have a specific email address for support requests (typically support@yourdomain). I have all email to this address forwarded to my MS Outlook mailbox and I use filters to color it red. This way I can take a quick glance and see if anyone is requesting help.

FAX
Some people like to use FAX Ian Kinsler World Baseball Classic Jersey , especially if they don?t want to send messages from their work email. You don?t need to own a FAX machine; you can get free FAX receive service that goes straight to your email. The two popular services are http:www.efax, and http:j2. You will have to pay if you want to send faxes.

USER FORUM
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