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outsourcing email support question

by BJ Min
6 replies
hi,

for those of you who have multiple websites and multiple niches, how do you outsource customer support?

i see lots of internet marketers use a software for customer tickets...
1) what software do you recommend?

2) do you have customer tickets on 1 customer support website? or do you have the software for ALL your websites ?

thanks
BJ
#email #outsourcing #question #support
  • Profile picture of the author E. Brian Rose
    Using a ticket system will not eliminate your need to answer the questions. Outsourcing for answering emails is a touchy situation. A lot of your emails will be from folks who are on the fence about buying your product. A canned response may shy them away. An unsincere response may do the same. The problem is that nobody is as passionate about your product and making the sale as you are.

    Rather than outsourcing in the traditional fashion, I recommend hiring an assistant that is in your local area to work a couple of hours a night for you. You can interview people in person and hire the most intelligent and tactful of the bunch. You can pay them very little with a bonus for closing deals.
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    • Profile picture of the author warriorkay
      Originally Posted by E. Brian Rose View Post

      Using a ticket system will not eliminate your need to answer the questions. Outsourcing for answering emails is a touchy situation. A lot of your emails will be from folks who are on the fence about buying your product. A canned response may shy them away. An unsincere response may do the same. The problem is that nobody is as passionate about your product and making the sale as you are.

      Rather than outsourcing in the traditional fashion, I recommend hiring an assistant that is in your local area to work a couple of hours a night for you. You can interview people in person and hire the most intelligent and tactful of the bunch. You can pay them very little with a bonus for closing deals.
      Well said, Brian. Outsourcing email support is NOT
      a good idea for anyone that is in the beginning stages
      of their business or who want to launch a new product.

      Indeed, to quote you "nobody is as passionate
      about your product and making the sale as you are      "!

      Kingsley
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  • Profile picture of the author Delta223
    Kayako is a great ticket system
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    .

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  • Profile picture of the author Safade Billy
    What if you pay commission for for converting each response into sale - outsourcing will work then?
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    • Profile picture of the author JayPeete
      Originally Posted by Mukthar Shiek View Post

      What if you pay commission for for converting each response into sale - outsourcing will work then?
      It probably will if the customer service people really know the products.

      I recommend training them on each product first and you should be fine once you are convinced that they understand them.

      In-house support is the better way to go in my opinion.
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  • Profile picture of the author jedz
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    Hi BJ,

    I think hiring a part time VA can be considered on your needs. This staff will definitely help you out. Hiring an assistant will help you lessen your workload and focus more on your core business.

    see sig for live chat and additional info, we can talk about how we can further help you.
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