The above is a question I would like to pose to all Internet Marketers and Online Business Entrepreneurs.
Are you for the sake of cutting costs employing support staff who whilst their services may come cheaper than other support staff are actually affecting your bottom line; increasing your refunds rates and damaging your brand and reputation online.
Now whilst everyone wants to save $$$ and get the best value for their hard earned dollars - are you really saving dollars if your bottom line is leaking like sieve because you've gone for the cheap option when contracting support staff than really seriously considering every support staff team member can either enhance or decrease your business big time.
Now you may wonder what I'm talking about here well I'll give you a few clues:
- If you want to sell your products across the globe, then ensure you have support staff team members who are native speakers for your customers.
- You may pay more for your support staff however overall you will increase your customers satisfaction and they will in turn become your best advocates for any products you product now and in the future
- Cheap is not always best.
- Your customers are your biggest asset and your best ongoing revenue stream. Treat them well and they will return time after time.
I have had occassion with a couple of very well know marketers who have contracted support staff that have seen me literally spinning my wheels for days on end because of trying to get the support staff to actually understand the issues and address same.
Instead these support staff cannot even read a file with screenshots of each step in order to highlight the issues are with the product and not with me as a customer!!!
In fact I'm on the verge of literally requesting full refunds and the sad part about all this is all I really want is for a support staff member to stop blaming me as the customer, actually understand and address the issues I'm highlighting as bugs in their system; so I can get on with implementing the product the way it was intended to enhance my business.
Now I spent big on this product including taking out premium support and for my efforts, I've been left high and dry, had my repeated requests for a senior support staff member to ring me to discuss the issues and potential strategies.
By the way, if you are going to offer premium support to your customers then at least have the courtesy and the guts to invest in an online support chat system. Because this is not available to me as a premium customer I have been literally spinning my wheels for days on end going backwards and forwards via email which is a sheer waste of my time and energy.
Okay so I've had a good rant in this thread. However, I sincerely hope that you as a product owner/developer/marketer do take notice. If you want to sell your products then have the courtesy and the guts to contract support staff who can fluently speak the native language of your customers. Even if you started small, i.e. one native speaking support staff member at a time as your customer base grows. You'll be thanking your support staff down the track for the excellent service they are providing to your customers because your customers will return again and again to buy products/services off you.
If you don't believe me, then go check out the big boys in internet land i.e. Siteground webhosting, Go to Webinar and the like. All have online support chat functions and all provide support staff in their customers native language.
If you want to play as a big boy or girl, then ensure your customer base is very happy with the support staff service they're being provided.
Talk to you soon,