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How do you offer support to your Online Course buyers?

by kush sharma1
14 replies
Hi everyone.

Hope you all are safe and healthy.

I'm an online course creator and one thing I've always struggled is implementing a support system for the students who buy my online courses. I create courses related to Online Marketing for Course Creators.

I tried implementing a Facebook group for the students but I'll be very honest - It just overwhelms me seeing those notification from multiple members asking even the most basic questions. And if I don't answer them I feel I'm harming my brand. And if I do reply to each and every question, then I feel it's just too much work.

The thing is that my students pay a one time fee to purchase my online courses and I honestly feel that offering an intensive Facebook support group is slightly unfair for me.

So I'm looking for ideas on some easier methods of offering support or any other alternatives that would not put so much pressure on me.

Thank you.
#buyers #offer #online #support
  • Profile picture of the author dave_hermansen
    Other than a Facebook Group, the other option is a forum. At least with a forum, you can organize things by topic, hopefully eliminating repetitive questions. Unlike Facebook, they can search for their question/answer in a forum.

    One other option which is certainly more time intensive is to offer paid 1-on-1 coaching as an upsell for people who don't mind spending more for some hand holding.
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    • Profile picture of the author kush sharma1
      Thanks Dave. Yes the forum technique did cross my mind and I started looking at open source forum creating services. I will definitely give a deeper look at that because as you say it does look more structured.

      Regarding your second suggestion, I had the thought of offering a members only doubt clearing webinar once a week or fortnight. Do you think that can be a good technique?

      Thanks again.
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      • Profile picture of the author dave_hermansen
        Originally Posted by kush sharma1 View Post

        Thanks Dave. Yes the forum technique did cross my mind and I started looking at open source forum creating services. I will definitely give a deeper look at that because as you say it does look more structured.

        Regarding your second suggestion, I had the thought of offering a members only doubt clearing webinar once a week or fortnight. Do you think that can be a good technique?

        Thanks again.
        Yes, that would work, too. I think you'll find that once a week will be too often as will once a fortnight probably be. You'll get the same 2 or 3 people who will never let go of your hand at those and few others. Once a month probably will work better. It's a better plan to start off with a wider gap between webinars and narrow it if the circumstances warrant doing so.
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        • Profile picture of the author kush sharma1
          Originally Posted by dave_hermansen View Post

          Yes, that would work, too. I think you'll find that once a week will be too often as will once a fortnight probably be. You'll get the same 2 or 3 people who will never let go of your hand at those and few others. Once a month probably will work better. It's a better plan to start off with a wider gap between webinars and narrow it if the circumstances warrant doing so.
          That's a solid piece of advice. Exactly what I was looking for. And I completely agree with that. I somehow knew it but my mind was not able to process it. Thanks again Dave!
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  • Profile picture of the author Cyrus Cohan
    I must say, first you have a FAQ section on your website with all relevant question answers to your course. Next, of course forum is a good way where other members can also reply, if they know the answers.

    Best of luck!
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  • Profile picture of the author TobiMDD
    you can also think about hiring a virtual assistent who answers the basic questions from your customers
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  • Profile picture of the author 55sadhikar
    You can have a Q& A webinar Once a week for 1 hr for 3-4 times and call it a day.
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  • Profile picture of the author George Flm
    No support - pure affiliate marketing with a set it and forget it mentality.

    If you have the traffic, they jump on a whim (if you get the traffic you'll get lazy creating your own product). No support and you get to sell HARD items (physical) so no infrastructure as well.

    I love this process.
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  • Profile picture of the author GainMoreLikes
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    To offer great support to your course buyers, use a help desk like Zendesk.

    If you sold the course for $1999 and above, use a Zoom weekly Q&A session to take their questions all at once, and then upload a recorded version of the session and send to your customer list. This way, you will build a fan base for life.
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  • Profile picture of the author John Marshall
    Perhaps, offer an upsell to individual coaching for the people who need a lot of hand holding? There are often people who are willing to pay extra for enhanced guidance.
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  • Profile picture of the author Declan O Flaherty
    Can you not set up a simple email for them to contact you on for support? That way you get to talk to people 1on1. You can then leverage those conversations for making your product and marketing better.

    Your time is valuable, and that's why you have to leverage your support in a way that improves your process. If done right, it won't be time wasted, but time well spent.

    Take the questions asked most often, and place them, along with the ansers, inside the product. Or create an additional piece of content where you answer the most asked questions.

    The benefit of talking to people 1on1 inside an email, is that you can get to know your audience better. This is not only beneficial to you and your existing customers, but also for future customers. It'll help you create better marketing to boot.

    Don't look at the answering of questions process as being a time sap. Instead, look at how you can leverage it in a way that benefits your business going forward.

    And... what John said above about coaching for the people who need more hand holding than others.
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  • Profile picture of the author YourBizHelp
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    Everyone has given you their views. Just find out which one works best for you and run with it. Implementation is everything.
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  • Profile picture of the author Anna Harris
    May I suggest, as in the course I am currently taking, after each video, he offers an area for comments and questions, and the staff gets back with help for the student. It works good for me.
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    • Profile picture of the author dave_hermansen
      Originally Posted by Anna Harris View Post

      May I suggest, as in the course I am currently taking, after each video, he offers an area for comments and questions, and the staff gets back with help for the student. It works good for me.
      This is a very good suggestion because it places relevant questions in the section they belong in. That said, you and I both know that people do not read, so you'll undoubtedly still get them same questions asked over and over again even with that format.
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