Turning the 'Customer Support' Problem into revenue

Hi there,

I believe the second phase of the business, once you've got plenty of sales and customers is to focus on delivering high quality customer support, in my case it's doing updates to my existing customers websites.

Now for one guy this may at first look like a problem, but with the help of some technology and some outsourced helped you can start making money on each time your customer wants to change something on their website.

After the website has been set up for a month, I then charge my customers $20 per ticket if they want changes made. I use cloud software called Kayako (Help Desk Software, Live Chat Software and Customer Service Software), and is also a way of managing my inbound marketing.

Not only does charging $20 create a barrier so you aren't doing bulls@#$ changes every day, but if you can get a dedicated VA handling the tickets in the queue you can start making $15 profit on each ticket if you're too busy to do it yourself.

I have a few people working for me on Odesk, including an outsourced indian fellow that has agreed to work for $5 per resolved ticket. Good money for him and me.

To make it fair for the customer, I let them make up to 3 changes per ticket, so they're still getting good value for money. The changes can only be on the site itself, and so far I haven't had many problems with people expecting the world.

This is really something for people with the larger portfolios but is a good way of extracting extra passive income from your clients without you doing much else apart from managing the ticket queue.

Best of luck

Pantera