How do you keep your consumers happy besides giving them what they want? By providing support for the product or service and a giving them a place to go with any issues they might come across. Not only does giving proper support ensure retention, it also lessens the likelihood of a consumer becoming unsatisfied and possibly seeking a credit down the road.
It is very important to make sure your consumers are fully satisfied with everything they need, especially in this day and age. The purchase confirmation e-mail is a good place to start. EC Suite and other processors allow you to customize this e-mail, which is automatically generated once a sign-up is made. This customization can go a long way toward mitigating any issues that may simply stem from an unclear understanding of a product/service, etc.
What should you customize an e-mail with? This is a good time to include both support contact information and a link to a support center located on your site. The support center on your Web site should also have consumer support information, links, or a readily available FAQ linked from all, or almost all pages. The less the consumer has to travel for assistance, the better.
Another option is live support chat functionality, which can be very helpful, but may not always be cost effective or a viable solution for your business model. Depending on what your implementation capabilities are, live support chat may or may not make sesnse. However, using the suggestions in this post should help build consumer confidence in your product or service, keep your customers happy, and drive retention.
Tags: Consumer support, EC Suite
^ This post was written by: Paul
