How to Turn Support Emails Into Sales
Having thousands of active subscribers and a dozen and more websites actively taking sales automatically around the clock like I do is great, but along with that comes a barrage of support emails.Some days are heavier than others....some days you just don't want to face your inbox!
Even though you might be tempted to go the "select all > delete" route...take a second to realize that answering support emails is part of the job...
And you will be surprised that being a good web marketer and answering support emails can really pay off.
Here are some reasons and benefits of being the good support emails answerer...
Most emails you'll get will be when a customer has a problem with a purchase. Either they couldn't get the download or couldn't order...or some other website issue.
- Your customer expects it.. 'nuff said
- Your customer will be thrilled you answered
- Build trust with your readers on a personal basis
- Opens up opportunities for sales!....because sometimes a support email is not what you expect
If they have already paid and didn't get the download, it is your responsibility to follow through on your part of the deal..no question about it. Send them a download link.
I use $7 secrets script and RAP script almost exclusively for my info-product sales sites. I don't know about other scripts but if you are using these 2 scripts, you'll know all too well about your customers missing the download page. Apart from that, they are great scripts though ;)
One other common type of email I get from potential customers who want to buy but can't!
Can you say -"ka-Ching"?
You can easily turn this type of support email into a sale!
This often happens with products I'm selling on my RAP powered info product market place website where I sell a lot of different ebooks and videos etc. A customer will buy one product, then sign up as an affiliate and test their link which sets their cookie on their browser and when they go to buy another product, they can't because paypal won't let them buy from themselves.
This is when I love to give them a new link (my affiliate link) and say "this one should work"...and it does because it overwrites the cookie.
They are happy because they can finally buy it..and I'm happy because I just got a new customer ;)
Other emails will be from readers or customers who want your advice. And this can be another chance for some easy pickings.
Usually, for any question that your readers can ask...there is a handful of products you can recommend them to buy to solve their problem. But I don't just say "here..." and give them a link.
I like to try to answer their question as best I can and explain how if you do A and then B...you can see the result of C.
After I give that advice, I can give them links to recommended products and say...this will help you do A and this will help you do B. So it's not an obvious sales pitch. The can see why they need to get A and B.
One more important reason to watch for customer support emails is that they can tell you when something on your site is broken (exceeded bandwidth, broken link, sometimes a typo :o) which can harm sales.
These are just some ways how answering support emails can make you a more respected and wealthier marketer.
Stuart Stirling
ps. Don't forget...simple manners like a "thankyou" or "sorry for the inconvenience" can go a long way too.
Labels: $7 script, internet marketing success tips, make more sales, rap script, support email tactics
posted by Stuart S @ 9:27 PM
3 Comments
Links to this post
