Taking Care Of Customers The easiest way to answer your customers questions may be through an automatic FAQ system.
Opinions expressed by BIZ Experiences contributors are their own.
If you're trying to get a handle on providing qualitycustomer service to your online customers, here's a possiblesolution that can help you respond to e-mail inquiries,particularly during high-traffic periods.
Askit! Crisis Management Toolcan create an interactive FAQ for your site. Your customers areprovided with instant answers to their questions, and as you answertheir questions, your "support knowledgebase" grows. Whena customer can't find an answer to his or her questionautomatically, the question then goes to a human at yourcompany.
With its "outbound e-mail engine," anyone in yourcompany can then submit an e-mail response to a customer that getsadded to the AskIt! knowledgebase to be immediately searchable bysubsequent customers.
You can choose Small Business Pro to build your supportknowledgebase. The cost for this level of service is $100 per monthwith a one-time setup fee of $500. You can apply online or call(212) 414-9590 to set up the service.
Within 48 hours, you can add this interactive customer servicefeature to your site and cut down on the need for constant humanresponse time.
Aliza Sherman is an BIZ Experiences and author of Cybergrrl:A Woman's Guide to the World Wide Web (Ballantine Books).She is currently working on her next book and new company.
