The Value of Customer Support

Posted on October 23, 2020October 27, 2020Categories Customer Support

I want a little bit of a rant to go on. I’ve had the worst experience with an online marketer in customer service and I thought I might share some insight with you. Check 3 Different Types of Sales Jobs.

First, we all understand that customer service is imperative for your business, at least intellectually. You know that all sorts of grief can be caused by an dissatisfied customer. You don’t know if the person you are ticking off is an influential celebrity on Facebook who will then plaster your company with incredibly negative reviews / comments all over their website. You say, “That’s free advertising!” True, that could lead to increased website traffic, but they’re not going to buy anything. They might, in fact, spam your web, eat up bandwidth, post rude or disgusting comments. After a fight like that, your image is ruined. You couldn’t win. Ticking off your customers also has other threats, but I think you get the idea.

We all know, however, that there is always the pesky, pain in the ass customer who wants you to bend for the slightest thing over backwards. Particularly one that didn’t buy something, just a free report downloaded. Not only that, but they’re going to press for stuff about a product that you don’t even want to help any longer.

To this, my reaction is: Suck it up.

You help them if you are selling a product to a consumer. Word. Realize that it is within reason. But it’s just bad business practise to market a product you have no intention of promoting or sustaining. You’re not pleasing anybody. Take it off your site if you don’t want to help the product, and stop promoting it! This refers to the incentives that you offer. Even if they’re not your own. If you have collaborated with someone and they have given incentives that you place on the sales, thanks, or incentive page of your product, then you are responsible for ensuring that the consumer gets what you have promised.

Gone Wrong, Customer Service

Let me send you an example of how this interaction works.

I bought a product for $17 from an online seller. The upsell is also $37 for the Pro version and $27 for an addon kit. A pretty good client, huh? You would at least want to keep me on the list of your customers. A nice number of incentives is included in the deal, some from the seller and some from others. This was a consideration in the acquisition of this piece. So, I go to JVZoo to get my download connexion, go to the website of the vendor, download my product, and then try to download the bonuses. Components that could be included inside the product of the vendor were the first bonus, which is a good match for the product I purchased. It was a lovely bonus! I clicked on the link and ended up on a page with my vendor’s sparse text, broken image links and obvious advertising. I thought I needed to warn them there was something wrong. This was a recent rollout of the product and I’m sure they want this resolved. Plus, that’s a bonus I like! So here’s a short description of this exchange of communication.