Most businesses spent time attracting customers to a product or service, trying to win their trust and then ending the whole process with a sale. That tactic seems obvious to most people. What often is neglected is the post-sale follow up with customers, particularly when it comes to online businesses. We should look at the time after a sale as an opportunity not only to improve our products but also to establish long-lasting relationships with our customers.

It takes much more effort to win a new customer than to maintain a relationship with an existing customer. But maintaining current customer relationships is just as critical and I’d even dare to say, more important than gaining new customers. What can we do to keep our established customers feel appreciated? You need to follow up with your customers.

Following up may be as simple as writing an email or giving a phone call to a customer a few weeks after a sale. At Screaming Bee, I make it a personal goal to contact every customer that buys our voice-changing software, MorphVOX, within 2-3 weeks after a sale.

Does this take time? It sure does. Is it worth it? Absolutely! Not only does this allow us to get good feedback from customers in order to improve our software, but also it establishes a more solid, long-lasting relationship that goes beyond the point-of-sale.

Most people were surprised that I would be willing spend the time to talk with them and were touched by the personal attention they received. And I was also surprised at how uncommon it was for online businesses to follow up on their customers. Some of the typical comments that I have received as the result of my efforts include:

”I really appreciate the personal touch, vs. the usual automated ‘we have received your email’ garbage, followed by… well, nothing usually…”

”Huh, never had customer support quite like this I appreciate it…”

People don’t like being ignored and definitely like being heard. There are many businesses that are ignoring their customers and, as a result, losing them.

Your current customers are the heart and core of your business. These customers provide return business and also provide the essential word-of-mouth promotion that no clever advertisement or marketing scheme will ever out-perform. Treat your customers like your own family. Go out of your way to communicate with them. If you neglect them, they will go elsewhere.

Customer service live chat

Do you shop online? Do you buy machines that may need after-sales service? Do you get the help you need? How do you get it? Manufacturers that have a voice or telephone customer service support are always preferred. However, in the ecommerce era, live chat customer service support is the most helpful way to get assistance when you need one.

How does it work?

Live chat customer service works like a voice support; this however is not on the telephone but rather through chatrooms. This is the best case of course, because there are times when you may not have live operators to handle your request for support, and thus you will receive an automated response for your queries.

This live chat support system is of course provided with pre-encoded questions and answer where the operators will refer to.

If you need more technical information, you will be referred to a higher-level technical support. You may likewise chat live with this customer support personnel or technician but if he is off-line, an email message will be sent to the requesting party.

There may also be an option in the live chat system where you queries will be directed to the proper department. If you are inquiring about the product, its details, and price, sales personnel may attend to you in the chat room.

If you need service like installation and how to operate the machine, it may be the technical department to attend to you.

Software for live chat may be programmed to direct you to the proper department. This is useful for the consumer because it saves his time. It also helps alleviate frustration for the customer because he knows that should problem exist, someone will be available to help him.

Live chat support is also useful for the manufacturer because they can attend to many inquiries at the same time.

Now, if you are the manufacturer of a product, it may be easy for you to outsource the customer relationship management to live chat customer service entities or call centers. This will give you more time to do your work best. You can then focus your attention in developing products that will compliment what is currently in the market.

Live chat support is a real-time customer service support, buyers prefer this method but then, your operators may have full hand and the email support complimenting live chat is likewise necessary.

Many customer service oriented call centers can handle all your customer relationship issues, partner with them and you surely will be on your way to success knowing that your products are used to full advantage.