Well issued attractive site – your main striking power in competitive struggle for favor of the visitor and its transformation at the best in your client, in the worst – in the potential client. If neither that, nor another it was not possible to reach, you have suffered defeat in this fight. But we will not speak about sad things!
So, to your site (and according to goods offered by you or service) managed to become stronger in consciousness of the visitor of a site as absolutely necessary or at least a thing useful to him and he either has made the order, or has contacted your company on purpose to ask a question, to specify any details. The first step is made, the first fight is won, but without the adjusted, considered, correctly organized support service to you never to gain a definitive victory and not to grasp a part of the market of goods offered by you or services.
The main function of a support service is direct dialogue with the potential or client on communication channels. The basic channel thus is e-mail. Are available, of course, and other channels of dialogue, for example phone, a fax, ICQ, at last, mail, but e-mail possesses variety of advantages in this connection is the most recognized and often applied communication channel. This article is devoted to key rules, which it is necessary to adhere at dialogue with clients by means of e-mail.
Before to pass to strategy and tactics of application of e-mail, it would be desirable to place all points in a question of division of clients on potential and established and to define, what purposes should be put before employees of the company at dialogue with each of clients.
The purpose of dialogue with the potential client is clear – to transform his potential into real purchase. And for this purpose in the course of dialogue it is necessary not to spoil impression of the potential client about the company, created by the maintenance and site registration. And the main thing is definitively to convince him of advantages which he will receive, first, from acquisition of the concrete goods or service, and, secondly, from acquisition of these goods or service at you.
With the established client is a bit other situation. It would seem the order is made also a main objective is reached, however at dialogue with him is impossible to forget about the following 3 factors: as it is known, there are various possibilities to refuse from already made, issued, and even the paid order. It is impossible to suppose, that it has occurred because of inaccurate and wrong dialogue with the client of the employee of the company, because you would like, that next time your client has made purchase again on your site.
And a final piece of advice – today the web technologies give you a really unique chance to choose exactly what you require for the best price on the market. Funny, but most of the people don’t use this opportunity. In real practice it means that you should use all the tools of today to get the information that you need.
Search Google and other search engines. Visit social networks and check the accounts that are relevant to your topic. Go to the niche forums and participate in the online discussion. All this will help you to build up a true vision of this market. Thus, giving you a real chance to make a smart and nicely balanced decision.
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