Customer Service

[Jreporter]

For those of you working on muses that will be completely automated, how will you handle the customer service aspect of the business? By that, I mean, will you have a toll-free number potential customers can call if they have questions, and who will take those calls? I know Tim recommends having all topics and potential questions covered in FAQ's on your websites, and, assuming you are doing this, will you still have a contact number in case someone still has a question? If so, will you outsource that via Elance? or hire someone? or do it yourself? I am just wondering b/c as new businesses, I would think you would have potential customers who might have questions, and I am wondering how you automate that aspect. For those of you who would make your customers email their questions, are you concerned about not having a phone line as well? thanks in advance.

[storm33229]

For those of you working on muses that will be completely automated, how will you handle the customer service aspect of the business? By that, I mean, will you have a toll-free number potential customers can call if they have questions, and who will take those calls? I know Tim recommends having all topics and potential questions covered in FAQ's on your websites, and, assuming you are doing this, will you still have a contact number in case someone still has a question? If so, will you outsource that via Elance? or hire someone? or do it yourself? I am just wondering b/c as new businesses, I would think you would have potential customers who might have questions, and I am wondering how you automate that aspect. For those of you who would make your customers email their questions, are you concerned about not having a phone line as well? thanks in advance.
1. FAQ
2. Email + Auto Responder
3. Email
4. Phone Call if ABSOLUTELY necessary

[dking]

The idea is to cut costs; Call centers charge by the second.

[badhank]

The idea is to cut costs; Call centers charge by the second.

has anyone done this, can you give up a set-by-step of what to expect? like start-up costs, what training material u need, etc, etc?

[dking]

has anyone done this, can you give up a set-by-step of what to expect? like start-up costs, what training material u need, etc, etc?

The better ones do, including script writing and so forth. Its just so expensive its not worth my time at this point.

[badhank]

i thought u meant it was cheap cause it was charged by the second, u know, like those chirping nokia phones that are like walkie-talkies.

[dking]

No. In my experience they charge you a huge upfront fee, then have you add money to an account that is then used by the second for support calls. Its like funding a cell phone plan, only you don't get to use the phone and its much more expensive.