I have a few sites in the ‘internet marketing’ niche as you know. One is a year old in 2 weeks, Viralurl and we (Frank and I) do have a VA that works on the support desk but we are still logged in there all the time we are online and answer tickets very fast.
I mention that because it is not a small site, and we are both very busy, but we have taken a conscious decision that one of the things that will differ us from other sites is our customer service. Well now I am in the process of launching ViralNetworks! and am coming across the same situation. I also have a personal VA and she too will man the ViralNetworks! helpdesk once we launch, but I will also be about to handle all the questions she can’t in a very timely manor.
I get many positive feedbacks as a result of this and I am certain it leads people to feel more comfortable doing business with me and spreading the word of my site (The ever important Viral aspect).
Here is one that just came in then and inspired this post:
Colin,Thank you for your quick response. I was easily able to set up the
email add and send it. I have been in sales and sales management for many
years and have always insisted that getting back to customers be a number
one priority.I am hoping that using your service will be the start of much sucess
in my online efforts. There is much to learn , but if the response level
stays this high, I’m sure it won’t be long before the campagins are
working on all cylinders.Once again, I would like to thank you for your quick response. I
can’t wait to start recommending your software at every opportunity. Call
on me any time for a testimonial.Sincerely yours,Bruce ********
That’s not to toot my horn, but would Bruce, (in this instance, there are MANY others like this) say that he is very happy and can’t wait to recommend my service to everyone if I had taken 3 or more days to get back to him and address is concern… my guess is not.
* At What Point Does Your Business Get Simply Too Big To Maintain The Personal Touch?