List Building – Support Time to Response

This topic is relatively small, but it essentially involves creating a better response time for customer support issues in regards to any and all questions you may receive for your website. More specifically this pertains to your users asking about or needing support for your email subscription list.

If you’re managing all of your email campaigns manually, meaning you’re not using an third party email service provider, you need to stay on top of you support requests. This is vitally important for users wishing to stop receiving your information via email or those wishing to change what information they are getting. Fortunately for those of using an email service such as Aweber, you don’t have to manage support requests as much because 99% of all mailing list features are automated.

Average response time

Trust me when I say that your visitors will rate your whole business (and your reputation) on your response times for customer support issues or general questions about your services. This fact may be more important to those running full-scale businesses online because this can affect your sales, but all websites can suffer to some degree including the loss of web traffic and backlinks.

Put yourself in your visitor’s shoes and ask yourself if you’d like to be “placed on hold” when you need urgent assistance. Make sure you respond to your visitors/customers as soon as possible. My theory is if you’re running a website, you’re more than likely on it at least once a day, so same day response times are not that unlikely.

Communication is key

Just like I mentioned in the article about proper commenting techniques, communication in any form is vital to your site’s success. If visitors think your site is dead, they won’t be coming back and this becomes an issue very fast if you lose communication with your users.

The easiest way for you to provide this support to your users is to provide a very easily found page on your site that includes a basic webform, visible email address, phone number or all three!

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