How soon should a Help Desk ticket post a response? Should online companies have a Live Help presence 24/7?  Questions like these come up often among internet marketers.

The answer is this:

1)      Be as pro-active as much as you can.

2)      Also be prepared for some online shoppers to be more lazy and / or greedy / opportunistic ...or whatever you want to call it, lately, too.

 As a result of many late night discussions with internet marketers at internet marketing events and on phone conversations, etc., communications show that there is a need by low-paying internet marketers to want too much free stuff to the point of wanting sellers of practically anything at all to take buyers by the hand and spend all kinds of free time, effort and more “doing it for them.” The “demand” for free consulting and free service work can make your head spin out there.

 Pro-active tips for avoiding this are:

1) Clearly state on your sales pages or FAQs or somewhere, your policies. If something is not meant for people who need hand-holding, clearly state that. Even state if it’s not for first time buyers (i.e. if you have not purchased this before, do not buy here).

2) Clearly state that you have a Help Desk for basic install and operating questions. For consulting, doing the work for them, etc. there’s an hourly rate or other type fee.

3) Clearly state your hours of operation. And those who abuse your systems, give the boot ASAP. Do not tolerate harassment. And don’t think the customer is always right, or you’ll have no end to headaches with these abusers. You do not want your 24/7 staff, like phone answerers, being abused. That’s not right. Customers are not right in breaking laws; for example, with harassment issues.

4) Clearly state that you have automated systems in place, but that technology and the web evolve and some may be down once in awhile. In those cases, they need to complete a Help Desk tick and await a min. of 24 BUSINESS hours (not weekend) and do give complete contact info, not a help desk link only. Add a postal address, phone, real name, etc. If you want, include a 24/7 emergency phone number, but let them know (a) if help is needed during the weekend, off hours, etc. there’s an emergency fee (b) it’s based upon availability.

This way you can have a life.

For example, no contractor will rush to your home on a holiday or weekend to fix you’re A/C during the summer, let me tell you, for free. Internet marketers need to stop trying to play gods to cheapskates 24/7, killing themselves, their livelihoods / families, etc. in the meantime.

Internet marketing is part of the business world so plan accordingly. Seek help from the Small Business Administration for help as needed, and on popular internet marketing forums, for specific internet marketing help.

@ copyright 2008 Moving Ahead Communications