One simple way to go above and beyond in your customer service is to call your new customer when they make a purchase from your site. The goal of your call isn’t to sell your customer something else or convince them to upgrade what they bought. Instead, you want to use this call to thank them for their purchase.
After you thank your customer, ask if they need any help. Make sure they were able to download the product they bought. If they weren’t able to access the product, help them do that right away. You may have to send another login link, explain how to save a product, or guide them into finding where their downloads are stored on their device.
You may also want to ask follow up questions that can give insight into the purchasing process. For example, you might say, “Did anything trip you up while you were buying? If so, would you share that with me so I can fix it for future customers?”
Touch Base with a New Customer
Sometimes, you’ll follow up after a new customer has purchased a service from you, like coaching or virtual assistance. In these cases, use your follow up call to learn something about your customer.
You might say, “I’m calling you to say thank you for your business and ask if there’s anything you need from me. We’ll be in touch later on, but in the meantime, is there one thing you want me to know about you before we begin working together?”
Your customer may share insights into their lives by saying, “I want you to know that my son’s getting married this year. I’m super focused on making more money in less time so I can enjoy this season with my family. That’s why I signed up for your services.”
Keep It Quick
Since your call is unsolicited, be mindful of how long you keep your new customer on the phone. A short window to aim for is around five minutes. If a customer needs help or points out a problem, then your call might last longer. But as a general rule, you want to keep your call quick.
Let Your Virtual Assistant Call
If you get a sudden influx of new customers, you may not be able to handle all of the follow up calls yourself. In this case, it can be helpful to outsource these chats to a virtual assistant that you trust. Tell your VA to reach out to new customers and make a personal connection.
You can even create a brief script if you want to. Something simple usually works best. Your VA might say, “Hi, I’m Jodie and I handle tech support for Solo Web Solutions. I wanted to thank you for your recent purchase of ABC product. Were you able to download it successfully and use it?”
Your virtual assistant should also use this opportunity to share a phone number or email address where customers can reach support if they need it later on. Little touches like that may not seem like much at first but they make customers view your brand in a positive way.
Give your customers remarkable customer service and they will pay attention. The more you serve them, the more they’ll want to tell others about your brand, and your business will flourish because of it.
Discover how to make exceptional customer service the cornerstone of your brand when you download your free workbook.
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