SEO Email Marketing Online Customer Service

What makes for an effective online customer service presence? We’ll answer this important question by giving you a tour of some of the best (and worst) practices in online customer service. A number of successful online customer service centers will be closely examined, as we analyze in detail the characteristics of their success. We’ll illustrate exactly how these companies are creating satisfied customers and reducing operational costs, using “killer” customer service techniques and strategies like:

• Auto-response email
• Email newsletters and announcements
• Frequently Asked Questions (FAQs)
• High-powered search engines
• Personalization (of both Web pages and email messages)
• Discussion groups
• Ties to corporate systems

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An often overlooked marketing opportunity on the Internet is Usenet and email. There are over 10,000 newsgroups, each one on a distinctly different topic. In addition, there are many thousands more discussion groups conducted over email. At the most basic level, businesses need to be aware of where their company, products, services, or competitors are currently or might in the future be discussed, and how they can conduct business effectively in these discussion groups.

A company can create newsgroups, moderate them, archive them on their Web site, and write FAQs for them. Being “first to market” with such services could provide you a great deal of visibility to your target audience, and best of all, will practically “lock out” your competitors. In this non-technical, information-packed session, you will learn about:

• Discussion groups: on email “listservs”, Usenet newsgroups, and the Web
• Setting up a Usenet newsgroup
• Moderated vs. unmoderated discussion groups
• Driving traffic into your Web site with discussion group archives
• The benefits of writing a Usenet FAQ (Frequently Asked Questions)
• Email newsletters/announcements
• Personal Notification Services

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World Wide Web marketing is about one-to-one marketing of value-added services and information to the Internet user. One can market on the Internet most effectively by catering to the individual through customization. A number of high-profile companies on the Web are offering such “personalized” web sites, including InfoSeek (”InfoSeek Personal”), Ziff-Davis (”Personal View”), Bank of America (”Build Your Own Bank”), Amazon.com (”Personal Notification Service”), Netscape (”My Page”), and Microsoft Network (”Custom Start Page”), to name a few.

Personalizing your web site to each user gives you the opportunity to deliver a tailored message to an infinite number of target markets. Your web site can change based on the user’s buying and surfing habits, his past usage of your site, his demographics, his relationship to your company, and a multitude of other attributes which you could collect from your users online or cull from your corporate legacy databases. For example, imagine a customer who is surfing an online computer catalog and purchases a pack of floppy disks. Two weeks later he returns to the site and finds that floppy disks are “On Sale” that week. What he doesn’t realize is that he is the only person receiving the sale price, based on his recent purchasing patterns.

This type of “mass customization” makes a user’s visit more efficient and productive, thus saving him time and money. It encourages customer self-service. By catering to individual needs on a personal level, you foster self-reliance and lower support costs. Personalization also makes it possible to track visitors and correlate web site usage data with customer profiles. So not only does such a strategy allow you to do targeted value-added marketing, but also the user profiles and patterns that you collect will provide invaluable data for your marketing departments!

This in-depth, half-day workshop, is specifically designed for non-technical marketing and customer service professionals. We will:

• Explore basic concepts, terms, practices, and directions
• Examine closely a number of successful personalized web sites and analyze, in detail, the characteristics of their success
• Illustrate exactly how these companies are creating a personalized experience for each user, thus creating satisfied
  customers and ultimately reducing costs, and most importantly…
• Show you how to apply these techniques to your own online marketing and sales venture

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This is the workshop you’ve been waiting for - a LIVE Internet connection
so you can see what the buzz is all about, while an expert in Internet-based
customer service explains what it all means! Customer service departments looking to “get on the Net” need to prepare for the opportunities, pitfalls,
and competitive market niches that are being created in Cyberspace.

This in-depth, half-day workshop specifically designed for non-technical
customer service professionals prepares you to more fully participate in the marketplace. Basic concepts, terms, practices, and directions will be clearly defined and demonstrated. A number of successful online customer service centers will be closely examined, as we analyze in detail the characteristics of their success. We’ll illustrate exactly how these companies are creating satisfied customers and reducing operational costs. And most importantly, you’ll learn in this interactive workshop how to apply those techniques to your own online customer service venture. Demonstrations and discussions will include:

• Auto-response email
• Following up with personal email
• Answering their questions before they ask them! Frequently Asked Questions
  with answers
• Getting customers to help each other: online discussion groups
• Getting your data out there: online libraries of technical specifications,
  ties with corporate systems (e.g. FedEx)
• Putting it at their fingertips: using search engines and hierarchical
  indices
• Personalized web pages and automated personal notification services
  by email

Get a jump on your competition and get the solid foundation you need to succeed in this exciting new customer service venue by joining us for this one-of-a-kind workshop!

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How can you get the most out of your online customer service? This extraordinary presentation will demonstrate a combination of both automated and self-regulating methods for providing customer service online. You will discover that you can significantly reduce your staffing costs with these techniques :

• Auto-response email boxes
• Frequently Asked Questions (FAQs) with answers
• Integrating your FAQs with email responses
• Email newsletters/announcements
• Email-based discussion groups (”listservs”)
• Web-based discussion groups
• Usenet-based discussion groups (”newsgroups”)
• Intelligent search engines for your web site (both keyword- and concept-based)
• Online databases that can be updated automatically by your customers via the Web

Filed under: Online Customer Service Seminars | Email to a Friend | Printer-Friendly | No Comments »

Spread the word:      

This is the workshop you’ve been waiting for - a LIVE Internet connection
so you can see what the buzz is all about, while an expert in Internet-based
customer service explains what it all means! Customer service departments
looking to “get on the Net” need to prepare for the opportunities, pitfalls,
and competitive market niches that are being created in Cyberspace.

This in-depth, half-day workshop specifically designed for non-technical
customer service professionals prepares you to more fully participate in
the marketplace. Basic concepts, terms, practices, and directions will be
clearly defined and demonstrated. A number of successful online customer
service centers will be closely examined, as we analyze in detail the characteristics
of their success. We’ll illustrate exactly how these companies are creating
satisfied customizers and reducing operational costs. And most importantly,
you’ll learn in this interactive workshop how to apply those techniques
to your own online customer service venture. Demonstrations and discussions
will include:

• Auto-response email
• Following up with personal email
• Answering their questions before they ask them! Frequently Asked Questions
  with answers
• Getting customers to help each other: online discussion groups
• Getting your data out there: online libraries of technical specifications,
  ties with corporate systems (e.g. FedEx)
• Putting it at their fingertips: using search engines and hierarchical
  indices
• Personalized web pages and automated personal notification services
  by email

Get a jump on your competition and get the solid foundation you need to
succeed in this exciting new customer service venue by joining us for this
one-of-a-kind workshop!

Filed under: Online Customer Service Seminars | Email to a Friend | Printer-Friendly | No Comments »

Spread the word:      

How can you get the most out of your online customer service? This extraordinary presentation will demonstrate a combination of both automated and self-regulating methods for providing customer service online. You will discover that you can significantly reduce your staffing costs with these techniques:

• Auto-response email boxes
• Frequently Asked Questions (FAQs) with answers
• Integrating your FAQs with email responses
• Email newsletters/announcements
• Email-based discussion groups (”listservs”)
• Web-based discussion groups
• Usenet-based discussion groups (”newsgroups”)
• Intelligent search engines for your web site (both keyword- and concept-based)
• Online databases that can be updated automatically by your customers via the Web

Filed under: Online Customer Service Seminars | Email to a Friend | Printer-Friendly | No Comments »

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