phone customer support

how do you handle it?

[krolik]

I guess many of You when decided to start e-commerce, still also kept their day jobs. This is actually my case.
I would like to ask how did you deal with phone customer support?
Did you outsource it? If yes, could you please tell me what was the cost.
Please share all your experience and ideas.

Thank you ;-)

[LizaJane]

Though I was working nights, I was still not there 100% of what would have been considered normal hours for a retailer.
First, let me say that quality graphics and great descriptions go a long way to reduce phone calls. Also, a thorough FAQ section regarding products, availability, and shipping.

I did not out source. For our products it would not have been an option. Very custom. My voice mail message went some thing like this: Thank you for calling ******. Our office hours are M-F 8-4 PST. If we have not answered the phone, we are likely helping another customer. Please leave your name, ph # and a breif message, we will get back to you as quickly as possible.

[LifeinAsia]

To the voice mail message, I might also add something about checking the online FAQs to see if their question was answered there and/or submitting their question online (especially if you are dealing with international customers).

[karim0028]

So, im assuming most actually have a dedicated line? Or did it go to a cellphone or something? Sorry to hijack the thead ;) But i had the same lingering question....

karim0028

[krolik]

I am thinking about using skype, the "call in" option. They will give you local number, and it is really cheap.
You pay only yearly fee ~ 30$, no contracts, etc. But need a special phone or just use your computer.
I am using skype all the time for my personnal use and love it. Perfect for international calling.

[BradleyT]

I have AT&T unlimited local and long distance. It's $50/month. I set up a dedicated fax line also and have to use the same plan for the fax line (at a slightly discounted rate). The installation fee was high ($200) because they had to run 2 new lines into my house.

I also got an 800 number for $5 per month. However there was no fine print that told me all incoming calls to my 800 number are 3.9 cents per minute - so I was somewhat shocked when I got my first bill. Just dont have your friends and family call you on that number or if they do, tell them you'll call them right back because it's free.

I've gotten local calls about store hours and products we carry even though my online only business isn't even running yet. I believe this is from them putting me in the 411 directory because I haven't advertised my number anywhere because my site isn't finished.

I just have a message stating "Thank you for calling #*$!X. All representatives are currently busy helping other customers. Please leave your name, number and message and we'll get back to you as soon as possible".

[arubin]

If you sometimes can answer calls, have it forward to a cellphone and pick it up when you can.
No one's thinking all the reps are busy, so let me just go buy online. Either they'll call back enough times to figure it our or they'll move on.
You don't have to fess up to being at a different job but if you pick up and can't help the customer, let them know that your away from the warehouse/office but you will give them a call back to help them out.
People respect the self-run startup who is taking an interest in their concern. You're customers will be more understanding and you'll earn loyalty than most large companies can engender.
Now if your selling surgical equipment or re-insurance - nix all the above.

[Ledfish]

We have always had to handle our own telephone support. For our business it just isn't something we could outsource.

We found that using a virtual PBX type solution was the easiest. It also allowed us to have an auto attendant so that calls could be routed to several different departments and then we could have those calls for each department forwarded to different telephone number. Heck we even have music on hold. The best function was that all messages left are sent to us via e-mail. The whole thing just made it so that we can operate our telephone support from anywhere.

[philbish]

I started in high school, had the 800 number with auto attendant and extensions forward to my cell phone. I'd pick up if I could, and some people would leave voice mails.

There's definitely been times though when if I wouldn't have answered the phone when I did, I'd have lost some huge sales.

And there's times when I'd be up all night programming, and sleeping in until 2 pm (or later!). From looking at the caller id logs, I'd see the same person calling back maybe 20 times in a short period of time - yet never leaving a message.

Just have a thorough website, and try to limit the number of calls. But you still should display the 800 number prominently.

Good luck!