Thursday, August 05, 2010
There's a common misconception among many solo entrepreneurs and small businesses that creating a website replaces customer service. Although websites do help customers find information they need about your product or service, you still need real people working behind your website if you want to succeed online.
The Adobe Business Catalyst system is a great platform for your online business, being an all-in-one feature rich system with many integrated tools to run a successful online business ... BUT no matter how sophisticated the technology might be, the website won't run itself! It's the personal touches and quick responses to your customers that make a website work and turn visitors into customers.
The standard acceptable time to return a business email is said to be between 24 and 72 hours. Take any longer than that and you have most likely lost the customer. If you don't have the human resources to return emails or phone calls to customers in this timeframe then you might want to rethink your online marketing strategy. And even though the Business Catalyst platform allows you to setup several automated responses, you can't depend on those to answer specific questions from customers. They are still looking for that human touch, even through a computer monitor :)
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