Outsourcing Your Support to Cyberspace: Going too Far?
Last night, while perusing a popular Internet marketing forum, I was a little surprised to discover that two Internet marketers claiming, “I don’t answer emails.”
I don’t feel I should point to this thread because it’s original topic was from someone complaining they didn’t receive their digital download and I don’t feel like “outing” anyone on that because these things do happen and my comments have nothing to do with the original intent of the thread. My comments were on the topic of: “I don’t answer emails.”
The marketers said they have set up customer support systems, so they see no need to answer emails. It is a more efficient way to deal with support as emails get filtered by ISPs and most companies are inundated with spam in their inboxes, leaving many customer emails unnoticed.
I absolutely can empathize with that and that is very much part of the reason I have my own ticket system set up, but what I was getting from these two people was that they simply don’t answer emails – they allow everything to get lost in cyberspace.
Now, I have to admit, I wasn’t sure if they were saying they, as individuals, don’t answer emails. OR if they were saying, their company didn’t answer emails…but in the end, I think the message was the same.
And that message is:
Someone who didn’t follow the rules of going through a ticket system (whether intentionally or as a result of being unaware of the rules) – wasn’t worth their time.
Even though I actually have had a business relationship with both these guys and am generally supportive of what they do – I was pretty shocked by these comments and had to speak up.
I wrote:
Hi – hope all is well, but I have a comment if you don’t mind.
I think that is the biggest cop out ever. If I get an email from a customer in my inbox, I forward it to my appropriate staff member to deal with. Ignoring people is worse than email getting filtered, IMHO.
Same comment to XXX – who says he never responds to email. FORWARD it on…seriously guys…it’s customer service 101.
To that, the marketer replied and said that it was just impossible. He had a membership base of 400,000 and the email address received tens of thousands emails per day. Although, I don’t have to deal with that kind of volume, I can absolutely sympathize with the overwhelm on a smaller scale. But still, to let email go completely ignored is baffling to me.
We all know that when we email eBay, we get an autoresponse telling us nobody answers this address, submit a support ticket at XXX. And most of their emails come with the disclaimer that we should not reply as no one answers that address.
Well, annoying as that is…at least it’s clear. We know what hoops we have to jump through to get in touch with a human being.
I don’t know who is giving outsourcing advice to say it’s okay not to answer email, but if you’re dealing with too much volume, lost emails and generally overwhelmed – please don’t outsource to cyberspace.
Here’s how we deal with email:
1. I personally don’t answer support requests. I am busy managing the business and making sure I provide the best resources possible…and making sure my business is as profitable as possible. It’s nothing personal against my customers or potential customers, but I have very qualified help on my side that handles support issues much more quickly and efficiently than I could. However, if a support email sneaks into my personal inbox, you bet it gets forward to the appropriate person to attend to it.
2. We change email addresses to reduce spam volume. If you’re still using the same email from 2002, do yourself a favor and clean things up. If spam is making it hard to distinguish between legitimate and garbage email, clean it up. Simply cancel the email address and put up an autoresponder that explains that a new address or support ticket system has been created for improved service. Apologize for the inconvenience, etc…etc…but in the long-run this will be better for you, your customers and prospects.
(And no…I don’t recommend things like Spam Arrest…but that’s a whole other blog entry for another day)
3. We use a support ticket system, but we don’t leave people guessing. I agree a ticket system is a more efficient way of dealing with support and if there is any email address we don’t answer, an autoresponse is always created, directing them to the ticket system.
Now, I’m not saying we’re perfect…and there are bumps in the road when trying to provide support online. I just think that it is very POSSIBLE to do everything that we can to ensure we make things as straightforward as possible.
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Setting up a Mailing List in QuickSales
Q: Can you give me some basic instructions on how to set up a mailing list in QuickSales?
A: As with most programs, the first step is for you to login to your QuickSales account. Once you have logged in, here are the steps you need to follow in order to create a mailing list:
1. Click the Email & Marketing tab Choose Autoresponders Create Autoresponder
2. Fill in the following fields with specific list information:
Name your autoresponder
Autoresponder ID field should already be set to new so you won’t need to fill it in.
Make sure Direct Subscribe is enabled
f applicable, choose the list you would like your subscribers to be unsubscribed to when they subscribe to the new list you have created.
Email address that you would like to appear in the from field of your customers emails which would also be the address you want replies sent to.
Supply a company name or website name so subscribers will know who the email is from.
If you are importing this mailing list into another list using Inherit Autoresponder option, this list would be sharable.
If you have turned opt-in verification on, you can select a template to use from the drop down list. Click the next link to change your opt-in settings from on to off or off to on.
Opt-In Verification:Â If you have this turned on you can select a template to use from the drop down list.
3. Once all of your information is filled in, be sure to save your list by clicking the save button.
Further Resources
To get the most of your email marketing campaigns, sign up for your complimentary y Email Marketing Tips.
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Keeping Track of Log In Information
Q: I am in the beginning stages of getting my online business set up and am having a problem keeping up with all the different log in information. Do you have any suggestions?
A: If you have been using the internet for a while now, you definitely know how easy it is to lose track of login IDs and passwords if you don’t start keeping track from the beginning. Don’t feel out of place here, because it is not uncommon for online business owners to request lost password or user ID information from sites. When you first start, it’s not that hard to remember those few login IDs you may have, but once you join multiple sites, and lists, keeping track of those IDs becomes more difficult.
Here are some basic suggestions for keeping track of your login IDs:
Pen and Paper Method:
Purchase a ledger or notebook and write the information down as you receive it.
Excel Spreadsheet:
Create a blank spreadsheet and name it “Login IDs.” Create at least 3 different columns and label them at the top with the name of the site, Login/User ID and Password. Fill in the rows with the information that corresponds with each site. Do this when you sign up and receive such information or you may forget to do it later. Another suggestion when using this method is to make sure you print an updated copy of this spreadsheet every so often and store it in a secure place. This way, you know you have a backup copy if anything should happen to your PC.
Utilize Cookies to Keep Track:
One way to save your passwords is to make sure you check “keep me logged in’ when this option is available. This method is not always recommended due to safety reasons. Keep in mind that you can erase your cookies and temporary files on your PC and when that happens, you have no record. Staying logged in to sites such as forums is a good time saver, but it’s really the best method either.
Password Managers:
There are auto fill in managers that you can use to keep track of user IDs, passwords, etc. Search on the internet for “password managers” and browse around to see what you find. You will have a lot to choose from, but keep in mind that it is absolutely necessary to be very cautious if you choose to implement these types of programs. It is possible for some places to put in more information than necessary and it is also possible or your personal information to get into the wrong hands.
Although there are a variety of ways to keep track of Login IDs, passwords, and email logins, just remember, you need to choose one that works for you. Try different options and stick with the one you are most comfortable with. Regardless of which method you use, make sure you keep your information up to date by adding new logins when received. This will help keep you from having to go through the ‘lost password” hassle as well.
Further Resources
For more help with your online business, grab a copy of my Online Business Action Guide
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Sending a Broadcast Email with WahmCart
Q: I am new WahmCart user and have my mailing list set up, but I’m having problems sending a Broadcast Email. Do you know how to do this?
A: Broadcast emails are beneficial for times when you have some sensitive information to send, but don’t want to add it to an auto responder series due to time constraints or other issues or limitations.
Here are the necessary steps in sending a Broadcast Email with WahmCart:
1.   Login to your WahmCart Account
2.   Choose Follow-up –> Send Email
3.   The next screen is where you need to type your email and send it to your list
Now, here is a simplified step-by-step process you need to follow in order to create and send the email:
Step 1
Choose the formatting for your message. This will either be Plain Text (Default) or HTML
Step 2
Go to your dropdown list and choose the list you wish to send the broadcast to. There is also an option to send to all of your lists just in case you should have multiple lists in our WahmCart Account.
Step 3
Schedule the date and time you want your email to be sent out.
Step 4
Put the appropriate subject in the subject line and remember to insert first or last name using the buttons above the subject.
Step 5
Put the contents/body of your message along with any additional information from the insert buttons above the body text box. (This may include first name, last name, email, URL, company or date).
Once you have everything entered, you can preview your message by clicking the preview message button. This will enable you to see how your message will appear to those who receive it. Double check everything and once the message appears the way you desire, click Send Message.
Further Resources
To get the most of your email marketing campaigns, sign up for weekly Email Marketing Tips.
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Setting up a Mailing List in WahmCart
Q: Can you tell me how to setup the mailing list in WahmCart? I am not sure how to use the features or set the list up so it will identify who the list actually belongs to.
A: Let’s start by giving you a username for example purposes; we’ll say your name is Molly’s Creations. Here are the steps you will need to follow in order to set up your mailing list in WahmCart:
1.   First, you need to login to your account with your actual username and password.
2.   Choose the tab that says, Followup –> Add List
3.   Now, you need to choose the following features that will identify your mailing list:
a. List name-For example purposes, let’s say the name will be Weekly Creations by Molly.
b. From name: Your name, business name, etc.
c. From email: molly@mollyscreations.com
4.   If you want to receive an email whenever someone signs up for your list, you need to select, yes on the next question.
5.   You will now be asked whether or not you would like to add your first message. This is actually the message your list will receive when they initially sign up. Choose whether you wish for your message to be delivered in HTML or plain text. WahmCart is configured to use plain text by default.
6.   You will now select the delay of the message. This is in the number of days after your subscriber signs up for your list. If you want emails sent immediately after sign-up, you would need to leave this set at 0.
7.   You will then see a set of buttons, First Name and Last Name under the delay section. This is for your subject line only. If you want to enter either of these in the subject line, you will need to click them, if not, simply type or copy and paste your email subject into this section.
8.   The buttons in the section that follows that are for your message. (First Name, Last Name, URL, Email, Company and Date).
9.   Now you can copy and paste or type your first message into the section that is labeled, Body.
*Note* If you copy/paste your email into the body section, and then click any of the buttons, the information will automatically be defaulted to the end of the email, so make sure you past this information where you need it in the actual email.
Your mailing list is now set up in WahmCart and once your code is pasted on your site, and your visitors sign up for your list, they will receive the email you created.
Further Resources
To get the most of your email marketing campaigns, sign up for weekly Email Marketing Tips.
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Create an Autoresponder Series in WahmCart
Q: How do I create an Auto responder Series in WahmCart?
A: Creating an Auto Responder Series for a list in WahmCart is basically very easy. Start by creating a mailing list as you normally would and make sure you include a welcome message as your first message in the series. This particular message will have a 0 day delay so it will be received immediately after subscribers complete the sign-up process.
The following steps will provide you with the information you need and for example purposes, we will use the name of Linda’s Creations that sends a plain text message to their subscribers one time per week.
1. Login to your account
2. Choose Follow-up –> View Lists. Choose the list you want to add to and click Messages –> Add Message
3. Choose how you want your message to be delivered. (Plain Text or HTML). Just remember, the default setting in WahmCart is plain text.
4. Enter the message delay setting. This will be in days, as in the number of days after the subscriber signs up. This being your first follow-up email, (not counting the welcome message), you will want to set the delay to 7. This email will then be received by subscribers 7 days after they complete the sign-up process.
5. The buttons you see under the Delay section are for your subject line only. (First Name and Last Name) If you want these entered in your subject line, click them, otherwise, simply type or copy and paste your email subject into the next section.
6. In the next section, you will see buttons that apply to the message itself. (First Name, Last Name, URL, Email, Company and date).
7. You may not copy and paste or type your first message into the section that is labeled, body.
8. You may now preview your message by clicking on the preview message button and send, but remember, if you have further changes to make, you may also click on edit message and proceed to edit and finalize your message.
9. To add or save the message to your Autoresponder Series, you simply click save message.
10. If you have additional messages to add to your Auto responder Series, repeat steps above.
Hint: If copying and pasting your email into the body section and you then click any buttons, the information will default to the end of the email. Make sure you cut and paste any information where you need it, in the email itself.
To get the most of your email marketing campaigns, sign up for weekly Email Marketing Tips.
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Create an Autoresponder Series in Aweber
Q: I hope you can help me with my Aweber account. I am a new user and having problems setting up an Autoresponder Series using Aweber. Can you give me some quick tips or instructions on how to do this?
A: First of all, if you haven’t already created a list in Aweber, you must do so before you can create your Autoresponder Series. Once your list is created, you will be able to add your Autoresponder messages by following the steps listed below:
- Login to your Aweber account
- You will see managing list (home page), list name (add new) at the top of the page.
- Using the drop down menu, choose the list you wish to create your Autoresponder Series for.
- Next, you will want to choose the messages tab at the top of the page and click on follow up. Aweber considers the first message in a series to be your Autoresponder and the following message after that is considered a follow up.
- If your initial Autoresponder message has not been set up, you can do so now. If the first message has already been created, simply click the green add message button and continue with your series.
Here is the information you will need to fill in for each message you add:
- Message: Enter the delay time on the message. For example, if you want subscribers to receive one email a week from the series, enter the number 7 in the field.
- Click Tracking: Check this box if you want to track the number of times your links in the emails are clicked. These links will be Aweber links and will not look like the link you actually enter.
- Template: Choose the template you would like your message to appear in, if any.
- Personalization Fields: If there is any part you would like to personalize, such as subscriber’s first name, you can choose the codes from the drop down list.
- Subject: This is where you enter the subject of the message.
- Plain Text Message: Enter the message here and click on the wrap long lines button to keep your links from being broken or split up.
- Plain Text Message: Enter your message here and click the “Wrap Long Lines” button to keep your links from being split up or broken.
- HTML Message:Â If you want to send the email in HTML format, copy and paste your message here.
- Analyze: Check the message against Spam Assassin to see if any of the content seems appear as spam type content which would possibly be blocked by some of the subscriber’s services, providers or email programs.
After you complete the steps above, you will need to click preview to view the appearance of your message and click save to add to your follow-up series.
Further Resources
To get the most of your email marketing campaigns, sign up for weekly Email Marketing Tips.
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Setting up a Mailing List in Aweber
Q: I’ve just signed up for Aweber and need some help utilizing the features. Can you tell me how to set up a mailing list in Aweber?
A: With some simple steps, you can have your mailing list set up in no time in Aweber.
Here are the steps you need to follow:
1.   Log in to you Aweber account.
2.   You will be taken to the Managing List page. Where you see managing list; list name/add new at the top of the page, you will need to click the add new link which will then take you to the manage lists page.
3.   At the top of the list, you will want to click the green create list button.
4.   You should now be on the list setting page where you will want to put all the details of your list in order to create it.
Here is the information you will need to put in and save after each:
List description
List name
The following information will be signed by anyone that unsubscribes from your list:
Company Name
URL of Company Logo
Website URL
Reply to address (Add your name and the email address you would like to send from and any replies sent to).
Once your list is created, you can then customize various parts of it in the list settings tab at the top of the page. Using that tab, you can also add other fields such as signatures, forms and other settings.
To get the most of your email marketing campaigns, sign up for weekly Email Marketing Tips.
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