Nobody’s taking your hints…
Wouldn’t it be nice if customers could figure things out on their own?
How do I log in? Oh yes, I click the page that says “log in.”
Simple example, of course, but much of customer service consists of answering “easy” or “stupid” questions.
Things you already told them.
Things they should already know.
And yet, they ask.
Why?
One of two reasons, really.
- They’re stupid
- It wasn’t as clear as you thought it was.
The stupid issue is easy to handle. Figure out if more than a few customers have this problem. Talk to the ones who do. See if they seem… stupid.
If there’s still a problem, you need to make things more clear.
Another example, the welcome email when someone signs up for a service.
You need to tell them exactly what to expect. What to do next.
Click this link, create your account, log in, click get started…
Ask for what you want. Don’t expect them to figure it out.
This also goes for things like reviews or surveys.
Don’t just “helpfully” slip a link to leave a review somewhere and hope they see it.
ASK them for the testimonial.
They’ll do it.
Simple stuff in this email today, but stuff people miss out on nonetheless.
No need to get to fancy, people.
— Mark
P.S. Get everything you need to simplify your customer service here: https://gumroad.com/l/rkbth/VIP
