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What Makes Good Online Customer Service?

Updated on September 4, 2012
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Online Customer Service is Different

Providing good customer service for an online company or affiliate program is different from the traditional brick and mortar business.

In my experience, e-commerce relations are a a whole new entity. First and foremost, online customers and affiliates expect everything to be instantaneous. If you site is down or difficult to navigate, your customer simply moves on to the next site, never giving you a second thought. The following are suggestions on how to improve customer service on your affiliate site.

First Impressions

1. The appearance of your website should be top-notch.

No one (even we internet marketers) want to be involved with a spammy looking site. This includes pictures of sports cars and piles of cash. Nothing turns off a seasoned-marketer or frightens the newbie more than pictures of fast cars and cash. You website must also explain everything in detail on the main page including full disclosure of the compensation plan. I suggest a comprehensive video no more than 7 minutes long.

Fast-Working Website

2. When building a business on the internet, make sure you hosting company can handle your ever growing volume.

One of the most frustrating things that I encounter as an affiliate marketer is slow websites. I suggest that if you want to keep an ever-growing customer or affiliate base, make sure that your site works at top speeds. You existing customers may stick with you on a slow moving site but they will not be referring new members. Discuss with you hosting company the exact volume that you hope to have in the future and make sure they can accommodate it before you begin to build your site.

Facts and Questions

3. Publish a Facts and Questions page on you website. People need to know all of the rules before they join your program. Then after the facts and questions allow people an area to text their questions. Always answer these questions within 24-hours or shorter. Remember everything with internet marketing must be fast and easy. Live chat services are even better. With a live customer service chat you are able to alleviate any concerns right away.

Knowledge is Free

4. Remember in the world of affiliate marketing the competition for people's business is fierce. So provide easy to follow, comprehensive instructions on how to promote the business. YouTube videos and webinars are the best teachers so use them to your advantage. Always provide your affiliates with videos and text about your site, encourage them to copy and paste.

Educate your affiliates on what they can and cannot say about your program. The rules in the United States are becoming stricter.

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Easy Payment Methods

5. Right now it is really difficult for online companies to obtain a payment processor to please everyone. Because the purpose of online affiliate marketing is that it can be done by anyone in the world, you must find a reliable and easy way for people to pay you. It may be credit cards or Paypal or another popular payment processor. Some affiliates companies are even paying to their own credit cards now.

With most affiliate companies, people now expect to be paid within 24-hours of requesting payment. Unfortunately for the company, this entails many fees.

Keep Your Affiliates Informed

6. In affiliate marketing, keeping affiliates happy and informed must be your number one priority. Find ways to keep them actively engaged on the website. Avoid the tendency of only sharing information with only top affiliates and assuming that the news is sent down the ranks. Try to send a fresh announcement every couple weeks.

Have You Ever Signed Up for an Affiliate Site and Quit?

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Conclusion

If you are considering starting your own internet company, I suggest doing your homework first and understanding all of the costs involved in the process. In affiliate marketing, a little planning goes a long way in great customer service.

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    • Denise Handlon profile image

      Denise Handlon 4 years ago from North Carolina

      Wow-this is a wonderful hub, filled with solid, useful and interesting info. I'm sharing this one...Rated up

    • Anamika S profile image

      Anamika S 4 years ago from Mumbai - Maharashtra, India

      Right on! I look at all those when dealing with Companies. Hub liked on FB.

    • divacratus profile image

      Kalpana Iyer 4 years ago from India

      Just the other day I saw a website marketing a product. The site was filled with cash images. It's such a turn off. Now I guess almost everyone is experienced enough and get turned off by seeing such sites. Nice hub!

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      Thank you so much. Just took deal with everyday and made a hub from it.

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      And the sad thing is these companies are a dime a dozen. Sometimes the good companies miss the mark on customer service.

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      My mentor used to teach us that if you see a bunch of ads, fancy cars or cash.... Run.

    • Suzie HQ profile image

      Suzanne Ridgeway 4 years ago from Dublin, Ireland

      Hi Lipnancy,

      Great concise well written piece, easy for newcomers to online affiliate marketing to understand. Great job! Voted up, useful and interesting!!

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      Thank you so much. They always say to write what you know about. Affiliate Marketing just happens to be my little slice of the world.

    • profile image

      KDuBarry03 4 years ago

      Very useful and informative! I'm still trying to get used to online customer services; so now I have a good reference just in case of anything. Thanks for sharing!

    • profile image

      Arlene V. Poma 4 years ago

      You've covered all the bases. A+++, useful and interesting!

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      Many sites just do not understand that online means instant.

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      Just my area of the universe. Thanks for stopping by.

    • profile image

      mjkearn 4 years ago

      Hi Nancy

      Great hub, great advice. Well written and presented.

      Voted up and the rest,

      MJ.

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      Thanks so much for stopping by.

    • unknown spy profile image

      IAmForbidden 4 years ago from Neverland - where children never grow up.

      wonderful and very informative hub Nancy. Great write

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      Thanks so much.

    • MarleneB profile image

      Marlene Bertrand 4 years ago from Northern California, USA

      I was once driven to a site that had a picture of a fast car and a marketer holding up a fat wad of cash. I thought, really? It did draw my attention, but my first instinct was one of disbelief. You bring up some very important points to consider when doing business online. People online really do want it fast and easy. Wonderful coverage of this subject.

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      They want fast and easy but the fast cars and women at your side just don't make it.

    • mts1098 profile image

      mts1098 4 years ago from InsideTheManCave

      I love the simple way you presented these tips - crisp and clear - excellent job and extremely note worthy...You covered so many useful tip in 5 short paragraphs...cheers

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      Thank you so much. Your input means a lot to me.

    • dahoglund profile image

      Don A. Hoglund 4 years ago from Wisconsin Rapids

      I am not too familiar with affiliate marketing but this sounds like sound advice.

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      Thanks for stopping by.

    • profile image

      Lady Wolfs 4 years ago

      Nice hub and very informative. I agree online has to be instant or people move on to the next site. Great tips. Thank you for sharing.

      Voted up, useful and interesting!

    • Lipnancy profile image
      Author

      Nancy Yager 4 years ago from Hamburg, New York

      Thanks for stopping by.

    • Jadeofheart profile image

      Jadeofheart 19 months ago

      Wonderful :)

    • Lipnancy profile image
      Author

      Nancy Yager 19 months ago from Hamburg, New York

      Thank you so much.

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