I think this is something you might be able to relate to, and is has nothing
to do with a support ticket system. It's the fact that doing support is one of the
tasks that can take up all your time and produce you no income. Absolutely no income.
Now, don't get me wrong, I like my customers more than anything else in the world,
but I don't want to spend half my life answering the same questions over and over
when I could just put the answers in front of the using a help desk software. But
that's another topic, what I want to tell you is the strategy I used to actually
increase my sales by reducing support.
Here's the breakdown of how I did it. The first thing was that I made a list of
all the questions I was getting from my visitors. Not the people that had already
bought my product, but the ones that were thinking about it.
I thought about all those things that I would personally tell my potential customers,
and I wrote those as if I was writing to my best friend. I thoroughly answered all
those questions I was getting and I explained with a lot of detail why they should
get my product.
So after I had my list of what I called my "sales FAQ's" I put them online using
my support ticket system. The use for this was to put those answers in front of
them, so even before they asked a question, they would have found their response.
The result was a staggering increase of conversions. I went from having a 1.3 -
1.7% to a 3% conversion ratio. At first I didn't believe it, but the fact that people's
questions where being responded upfront made a huge difference in settling their
anxiety and helping them make the decision of going through with the purchase.
I was thrilled, and in all of my websites I started implementing this "support ticket
system" method, to bring more profits, and take the work off my back as well. I
started seeing the same results over and over.
One of the commonalities that I see in most online business is the lack of a structure
to answer their potential customer's questions. This leads to failure in converting
to sales. Of course, if you're doing it manually over and over it will become a
pain, but if you set up your own automated system, it becomes like a well oiled
machine you use to generate revenue from one of the most obvious places...the people
that are already visiting your site.
