There's more to the data protection business than you first might guess. Take a look at any of the sites of the major players and you're sure to see offerings in the online backup software field and Business Class Backup Services that will impress, but to be truly on top of the market, the best of these places needs to have some strong customer service skills as well.
Flexibility
And the best of these customer service profiles need to be flexible. It's not just about having a phone line that clients can call 24/7 but it's also about what you offer on your site that separates you from the competition. Ask yourself a few questions to make sure that you're anticipating customer needs.
1. Do you offer step by step instructions right on the website? Remember that most people want to at least have the option of being able to do it themselves before they call anyone. Of course you need to offer up the phone line as well, but make sure to present the do it yourself option first.
2. Offer a variety of billing options. Annual, quarterly, and monthly options generally appeal to everyone and by offering this kind of variety, you've let the client know that you're flexible before you've even had the pleasure of talking with them.
You need to remember that not everyone that wants to know more about your online backup service will be an expert. They might not even have the right questions to ask at first so you'll need to remember that by laying out some options and other information in front of them, you'll be able to lay a foundation where they feel welcome and at ease about pursuing a business relationship with you.
It's even a good idea to try and be proactive and answer a few of their questions in another section before they even ask. For example a Why Backup Offsite section will be one of the first places that someone new and inexperienced might go. - 16003
Flexibility
And the best of these customer service profiles need to be flexible. It's not just about having a phone line that clients can call 24/7 but it's also about what you offer on your site that separates you from the competition. Ask yourself a few questions to make sure that you're anticipating customer needs.
1. Do you offer step by step instructions right on the website? Remember that most people want to at least have the option of being able to do it themselves before they call anyone. Of course you need to offer up the phone line as well, but make sure to present the do it yourself option first.
2. Offer a variety of billing options. Annual, quarterly, and monthly options generally appeal to everyone and by offering this kind of variety, you've let the client know that you're flexible before you've even had the pleasure of talking with them.
You need to remember that not everyone that wants to know more about your online backup service will be an expert. They might not even have the right questions to ask at first so you'll need to remember that by laying out some options and other information in front of them, you'll be able to lay a foundation where they feel welcome and at ease about pursuing a business relationship with you.
It's even a good idea to try and be proactive and answer a few of their questions in another section before they even ask. For example a Why Backup Offsite section will be one of the first places that someone new and inexperienced might go. - 16003
About the Author:
Remote Data Backups.com, CEO Daniel M. Dugal has worked in the data backups industry for years. His company currently protects over 500 million files and RDB's Remote Backups are used in over 30 countries globally.
