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    Author Message
    Harvey Segal
    Site Admin


    Joined: 23 Mar 2004
    Posts: 3147

    PostPosted: Mon Jun 26, 2006 6:29 am    Post subject: My best ever timesaver Reply with quote

    SUPERTIPS EZINE

    Issue 121: June 26, 2006
    Harvey Segal, Editor


    Hello SuperTips readers,

    I wish I could have written this issue years ago.

    I'm going to tell you how I've just implemented some
    changes which have completely simplified my online
    marketing day - and it can do the same for you.

    Oh - and I'm not selling anything !

    I am simply passing on some really useful ideas.

    Why am I in such a generous mood ?

    Well I do have an ulterior motive - as you'll see later.


    But first to the changes.

    They've solved a whole stack of problems in one sweep.

    And what are those problems ?

    (1) I'm concerned that people email me with questions
    and somewhere along the line their mail to me or my
    reply is not delivered.

    (2) My email address appears in hundreds of places
    across my sites allowing email address harvesting
    programs to capture it and bombard me with spam mail.
    Now I could change every occurrence to use an encrypted
    format solution but once the harvesting programs have
    found a way around this I'd need to repeat the whole
    episode with another improved solution, and so on.

    (3) I spend a lot of time answering problems about
    downloading and accessing my books. Unfortunately many
    are not very precisely defined.

    So "I am unable to download the book" means "I did
    download it but can't open it"

    And "Your link doesn't work" means "Your download link
    did work but the links inside the book don't"


    (4) I would like to be able to access my mail when I'm
    away from my home PC but use a better system than
    cumbersome webmail.


    (5) As my mailbag inevitably grows I might need in the
    future to enlist help with handling it.


    Maybe you can see a possible solution to these problems.

    How about using a Helpdesk system ?

    Well I HAD been thinking about this but then dithered
    while wondering which of the many Helpdesk products to
    choose, basic or advanced, what features I needed,
    whether to go for a free or a paid one, etc.

    But then came the turning point which immediately made
    my mind up.

    I received an email which read

    "Thanks - I've tried it again but it still did not work"

    That was all.

    No reference to our previous conversation.

    This person expected me to remember, amongst hundreds of
    messages I receive each day, what he was referring to.

    Even worse - it had taken 2 weeks for him to send that
    reply.

    Even worse - it took me ages to locate our past
    conversation because he was now using a DIFFERENT email
    address.

    In other words this was a perfect example of the worst
    problem of all, which was

    (6) Many people fail to quote previous replies, meaning
    that I don't have a full record in one place of our
    correspondence. So I have to piece it together from
    messages held in my sent mail, incoming mail, archived
    mail etc.


    Now of course one of the major attractions of a Helpdesk
    is that you use tickets which contain the full
    correspondence.

    And so my mind was made up - and I made my plans to
    implement a Helpdesk system.

    First step, I needed to change all occurrences of my
    contact email address to point instead to the Helpdesk.


    At which point I discovered that my contact information
    appeared in HUNDREDS of places - websites, ebooks, readme
    files zipped up with ebooks, autoresponder messages.

    So even if I did have a Helpdesk set up and ready (which
    I had not at this stage) then if I made all these changes
    and later wanted to upgrade to another Helpdesk system I
    would have to repeat this laborious task.

    Well of course just like any link which may potentially
    change - for example an affiliate URL embedded in an
    ebook - you should never refer directly to it. Instead
    use a new fixed page at your site.

    It would be this page, which I would call my Support and
    Contact page, where I would place the real link to the
    Helpdesk.

    So for now I would change all those email addresses to
    point to the Support and Contact page. Here I would
    temporarily have just the one reference to my email
    address which would eventually be replaced by a link to
    the Helpdesk.

    Mind you there are some places you still need to have an
    email address - for example in the from address of this
    very newsletter. I solved this problem by creating a
    new email account admin@supertips.com. If you send a
    message to that address you will get an automatic reply
    which politely tells you to use the Support and Contact
    page.


    And now I could start adding to that page.

    I could put FAQ type information such as resolving
    download and file access problems, as well as pointers
    to my two major content sites (about ClickBank and Ad
    Trackers) and their associated forums.

    This would eliminate a good percentage of questions
    without the need to use the Helpdesk: and an added bonus
    is that new visitors can be aware of my other sites.


    So here is the page - I know by now you're dying to
    look at it - and you can see what I have done.

    http://www.supertips.com/support.htm


    Note that some Helpdesk systems allow you to include the
    FAQ type information within their 'knowledge base'. But
    by putting it outside I'm allowing for the flexibility
    of a future change of Helpdesk which might otherwise
    entail repeating the creation of another knowledge base.

    In fact this simplified my choice of Helpdesk. I
    realised I could just have a basic product with a few
    essential features (such as the ability to allow a
    partner to handle specific posts).

    Switching later to another Helpdesk would not be such a
    big issue for me or a big change for my visitors. Any
    existing open tickets could continue to be dealt with on
    the old Helpdesk.


    So how did I finally choose which Helpdesk to use ?

    I narrowed it down to two products, a free one and a $99
    one.

    Now of course although the paid one has a lot of
    features which I might not need there is the advantage
    that you get better support than with a free one.

    Or do you ?

    Well I applied my usual test.

    I sent off a question to each.

    The $99 site has still not replied.

    The free site replied with a comprehensive technical
    answer within 45 minutes.

    And as a result that's the one I am using.

    If you visit the Helpdesk you will see the product:
    Maian Support.

    I don't get any commission or payment for this
    recommendation - it's just a way of saying thank you for
    a useful free product and good service.


    And in the same way I hope that if you find this issue
    useful you'll tell others to go and read it.

    It's SuperTips Ezine issue 121 in the archives at
    http://www.supertips.com/r/archives.htm

    And THAT was my ulterior motive which I forewarned you
    about at the start


    -----------------------------------------

    By the way I learnt this idea - of explaining how you
    needed a solution and the steps you used to implement it
    - from the very first guru I 'met' online, back in 1997.

    He is the highly respected Jim Daniels and his quality
    newsletters and articles are the reason for his 6-figure
    subscriber list.

    Jim has now been inducted into my hall of fame where,
    true to form, he has got another great (free) resource
    for you.

    http://www.supertips.com/gurus/jimdaniels/



    Regards
    Harvey
    ------------------------------------------------------
    To subscribe:
    http://www.supertips.com/ezine/

    Newsletter Archives: click HERE
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    Ralf Skirr



    Joined: 15 Sep 2006
    Posts: 3

    PostPosted: Fri Sep 15, 2006 12:15 am    Post subject: No Help from Help Desk Supplier Reply with quote

    I had the same experience: I sent a question (2 times) to the support of that product that is sold for $99 and did not get an answer.

    That's a bad thing for a company selling support systems, isn't it?

    So it's great that you gave us the alternatives here.

    Regards,
    Ralf
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    SoAmazed



    Joined: 24 Mar 2007
    Posts: 169
    Location: Houston, TX

    PostPosted: Sun Mar 25, 2007 7:23 am    Post subject: Reply with quote

    Maybe the 'emails' got lost in their own ticket system haha Smile
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    joefoxx



    Joined: 24 Jan 2007
    Posts: 53

    PostPosted: Wed Mar 28, 2007 12:02 am    Post subject: Reply with quote

    Great info!


    Joe
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    paul65



    Joined: 27 Mar 2007
    Posts: 130
    Location: United States

    PostPosted: Sat Mar 31, 2007 5:11 am    Post subject: Reply with quote

    Harvey,
    Excelant Idea I think I will put it to use.

    Thank you very much

    Paul
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    INoh



    Joined: 09 Mar 2007
    Posts: 8

    PostPosted: Sat Mar 31, 2007 9:53 pm    Post subject: Re: No Help from Help Desk Supplier Reply with quote

    Ralf Skirr wrote:
    I had the same experience: I sent a question (2 times) to the support of that product that is sold for $99 and did not get an answer.

    That's a bad thing for a company selling support systems, isn't it?

    So it's great that you gave us the alternatives here.

    Regards,
    Ralf



    lol, that's ironic.
    geez, im guess ing that product wasn't that great. Ddid you buy it?
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    Tupacia



    Joined: 04 Apr 2007
    Posts: 14

    PostPosted: Wed Apr 04, 2007 6:47 pm    Post subject: Reply with quote

    Great post, tons of great info there.
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