How to Automate Customer Service

8/13/2019 How to Automate Customer Service

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Andrew McCauley: Episode No. 31 Automating Customer Service. This is ourfourth in our Automation series. In todays podcast you are going to earn ho! touse hepdes"# ho! to use ive chat and voicemai on your !e$site# !e are going tota" a$out pos and surveys and forms to get more info to customi%e your

offerings.

Voiceover: Have you picked up our online survival guide yet? Getprepped for the future of online marketing by going to www.AYBGuide.com.

Andrew McCauley: &ey# every$ody' This is Andre! (cCauey. )ecome totodays *odcast No. 31. This is e+citing $ecause !e are no! over the hump of 3,#no. - in our series. Today !e are going to ta" a$out a !hoe $unch of stuff andits going to $e pretty action pac"ed. )e got a !hoe range of other things !e!ant to share !ith you today. f course# !e $eing mysef and &eather *orter.

&ey# &eather'

Heather Porter: &ey# Andre!' &eo every$ody' /es# Andre! and I "ind of feei"e !e found the groove at *odcast 3, and on!ards. )e are doing these !ee"yas you may have noticed. )e reease these sort of every 0riday or Thursday

depending on !here you are in the !ord and !e have a fe! other e+citing thingsthat !e are going to start to impement and use in our upcoming sho!s !e are

going to ta" to you a$out today as !e. )e are getting great feed$ac" from youguys $y the !ay and !e reay appreciate it $ecause its heping us give you more

of !hat you !ant.

Andrew McCauley: &ey# ust as you said that# this is No. 3, and its not the

3,th!ee" that !e have $een podcasting $ecause immediatey at the start !e !erea $it non2reguar !e coud say !e !oud do a podcast every !ee" or a coupe of

!ee"s or !hatever it !as $ut since !e have $een reguar# since !e have $eendoing it on a reguar time and day# !e have ust seen things i"e our ratings go up#our sho! notes $eing do!noaded more# !e have seen a ot more interaction !ithpeope from our podcast and its $een a pretty vaua$e esson a$out consistencyand a this the stuff !e are ta"ing a$out getting on your 0ace$oo"# doing yourposting# doing actions on your !e$site# your onine mar"eting it $ois do!n toconsistency and this is ust sort of a proven fact for us that !e are finding out that$eing consistent is definitey !or"ing for us. )oudnt you say

Heather Porter: A$soutey and I thin" so many peope say 4h# do I need to i"e!rite something on every singe day onine5 and I guess reay the ans!er is notnecessariy $ut as ong as !hat you choose is !hat you continue to do $ecause

then peope $uid that trust and reationship !ith you. Its ust i"e you guys aresitting here and istening to us right no! and most of you are pro$a$y going

4/eah# you "no!# I do isten to you once a !ee" and its pretty coo5 and you

e+pect that !e are going to have another one coming up ne+t !ee". So# it is.Stic" !hatever you guys choose in your $usiness to post and do it consistenty.

Andrew McCauley: /eah. So# today is a a$out automating your customerservice. Customer service o$viousy is one of the $iggest factors of your $usiness

and !e are going to have a coupe of coo toos to share !ith you today and someta"e a!ay $ut $efore that6

Heather Porter: /eah# you guys may have noticed !e do this itte thing no! 4So# !hat did you earn5 session !here Andre! and I get to chec" in !ith each

other in front of a of you pu$icy and say 4&ey# Andre!# !hat did you earn ast!ee"5

7isten here8 http899autopiotyour$usiness.com9podcasts9automate2customer2service9

:et a copy of our nine Surviva :uide here8 http899ay$guide.com

!!!.autopilotyourbusiness.com
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Andrew McCauley: (y !ee" has $een $usy earning a !hoe $unch of stuff.I thin" I have earned a shed fu of stuff this !ee". I thin" its i"e that every!ee" $ut ust oo"ing $ac" on it no!# coupe of $ig things I earned this !ee" is Ihave dived $ac" into podcasting statistics and podcasting SE not ust on iTunes

$ut on some of the other sites that !e have. )e have our podcasts# in case youdont "no!# on Stitcher and Soundcoud and *odcast ;aiy and a coupe of others

as !e and I have ust $een oo"ing at ho! to get our podcast out there more infront of peope and a!ays earning some essons. /ou thin" that you have earnedas much as you can in the su$ect $ut !hen you go $ac" and revisit it# you find outmore and more and more. So# !e are oo"ing at a of our podcasts and our pastpodcasts and ust ho! !e have structured those as far as !riting the $og post orthe actua sho! note goes# !hat !e are caing our podcast and that sort of stuff.So# "eep your eye on !hat happens !ith our podcast and chec" out the ratings.toofuy# if I am earning a the stuff correcty# it !i start cim$ing the ran"ings

!hich is ony a good thing for us. So# that !hat I have $een earning this !ee" isgetting my head $uried in iTunes SE.

Heather Porter: Coo# e+citing. It is actuay e+citing.

Andrew McCauley: Amongst other things that I have $een doing< e+citing forus any!ay. So# !hat you have $een doing )hats going on !ith you )hatsfiing your head this !ee"

Heather Porter: I ove this $ecause I thin" you "no!. Its $een an interestingactua month or at east a coupe of !ee"s and the fact that !e are gro!ing rightno! as a $usiness !hich is e+citing $ut !ith any gro!ing pains you "ind of haveissues !ith staff and systems and you have to revisit !here you are going as a

$usiness and I "no! those of you istening that are $usiness o!ners are going tototay reate !ith !hat I am a$out to say. So# $asicay !e have had some staffingissues and !e have had to et go some of our staff and !e are no! in that phase ofgetting ne! staff on$oard and !hat I ove a$out this is that as much as it is hard#

!e have systems in pace to hande it $ecause !e have ta"ed to you guys in otsof past episodes incuding the one ust $efore this one a$out =asecamp. =asecamp

is a proect management too and time management too. So# a of our proectsare in there and !hat I am a$e to do right no! is actuay remove peope that arenot doing their o$s propery out of the entire system and then add some$ody eseto ta"e over the proect and $ecause !e documented everything so !e# its veryeasy to do a hand over. So# I guess the $iggest thing I have earned again is ho!incredi$y happy I am that !e have spent the e+tra time deveoping systems in our

$usiness to ao! for moments i"e this of gro!th and change to not $e so cra%y.Andrew McCauley: 7et me as" you a >uestion a$out that and this is for meas !e as our isteners $ut ho! painfu !as it to actuay spend that e+tra timecreating that system sort of stuff in the first pace

Heather Porter: It is and it isnt. I thin" the !ay I started oo"ing at it !as itust gives you carity# you are actuay oo"ing at are you treating your customerthe $est !ay you can# are you actuay giving them >uestionnaires and finding outinformation from them to reay ma"e them fee supported $ecause you dontactuay thin" i"e that unti you have to thin" of the systems that you put in pacefrom your end and then tying it together so is your team supported# is your

customer supported. So# !as it painfu /eah a itte $it $ut at the same time its

actuay heped you and I deveop the products that !e offer as !e $ecause !ehave gotten carity on !hat the cient !ants more of and ess of as !e.



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Andrew McCauley: /eah. I thin" it $ecomes ess painfu !hen !e actuaystart using the systems i"e no!. )e are creating a system# they are not going toeave# no ones going to eave us# everything is going to $e s!eet# !hat are !e!asting our time !ith this system for $ut !hen the time comes and they do eave

for !hatever reason# then the systems s!ings in the paces i"e 4h# than" god !egot that system in pace. That is so easy5 and a of a sudden that pain that !e

!ent through a ong time ago is no! a distant memory.

Heather Porter: So !orth it.

Andrew McCauley: Thats !orth it# yeah.

Heather Porter: E+acty.

Andrew McCauley: I thin" a ot of peope go through that initia pain and say

4Thats too painfu. I dont !ant to do it5 $ut "no!ing that its going to $e a oti"e6 )e !oud $e in so much more pain right no! if !e hadnt had done it. If !eavoided the pain !ay $ac" and said ets not do the system and then no! !e have

to go $ac" and reinvent the !hee# that !oud $e painfu for us right no!.

Heather Porter: E+acty and I guess ust one point to cose on that# this is ho!

easy it is# guys !ho are istening. I mean# !e have some contractors !e have!or"ed $efore on certain proects and I have iteray ust S"yped them and I said

4&ey# can you go oo" at this proect5 and I have given them access to thatproect# I trust this guy and then I have $asicay given him a in" straight into=asecamp and I ust go 4:o straight into To2dos# have a oo" at !hats going on inthere $ecause its a very ceary speed out as far as !hat sti needed to $e doneon the proect and et me "no! if you can fit this in.5 It !as a three2sentence

S"ype message and everything he needs is in there and thats iteray a in" thathe goes straight in and reads the rest. So thats !hat !e mean guys $y ho!incredi$y easy it is. Its not i"e I have to sit here !ith Andre! and !e have to go

through the proect# !hats outstanding and type it a up again at a. Its not evena$out that.

Andrew McCauley: /eah# yeah.

Heather Porter: And on that !hoe topic of customer service and automation# !eare in the midst of our automation series and again !e i"e automation $ecause itao!s your $usiness to gro!# scae# ta"e $etter care of your cients# your eads andyour staff and this particuar episode is a a$out customer service.

Andrew McCauley: /es and one of the toos that !e use for customerservice. There is a !hoe range of different ones out there. 7ets get into it# sha!e 7ets get crac"ing. So# !hen !e ta" a$out customer service# there is anum$er of different facets of it and I guess one of the first things that peope thin"a$out is ho! do you interact !ith that customer# if someone cas you and needssomething# some service of yours# ho! do you interact !ith that# and $eing anonine mar"eting company and !e are ta"ing a$out onine products here< !e are

going to ta" a$out the $ig main hu$ of customer service and then !e are going tota" a$out some other anciary toos and services that you can use. So# !hats the

$ig customer hu$ that !e use for our main go2to customer hepdes" sort of thingfor us

Heather Porter: Its e+acty right. It is a hepdes" and its caed ?endes" and

!hen you thin" a$out customer service# especiay onine# you do thin" of tic"etingsystems# hepdes"# paces !here you can oo" for "no!edge $ases and as"





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>uestions onine of a $usiness. So# thats !hat this is. This is a hepdes" and !euse ?endes". There are oads# oads of other hepdes"s out there. )e have ustfound that ?endes" is >uite easy to use# its scaa$e and the fact that every monthyou pay them a fee $asicay and every month you coud choose !hich eve you

are on. So# you might ust have a very $asic eve# I thin" its i"e @, doars amonth and you might have a higher eve that has more customer service agents

and ive chat $ut !e !i start to dig a itte $it deeper into each of those things !eare ta"ing a$out $ut utimatey# ho! !e have set ours up is !e actuay $ought adomain and !e ca our domain !!!.A/=&ep.comand !e have mutipe !e$sites#things that !e have going on onine and !e a!ays in" $ac" to that domain !hichis !here our hepdes" sits. It "eeps things reay easy. So# !e have this hu$ ofcustomer support a in one pace.

Andrew McCauley: So# do !e have a room fu of peope sitting $y a

teephone @- hours a day# days a !ee"

Heather Porter: A$soutey not. )e have a tic"eting system# !hich then ifsome$ody comes in and $asicay fies a >uestion or a response or !hatever they

need to say# it automaticay goes into the system and it emais# in our case to oneof our team mem$ers# that !e have chosen# it emais straight over to her.

Andrew McCauley: /eah. So# it goes to her. )e usuay ans!er in a timeyfashion that can $e up to you. I mean# sometimes it can $e ans!ered !ithin

minutes# other times it coud $e ans!ered depending on !hen they send the tic"etthrough $ut ust "no! that its something that you dont need to have fu timestaff to have there. /ou can have your o!n hepdes" !ithout having to pay theoverheads of having a @- hour a day# day a !ee" operation.

Heather Porter: E+acty. And another coo thing thats great a$out usingsystems i"e this is that you deveop something caed a "no!edge $ase. )hatthat is# is that if you start to get a certain >uestion consistenty over time# itsconstanty $een as"ed# !hat you can actuay do is deveop a itte BA inside yourhepdes". So# as the person is typing in their tic"et# the system itsef is going topu up some responses and say 4&ey# is this something that can hep you5 andoftentimes !hen you get those >uestions in your "no!edge $ase# peope finde+acty !hat they need there and they dont have to finish doing the !hoe hep

tic"et process to actuay contact you. Again# !e are ta"ing systems# !e areta"ing scaing your $usiness# support of your customers or customer service.

)hen you have a hepdes"# its a perfect pace to aso simutaneousy $uid your"no!edge $ase and !hats coo a$out that is once you have your 0re>uenty As"ed

Buestions# that can $ecome content# it coud $e a !hoe oad of other things inyour $usiness as !e.

Andrew McCauley: A a$out repurposing.

Heather Porter: Thats right.

Andrew McCauley: )e are $ig on repurposing if you havent noticed that $yno!. Aright# so thats ?endes". Anything ese you !ant to ta" a$out as far as?endes" goes and any other coo features that may interest some of the peopeistening

Heather Porter: /eah. I mean# there is one that I i"e and its the ive chatfeature. So# !hat it means is that you stic" this itte sort of !idget thing or apiece of code on your !e$site and yes# its very easy in )ord*ress $ut it can $e



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used in other patforms as !e and it ao!s you to have a itte support ta$ thatsits on the side of your !e$site or at the $ottom and its ust as support of!hatever !ords you !ant 4&ep5# 40ie Tic"et5# 47ive Chat5. If cic" on that# !hat?endes" ao!s you to do is it gives a itte pop2up $o+ or a itte pop2up !indo!

and it says 4)oud you i"e to ta" to an agent ive or ust fie a hep tic"et orsearch our "no!edge $ase5 So# you can actuay cic" on that and if you have

some$ody on your team that is a$e to sit there and $e accepting of these ivechats# its very easy. They iteray ust tic" a $utton at the $ac" end of ?endes"and say 4I am onine and I am ive5. The system itsef !oud then connect !iththem and that person on your !e$site can as" a the >uestions they !ant ive inrea time to any$ody on your team !hich is reay coo. No!# if they are notactuay ive and they are seeping or !hatever# the system is smart and it !i say

4Turn this >uestion into an actua hep tic"et5 at that point and te the person that!e dont have any agents onine.

Andrew McCauley: )o!' Thats coo. &o! much do you ove ?endes"

Heather Porter: I do and gosh for a !hie# Andre!# I !as researching for another

cient a$out a year ago and I !as reay researching hepdes" and one done I ustcame across !ith the guys over at )ish 7ist !hich is a pug2in for )ord*ress formem$ership site. So# I ust turned using something caed Dhino< not sure !hy#have to chec" that one out.

Andrew McCauley: I can te you that actuay. )ish 7ist is their o!n product.

Heather Porter: I "ne! thats right. /ou do "no! a$out that.

Andrew McCauley: I do "no! a$out that. I do "no! the guys from )ish 7ist

and Dhino is another product. If its not roed out date yet# its a$out to ro out.)e aready have access to Dhino and !e !oud ove to investigate that a itte $itmore $ecause it seems to $e a pretty coo patform as !e. Dhino Support I thin"

its caed# !!!.DhinoSupport.com. Its a itte $it cheaper than ?endes". As faras cost scope for ?endes"# I $eieve you pay per seat on ?endes". Is that right

Heather Porter: *er seat and per features as !e. I thin" this has got 32- evesthat you can sign up for# anything from the one seat and that does not have ive

chat and then from there it $egins to go up. /ou can aso add on in any of thoseeves more seats or more customer service ogins I shoud say $ased on !hat you

!ant. So# its >uite customi%a$e I suppose.

Andrew McCauley: /eah# and I "no! !e !erent going to ta" a$out Dhino

Support too much $ut I $eieve that Dhino Support is or Dhino I thin" its DhinoSupport they dont charge i"e that. They charge a one2off fee and thats it.

They charge a one2off fee and they get a of the items thats needed in one spot.So# it coud $e an interesting thing to "eep an eye on as !e.

Heather Porter: To oo" at# yeah# and I thin" thats the point# you guys. Thereare mutipe options out there< its ust a$out finding the one thats right for you.

)e use ?endes"# a ot of other peope use ?endes" $ut if you have a goodhepdes"# the main features you are oo"ing for are if you !ant the ive chat

feature# ma"ing sure you have "no!edge $ase !here you can have that BA andma"ing sure that its an easy system to use for your team and aso the customer.So# as ong as you have those features# then you are great for $eing off running!ith you o!n hepdes".



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Andrew McCauley: A!esome' Aright# ets move on. 7ets move on.)hats our ne+t coo too or resource that !e can share !ith peope So# !e gothepdes". )hat a$out foo!2up emais No!# this is the one that peope dontoften thin" a$out $ut putting peope into a emai responder service once they $uy

something# so much is invoved !ith getting peope into your ist and getting them$uy your stuff that many peope forget to go $ac" and than" them $ut aso "eep

them !arm# "eep contacting them after they purchased that particuar item and !ehave ta"ed a$out some of these services $efore $ut ets ust touch on a coupe ofthe mai services that !e can use for this. ;o you !ant to "ic" this off !ith thefirst one

Heather Porter: (aiChimp. )e a!ays ove (aiChimp.

Andrew McCauley: /eah# (aiChimp# initiay its a free service if you are ust

using it as a ist $uider. It goes up to 1, doars a month if you !ant to start usingauto2responders !hich means putting in emais after some$ody has opted into

your ist. So# (aichimp is a great !ay to ust "eep those peope in chec". ncethey $uy some products of yours or service# put them into a (aiChimp ist and

then send them out every !ee" or month 4&ey# ust thin"ing of you. I !ant toma"e sure that you are enoying the product or the service. If you have got any>uestions a$out it# here is the emai to send us an emai $ac" or hit repy and etus "no! !hat you are thin"ing a$out our product. :ive us some feed$ac".5 :oodtime to as" for testimonias as !e once they have $een using your products for acoupe of !ee"s !hie its sti fresh in their mind and then you can use those

testimonias for your o!n mar"eting stuff.

Heather Porter: /eah and this is a done through auto2responders. So# you

guys create the emai once# you !rite a series of foo!2up than" you emais andstic" them in a program i"e a (aiChimp or A!e$er or Constant Contact or fficeAutopiot or Infusionsoft< it goes on and on. Any!ay# your emai program that youuse# you stic" this in and the system does the rest for you a on autopiot. So# you

are supporting your cient# you are ma"ing them fee specia $ecause they havepurchased something from you and they are getting foo!2up from you as !e.

Andrew McCauley: /es !e !ere getting some good resuts from some of ourcients !ho !e have impemented that !ith them and very happy !ith !hats going

on.

Heather Porter: ne other thing on that as !e is if you are purchasing say i"ean event tic"et or something thats coming up in the future as !e i"e there is a

ot of onine programs no! !here they have !aiting ist that you can sign up for#this is aso another pace !here you !oud use that. So# you !i do a ead2up tothe e+perience that they have purchased !ith you to ma"e them fee sti

connected to the !hoe process $ecause if they are not a$e to get access to!hatever particuar thing they $ought for me straighta!ay# thats !hy you !oud

do something i"e that too.

Andrew McCauley: A$soutey# a$soutey. Aright# so !hat a$out other

things i"e peope getting to your !e$site !e are seeing this popping up moreand more no! is peope cic" on a $utton and say 4Cic" here to ta" to some$ody

on ive chat5 or 4Cic" here to eave a message5. Te us a$out !hat you "no! and!hat toos !e are using for our !e$site and that sort of thing.

Heather Porter: /eah# sure. So# I did $riefy ta" a$out ?endes" and ?endes"does have a feature !here you can do the !hoe ive chat thing $ut if you ust !ant





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especiay Spea"pipe $eing free# might as !e test it. See if its actuay adds toyour e+perience if you are using it on your !e$site.

Andrew McCauley: So# free for !ho

Heather Porter: 0or us.

Andrew McCauley: So# et me as" you a >uestion. If I am in Austraia and I seethis 47eave us a message5 sort of $utton on a FS site# is it going to cost me a

!hoe arm and a eg to ca over there )hats the price of a ca

Heather Porter: /eah# neither one of us $ecause !hat it is# its ust a programthat ao!s you to record your voice. So# !hen you cic" on it# its using yourmicrophone in your actua computer or you can even do it straight from your

i*hone or your Ginde i*ad or Ta$et device and you can do it straight from there

and ust iteray use your device to actuay do the recording. So# you are notactuay using the phone ine. So# its free for $oth ends.

Andrew McCauley: Dight.

Heather Porter: Fse it as a program and for user to eave a message. So# it isfree# you guys. &op on over.

Andrew McCauley: &op on over. 7eave us a voice message. Te us !here youare from.

Heather Porter: E+acty. So# one of the things you ust said !hich I ove a$outthe emai foo!2up is after some$ody $uys something from you# you can do some

great foo!2up in customer service and part of that is incuding a po or survey in

that emai and you can aso ust do standaone po or survey that peope can cic"on from any!here on your !e$site too.

Andrew McCauley: /eah.

Heather Porter: So# te us a itte $it more a$out sort of some toos and ho! touse those.

Andrew McCauley: Aright# there are a coupe of toos out there. ne is!!!.Survey(on"ey.com. I am not sure !hy these !e$sites !ant mon"eys !iththem 2 (aiChimps and Survey (on"ey $ut Survey (on"ey is an onine surveypatform !here you can pretty much as" any >uestion $ut aso any format. /oucan have drop2do!n >uestions# you can have radio $o+es# tic"ed and that sort ofstuff $ut its a great !ay to ust find out some more feed$ac". I mean# you can

find out feed$ac" from !hat you have done in the past# you can find out featuresthat are needed for product or service that you are offering too i"e you can send

an emai out to your ist and say 4&ey# I am deveoping a ne! service. )hat sortof thing !oud you i"e to see *ease cic" on this in".5 The in" ta"es you toyour Survey (on"ey camp and they fi in the survey then and there. So# there isa !hoe $unch of things you can do !ith Survey (on"ey i"e that. There is anotherpatform out there caed )ufoo. No!# )ufoo $asicay ets you create forms# asorts of aspects for your !e$site too. So# if you need to create a contact form foryour !e$site# if you !ant to create a !or"shop registration# ets say you arerunning a !or"shop# a oca !or"shop# you dont i"e to go and pay a !e$ designer

to create these ama%ing e+pensive forms# you can get these done pretty cheapythrough )ufoo< do them a yoursef. Things i"e mortgage appication# ets say

you are a mortgage $ro"er and you need to get peope to appy for mortgage# youcan create a form on )ufoo doing that sort of stuff. Customer service satisfaction



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surveys. =uying things# you can hoo" it a up to your *ay*a or your shopping cartas !e. oining your maiing ist< )ufoo does a great dea of things i"e that. Iteven ets you sync it !ith your 0ace$oo" account# your emai account# !e$sitesand that sort of stuff. So# )ufoo is a great onine form $uider. Its $een around

for a itte !hie and its $een pretty good. I thin" the pricing on that off the top ofmy head is round a$out6 I thin" there is a free version and then there is a cost

version# anything from 1- doars a month to right up to @,, $uc"s a month ifthats a super user $ut it starts at free# gives you one user# you can have threeforms on there# you can $uid three reports. So# if you !ant something ust >uic"and easy# use it for free.

Heather Porter: /eah and spe )oofoo. So# its )222022

Andrew McCauley: No# its actuay )u0oo# !!!.)ufoo.com.

Heather Porter: No!# some of you guys may actuay not need a too i"e this. Ifyou use i"e ffice Autopiot or one of the $igger toos i"e Saes 0orce orinfusionsoft# chances are the forms that you need# you can create !ithin thosesystems. So# it might actuay $e something that you oo" at if you are ust using

an A!e$er or a (aichimp and if you have to coect more information from peopethen this might $e a reay perfect thing to in" together. I mean# I "no! that

)ufoo automaticay integrates or !or"s $eautifuy !ith (aiChimp< I aready"no! that off the top of my head. Its a coo site as !e. I !oud actuay ust

have a itte cruise on it# !!!.)ufoo.com# and ust get some ideas a$out the typesof forms that can $e used in your $usiness as !e $ecause it gives you "ind ofgaeries and e+ampes and things i"e that. So# ust for mar"et research andgetting some ideas a$out ho! to do $etter customer service# chec" it out.

Andrew McCauley: /eah.

Heather Porter: ne other thing too a$out *o ;addy and Survey (on"ey that I

>uite i"e that I have used $efore and I "no! some peope thin" they dont !or"anymore $ut you coud try it. In the side !idget or the side $ar of your !e$site#

you can actuay stic" a itte po or survey straight in there ust as"ing i"e t!o>uestions# for e+ampe# and any user on your site can cic" it and $y cic"ing it andhitting HSu$mit# they !i actuay get the resut. So# !hats coo a$out thesesurveys and forms is they !i give you the actua ans!ers at the $ac" end of it!hen some$ody hits Hsu$mit. So# you can get the ans!er and find out !hatpeope on the site are aready doing and !hat they are saying as !e.

Andrew McCauley: /eah. No!# if you are mady !riting these resources do!n#then you can aso go and chec" out our resource page on our podcast site. So# ifyou go to !!!.Autopiot/our=suiness.com9*odcast# oo" for the resource guide upat the top# you !i find it there $ut !hat !e are aso creating right no!# !hat !e

ust created is a resource $oo"et for this series. So# its a a$out a of theautomated resources that !e are ta"ing a$out# !e have put it together in one

easy itte $oo". So# &eather# !here do they go and find that itte $oo"

Heather Porter: ust head on over to !!!.A/=*odcast.com. so# again# A/= asin Autopiot /our =usiness# !!!.A/=*odcast.com# and you can ust pic" up theama%ing itte resource guide there and again it has a these in"s from this entireautomation series for everything that you !ant to automate in your $usiness mar"eting and saes and financias and customer service and everything !e are

ta"ing a$out. So# reay coo itte resource !ith a the in"s that you need for athese toos !e ta" a$out.



http://www.wufoo.com/http://www.wufoo.com/http://www.autopilotyourbsuiness.com/Podcasthttp://www.aybpodcast.com/http://www.aybpodcast.com/http://autopilotyourbusiness.com/podcasts/automate-customer-service/http://aybguide.com/http://www.wufoo.com/http://www.wufoo.com/http://www.autopilotyourbsuiness.com/Podcasthttp://www.aybpodcast.com/http://www.aybpodcast.com/http://aybguide.com/http://autopilotyourbusiness.com/podcasts/automate-customer-service/


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Andrew McCauley: /eah. No!# if you have anything ese a$out customerservice# I thin" !e are amost done !ith most of those toos there# !e dont !antto over!hem peope too much for too many toos $ut I thin" getting started onsome of those is a great !ay to start "eeping in contact !ith your customers.

Heather Porter: A$soutey and I thin" the main thing I !oud i"e to eave youguys !ith is that on your !e$site# go and revisit your !e$site today and oo" at itfrom a perspective of you is it easy for the cient or the visitor on the site to accessyou Can they eave you a message Can they ta" to some$ody Can they fie a

hep tic"et &o! are they a$e to communicate !ith you Then the second thing!oud $e ho! are you treating your current cients that you aready have Are you

a$e to customi%e their e+perience more Are you a$e to send them more emaisto ma"e their e+perience nicer and ma"e them fee more connected to you )hatcan you do !ith these toos !e have suggested today to reay ma"e them fee

specia and i"e they are getting vaue from you as !e

Andrew McCauley: &ey# I have got some $ig announcements. So# a coupe ofthings !e are going to introduce from our ne+t fe! podcast on!ards and that is !e

are going to start doing some istener >uestions. So# !e are going to ta"e someistener >uestions ive# as ive as a podcast can $e# $ut !e are going to ta"e someistener >uestions. So# if you have got any >uestions a$out anything that !e havespo"en a$out in todays podcast or even the ast coupe of podcasts or any of thepodcasts for that matter# then pease get on over and et us "no!# send us your>uestions. No!# !hats the $est !ay apart from getting on our site using

Spea"pipe# ho! ese can they send their >uestions in# &eather

Heather Porter: )e do have a contact page on our podcast !e$site as !e. So#

you ust cic" on over to HContact and there is a !hoe range of !ays that you cancontact us there. )e have our emai and you can eave us a voice message i"eAndre! suggested. So# ta"e your pic" and contact us. And you can aso eave us

ust a comment $eo! any of our podcast as !e. )e chec" those $oth of us

ourseves every singe day. So# if you have a >uestion in a comment# !e !i pic"up on that and !e !oud i"e to share that.

Andrew McCauley: /eah. So# if you have got a >uestion and you are ust sort ofthin"ing a$out 4I am not sure if its going to $e the right >uestion5# there is no

!rong >uestion. As" the >uestion $ecause some$ody ese might $e thin"ing thesame thing. )e are going to start that ne+t !ee". So# !e have got a coupe of

>uestions ined up aready from peope $ut !e !ant to hear from you. So# get onand do that. )e are aso going to do a $it of a shout2out too. )e have got some

peope eaving us some five2star ratings on iTunes and !e reay appreciate youeaving five2star ratings on iTunes. )ho have !e got# &eather ;o you have anythose peope handy or is it you !ant me to do a that

Heather Porter: I thin" you shoud do a of it# Andre!.

Andrew McCauley: That means you havent gotten it ready.

Heather Porter: /eah# thats right.

Andrew McCauley: Aright. So# !e have got podcast user Steven 7icchio. Ithin" I "no! !ho Steven is. &e has eft us a five2star rating. Than" you. )e havegot a sma $i% !i%. Than"s for eaving us a rating and !e have aso got Eviester.

Heather Porter: I ove it< ove those usernames.





12/12

Andrew McCauley: So# than" you for eaving those ratings. If you !ant yourname caed out on a podcast# eave us a rating# give us a rating. Its easy to do.:o and find us on iTunes and ust cic" on the HDatings and Devie!s ta$. :ive usfive stars and eave us a customer revie!. That !oud $e great.

Heather Porter: That !oud $e fa$uous. :uys# ne+t !ee" !e are going to $efocusing on continuing !ith this series automation and ne+t !ee" is a a$outautomating your financias. ;ont et that !ord Hfinancias scare you and deter youa!ay from this episode $ecause# honesty# there are some god nuggets in this. If

you strugge !ith invoicing and charging and figuring out ho! to ma"e the !hoefinancia e+perience much more peasura$e in your $usiness# this is the episode

for you.

Andrew McCauley: /es# definitey. )e have got some coo toos. In fact# !e

have got some toos and since !e have $een researching this# !e have startedusing it in our $usiness as !e. )e have got some of the toos from our customers

and !e thought 4&ey# they are doing reay !e !ith that. 7ets use them in ours.5So# !e have ta"en the ump. So# come on and ump in !ith us. Its going to $e

fun.

Heather Porter: It !i $e. And# as a!ays# than" you so much to a of you guys

for your support a over the !ord !herever you are istening in from right no!and pop on $y !!!.Autopiot/our=usiness.com9*odcast# get access to a of our

resources and $onuses and past episodes and !atch our very e+tremey siy ittevideo in there as !e.

Andrew McCauley: No# dont. Aright# &eather# than" you. Its $een a peasureas a!ays.

Heather Porter: Than"s# Andre!.

Andrew McCauley: &ave a fun !ee". 7earn something ne! and e+citing and !e!i test you ne+t !ee".

Heather Porter: Sounds good. Than"s# you guys. Ta" soon.

Andrew McCauley: =ye.

Voiceover: Make sure to grab our free business automation guide now and getaccess to other special services. Head on over to www.AYBodcast.com.

**End of Audio**



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How to Automate Customer Service

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Transcript of How to Automate Customer Service