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Customer Support Too Increase Profits

By addressing and providing a solution to your customer's or prospect's support issues, questions and hopefully even pre-sale inquiries and including a testimonial endorsement recommending a complimentary product you make a profit on, you have significantly increased your potential to make profit with your support desk.

The thing you need to be aware of is: when you recommend a product that compliments the product involving the support question, the ideal situation is the recommended product will bring you twice the profit as the original product.

The recommended product could be the OTO, (One Time Offer) the customer did not buy when the originally purchased the primary product in question, or anything else that has double the profit potential of the original product sale; by doing so you have improved you potential of recovering your losses and even making additional profits by a factor of 2.

But the real key to this support up-sell strategy is to never recommend something you have not actually tried/experienced yourself.  Just because it looks good or pays a lot and the offer for the recommended product has extremely well written sales copy, you can be cutting your own throat if you recommend something unseen and untested. 

For example: The fact that an affiliate product pays a high commission rate shouldn't cloud your judgment as to whether or not you should recommend the affiliate product. 

Your REPUTATION is on the line here.  Plus you want to be able to make recommendations based on something in particular that you benefited from, as a result of using the recommended product yourself. Otherwise you're basically selling a lie.

Recommending other products in your support replies, done properly can also cause you to profit in non-monetary ways that can have long term pay off potential as well.

A Warning about the Automation Trap

While automated support supplies or pre-defined email responses can save you a ton of time, and they are prepared to look as though each of them was a personal reply just for that one customer, you don't want to over do using them or rely on them for every support inquiry you get.  Certainly you will get inquiries that your pre-defined replies don't address adequately. 

If an inquiry requires you actually type a reply to a support ticket, you can usually transition from your answer to a 'pre-defined element' that recommends a complimenting product that will serve the same purpose.

 

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