0:00

I've seen over the years how businesses

0:02

can differentiate their products and services

0:04

with an incredible approach to customer

0:06

experience. And I believe

0:09

when you look at customer experience

0:11

as something that's not just about

0:13

responding to emails and customer questions,

0:16

but also about driving company strategy,

0:18

that you can turn a

0:20

one-time buyer into a lifelong

0:22

fan and brand advocate.

0:26

I'm Amy Porterfield, ex-corporate girl turned

0:28

CEO of a multi-seven-figure business. But

0:31

it wasn't all that long ago

0:33

that I lacked the confidence, the

0:35

budget, and the time to focus

0:38

on growing my small but mighty

0:40

business. Fast forward past

0:42

many failed attempts and lessons learned,

0:44

and you'll see the business I

0:46

have today. One that changes

0:48

lives and gives me more freedom

0:50

than I ever thought possible. One

0:53

that used to only exist as

0:55

a daydream. I created

0:57

the Online Marketing Made Easy podcast

1:00

to give you simple, actionable, step-by-step

1:02

strategies to help you do the

1:04

same. If you're an ambitious

1:06

entrepreneur or one in the making who's

1:08

looking to create a business that makes

1:10

an impact and a life you love,

1:12

you're in the right place, friend. Let's

1:15

get started. I

1:23

know you're focused on marketing and selling

1:25

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1:27

of you also have physical products, and

1:29

I want to talk about Shopify. Shopify

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1:37

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Brooklinen, and millions of other businesses

1:48

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1:53

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1:57

with the internet's best converting checkout

1:59

experience. In fact,

2:01

it converts 36% better compared

2:03

to other leading e-commerce platforms.

2:06

Yeah, loving that. And I

2:08

don't know about you, but as an

2:10

online entrepreneur, my customer's experience, especially when

2:13

it comes to checking out, is so

2:15

important. Plus, not only do they support

2:17

your customers, they support you as the

2:19

entrepreneur. Shopify's award-winning help desk

2:22

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2:24

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2:26

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Easy, all lowercase.

2:43

So go to shopify.com/Made Easy

2:46

now to grow your business,

2:49

no matter what stage you're in. That's

2:52

shopify.com/Made Easy. Welcome

2:56

back to another episode of Online Marketing

2:58

Made Easy. I'm your host, Amy Porterfield,

3:00

and as always, I'm so glad you're

3:02

here. In today's episode, I'm

3:04

going to be sharing strategies for

3:06

achieving a top-notch customer experience in

3:08

the online business world. So

3:10

at this point, it's hard to believe, but

3:13

I've been doing this for 15 years. And

3:16

I don't know how that happened, blows

3:19

my mind, but here's where I'm going

3:21

with this. If you told

3:23

me 15 years ago that I'd have

3:25

a thriving business that even has a

3:27

customer experience team and a

3:29

badass one at that, and even

3:31

furthermore, that I'd be teaching my

3:33

audience some tried and true strategies

3:35

from that said customer experience team,

3:37

I call your blast. I

3:40

share all this to say that I see

3:42

you, my friend. I see you keeping your

3:44

nose to the grindstone and making it happen

3:47

and wearing all the hats in your business,

3:49

including customer experience. I was there too.

3:51

I remember when I was the

3:54

person answering every single email in

3:56

my help desk, and

3:58

I also know what it takes to grow. bigger

4:00

to get yourself out of it and

4:02

grow a team that can support you. But

4:05

know that it takes

4:07

time. And I believe that you can

4:09

have an amazing customer experience team that

4:12

supports you and your students and gets

4:14

you out of the weeds of

4:16

everyday back and forth emails. Because there's

4:19

bigger things I know you want to do. You

4:22

want to create your courses and your memberships

4:24

and your masterminds and create all the content

4:26

that goes into all your trainings. And I

4:28

know you want to get on stage and

4:30

launch that podcast. There's so much you want

4:32

to do. And so there's

4:34

some things that you won't be able to

4:36

do as you grow your business. And

4:39

over time as your business grows, you won't

4:41

be able to answer every help desk ticket

4:43

that comes in. And you're going

4:45

to need a team. And hopefully

4:48

you'll remember this episode and you'll come

4:50

back to it and you'll listen again

4:52

when you're ready so that you can make it

4:54

happen. But no matter where you are

4:56

in your journey of building your business, I want you

4:58

to listen to this episode and

5:00

either take action right away because you're

5:02

ready or put it in your

5:05

back pocket. Remember the lessons you've learned here. And when

5:07

the time is right, you pull it back out and

5:09

you say, let's go. I

5:11

think it's important to dedicate an

5:14

episode to this topic because I've

5:16

seen over the years how businesses

5:18

can differentiate their products and services

5:20

with an incredible approach to customer

5:22

experience. And I believe

5:24

when you look at customer experience

5:26

as something that's not just about

5:29

responding to emails and customer questions,

5:31

but also about driving company strategy

5:34

that you can turn a one-time

5:36

buyer into a lifelong fan

5:39

and brand advocate. So

5:41

that's another thing. Sure, you want to get out of

5:43

the weeds of answering emails in the help desk, but

5:46

customer experience can be so

5:49

much more. And I can

5:51

honestly say that my beautiful

5:53

customer experience team has elevated

5:56

what we do in terms of supporting

5:58

the company and our students

6:00

and I'm going to share some of that today. So

6:02

for the first time ever, I want

6:04

to shine a light on this very

6:06

important department and take you behind the

6:10

scenes. Now, choosing a

6:12

favorite department is a bit like asking parents

6:14

to choose their favorite child. It just can't

6:16

be done. And truth be told,

6:18

I actually don't have a favorite department on

6:21

my team. And here's why. When

6:24

I hire for any department on my

6:26

team, I look for a cultural

6:28

fit and we'll never be

6:30

a phrase uttered by someone I would

6:35

hire that would say, well, that's not

6:37

my job or that's not my department

6:39

or that's out of my wheelhouse or

6:41

anything like that. That

6:43

means everyone on my team is

6:46

a little bit like a Swiss army knife.

6:48

They're curious, gross minded,

6:50

always eager to lend a hand

6:52

where needed. I don't want

6:54

them spread too thin. I don't want them

6:57

to have to do all the things all

6:59

the time, but I want each person that

7:01

comes into my company, including

7:03

me to be willing to

7:05

step in if needed,

7:07

to be willing to lend a helping

7:10

hand to another department. If

7:12

they are capable of jumping in

7:14

and supporting my customer experience department

7:18

really exemplifies this mindset and culture.

7:21

This department has evolved over the years

7:23

to handle so much more than just

7:25

responding to emails and helping my students,

7:27

which is important, but they

7:29

do so much more. They're the

7:31

brilliant minds behind many of the systems

7:33

and workflows that keep my business running

7:35

smoothly. For example, when my signature program

7:38

digital course academy is live, I

7:40

send out weekly emails to students who are

7:42

enrolled in the course, but I don't send

7:44

these out in real time. My

7:47

customer experience department has built workflows

7:49

in my email service provider to

7:51

automate the entire process so that

7:53

those emails hit at the perfect

7:55

time to the right people. Some

7:58

other responsibilities they manage. things like

8:00

delivering bonuses during my launches.

8:03

So if there's a fast action bonus

8:05

in the middle of the launch, they

8:07

set up that whole workflow, making sure

8:10

it goes to the right people at

8:12

the right time. In addition, they're leading

8:14

my concierge sales team, they're reporting on

8:16

webinar attendance numbers, and they're running my

8:18

scholarship program. Beyond that, they

8:21

serve as a communication bridge to

8:23

other departments by creating internal documents

8:25

so that everyone in my business

8:27

is aligned with my offers and

8:29

launch schedule. If you're

8:31

curious about the specifics regarding what

8:33

my customer experience team manages during

8:36

my launches, I had a

8:38

great chat with my director of customer experience.

8:40

His name is Josh in episode 5.15 and

8:43

it's called Behind the

8:45

Scenes of my latest DCA launch, the

8:47

highs, lows, and magical moments. So I'll

8:49

pop a link to that episode in

8:52

the show notes. So if you go

8:54

to amyporterfield.com/663, all

8:57

the links to this episode will be found there. So

9:00

Josh leads my customer experience team

9:02

as the director and he oversees

9:04

two incredible customer experience managers,

9:07

Corey and JB. And

9:09

I also have a customer experience

9:12

coordinator, Christine and a VA, Shira,

9:15

and a group of part-time contractors

9:17

who I bring on board specifically

9:19

for our launches and busy times.

9:22

Now, I just covered a lot of projects

9:24

and people and I realized at this point

9:26

you might be thinking, Amy, all this sounds

9:28

really specific to your business. How does listening

9:31

to this episode apply to me? Well,

9:33

I'm glad you asked because in

9:36

this episode, I'm not diving into

9:38

the details of each specific project

9:41

I just mentioned. Instead, what I'm

9:43

excited to share with you are

9:45

the underlying strategies that my customer

9:48

experience team uses to manage their

9:50

time, avoid overwhelm, and crush all

9:52

these responsibilities. So regardless

9:54

of how you've structured your business, I've

9:57

handpicked four key strategies for

10:00

from my customer experience team that

10:02

are adaptable to any project you

10:04

undertake. I'm also going to

10:06

explore how they can help you set up

10:08

your success, even if you're starting as

10:11

a team of one. So

10:13

let's not wait any longer to dive in

10:15

because I know no matter what stage of

10:17

business you're in, you're going to find massive

10:19

value in this episode today. So

10:22

while I was talking to my customer experience

10:24

team about this episode, I saw

10:27

how every strategy they shared has evolved

10:29

over the years to set my business

10:31

up for success. OK,

10:34

so let's dive into the different strategies that

10:36

I want to share with you today. This

10:39

first one, it's especially

10:42

good. Here it is. Start

10:44

the day with a clear understanding of

10:46

your main goal, the projects

10:48

on your plate, and the time they'll

10:51

require to accomplish. Now, I

10:53

know you can say this strategy works for

10:55

anything, but just think about it through the

10:57

lens of a customer experience team.

11:00

So my customer experience team

11:02

applies this by knowing their

11:04

primary goal every morning is

11:07

to make sure all customer

11:09

emails are responded to within

11:11

a 24-hour time frame. So

11:13

this goal is specifically set up

11:15

to establish a high standard

11:18

of customer service excellence, but

11:21

it also prevents my team from getting bogged

11:23

down and spending their whole day answering

11:25

emails because there's other things

11:27

that this team can do

11:29

to help move the business

11:32

forward. Again, it's not just about answering

11:34

a bunch of emails. So

11:36

every morning, they allocate a specific

11:39

time block to dive into the

11:41

inbox and Help Scout. So

11:43

Help Scout is the software tool

11:45

we use for customer support in

11:48

my business at this time. We've used a few different ones,

11:50

but we've been on Help Scout for a while now, and

11:52

I love it. They block this

11:54

time on their calendar so no one schedules

11:57

meetings with them. This ensures they can get

11:59

a they keep their main goal front

12:01

and center when starting a workday. In

12:03

the morning, they are in the inbox

12:06

answering emails so that they could stick to their

12:08

goal of answering all emails within 24 hours. So

12:12

during this process, they prioritize and

12:14

sort emails, sort is an

12:16

important word there. They prioritize and sort

12:19

emails that came in over the last

12:21

24 hours. They

12:23

do this using a tagging system

12:25

that allows us to track the

12:27

type of response an email needs.

12:29

So these tags also allow us

12:31

to track the volume of emails

12:33

we get during the year. So

12:35

some examples of the tags that

12:37

they use are things like urgent

12:40

billing questions and content questions.

12:43

So once all the emails are tagged, they

12:45

have a clear view of the inbox volume

12:48

for the day. So this helps

12:50

determine how long it will take to respond to

12:52

customers. So then my

12:54

CX director jumps into Slack, which

12:57

is our internal team communication tool

13:00

and shares updates on the number of

13:02

unassigned emails they have for the day,

13:04

how many each member has personally taken

13:06

on and he notes any emails that

13:09

have been unattended for over 24 hours.

13:12

So this allows everyone on the team

13:14

to get on the same page and

13:16

provides a central place where questions, ideas,

13:18

or comments from the whole CX team

13:20

can be shared. So it's

13:23

kind of like they all just get on the same page

13:25

in the morning every morning. Now,

13:27

once my customer experience team tackles

13:29

the inbox for the day, they'll

13:32

jump into other projects and responsibilities that

13:34

are assigned to them. So

13:36

you can see how this 24 hour response goal helps

13:40

ensure they're protecting their time and not

13:42

getting sucked into the inbox every day.

13:44

Because here's one thing that you want

13:46

to know. As you grow a CX

13:48

team, if the

13:51

only job of an employee, what

13:53

they do eight hours a day is

13:56

answer emails. They're going

13:58

to get burned out. Because let's be. honest,

14:00

most of the time, the

14:02

people in your inbox are

14:06

frustrated, confused, overwhelmed, they need

14:08

help. Not all the time.

14:11

We have a Slack channel called Love Letters

14:14

and when someone writes in just to tell

14:16

us how much they love us, we copy

14:18

and paste that, put it in the Slack

14:20

channel for the whole company to see because

14:23

it's a great reminder that not all emails

14:25

and correspondence we get are people that are

14:27

having challenges. But to be honest, the

14:29

bulk of them are, I mean, when do you write

14:32

into a help desk? When you need help? So

14:34

if that employee, the only thing

14:36

they do for eight hours a day

14:38

is answer emails of people that are

14:40

not necessarily happy, that is

14:43

not a recipe for a happy

14:45

employee. So they need to have more

14:47

responsibility and different things and mix things up

14:49

so that when they do get into Help

14:51

Scout and answer those emails, they are

14:53

in a good place. They are ready to help.

14:56

They are not burned out. So

14:58

the system that I just outlined is

15:00

also a key tool that helps me

15:02

know when it's time to hire and

15:04

grow the team. So a question I

15:06

get asked a lot is how do

15:08

you know when it's time to add

15:10

someone to your team? Well, for CX,

15:12

by monitoring this data throughout the year,

15:14

we can pinpoint where our email response

15:16

times exceeded the 24 hour goal mark.

15:19

When this happens consistently for a few weeks,

15:21

it's a clear signal to us that

15:23

additional help is needed. So

15:25

understanding these patterns allows us

15:28

to strategically

15:30

staff up knowing if we need another

15:32

full time employee or maybe just a

15:34

contractor during busier times because the data

15:37

will tell us. So

15:39

regardless of whether you have a

15:41

CX team or you right now

15:43

have just a virtual assistant, or

15:45

if it's just you at the moment,

15:47

I want you to think of a

15:49

response time goal for your inbox. Again,

15:52

for us, it's 24 hours for you, it might be 48

15:55

hours, or it might be 10 hours,

15:57

whatever you want it to be. But that's

15:59

a really good place to start. Now,

16:01

as a side note, I would suggest

16:03

if it's anything over 24 hours that

16:05

you set up

16:07

an automated email response, letting people

16:09

know when to expect a reply

16:11

from you. So this will

16:13

cut down on people reaching back out to check

16:16

if you got their email or not. So this should

16:18

take just a few minutes to set up and it's

16:20

a game changer. So once

16:23

you set your response time goal, start

16:25

to track the number of email replies

16:27

that exceed this timeframe. Notice

16:29

any patterns you see and make

16:31

a plan to block more time on your

16:33

calendar so you're available to answer customer emails

16:35

during higher volume times throughout the year. Now,

16:38

if you see this as a consistent struggle

16:41

in your business, make a plan to hire

16:43

a virtual assistant or a

16:45

contractor to help. So this

16:47

is how you start to use data to structure your

16:49

days and avoid being overwhelmed as

16:51

your business grows. I believe

16:54

one of the subtle yet

16:56

significant hurdles that can

16:58

kill an entrepreneur's motivation is the lack

17:00

of direction and not knowing what to

17:02

work on during the day, during the

17:04

month, during the quarter, during the

17:06

year. So while it

17:08

may sound simple to set this goal

17:10

response time and just track it, don't

17:13

skip taking action on the strategy.

17:16

The clarity that this data will

17:18

provide your business down the road

17:20

is golden. All right, moving right

17:22

along to the second key strategy my

17:24

customer experience team shared with me is

17:27

ask one simple question after any

17:29

task you do, can

17:32

this be automated? The

17:35

goal here is to cut down on

17:37

repetitive tasks, freeing up time to focus

17:39

on areas that truly need a human

17:41

touch. And when it comes to actually

17:43

setting up these automations in my business,

17:46

my customer experience team loves

17:48

the tool Zapier. So

17:51

for those of you who might not

17:53

be familiar, and some people say this

17:56

a little different, I'm just saying Zapier.

17:58

And it's an online automation software that

18:00

connects tools such as G Suite,

18:03

so Google Suite, Slack,

18:05

ConvertKit, and

18:07

over 2,000 other apps. So

18:10

it allows you to create

18:13

automated workflows called Zaps. So

18:16

these Zaps perform tasks

18:18

across different applications based

18:20

on triggers and actions that you

18:22

define. Now, if you're rolling your

18:24

eyes, you're like, whoa, you're losing me,

18:27

just stay here for just a second. The

18:29

cherry on top is that

18:31

Zapier offers a free-for-life plan

18:33

that lets you automate up

18:35

to 100 tasks at no

18:37

cost. So

18:40

you can check out

18:43

all their details at

18:45

zapier.com/pricing, and it's z-a-p-i-e-r.

18:49

And I'm not even an affiliate for them. My

18:51

team just really loves them so much, and I

18:54

wanted to share the tool today. Today's

18:56

episode is sponsored by the

18:58

social media management platform Dash

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21:16

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21:18

you so it doesn't feel overwhelming. So

21:21

they have all the names of the students who

21:23

enroll in my courses automatically added

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to what we call a

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master buyer list. So

21:31

this is housed in a spreadsheet on

21:33

Google Drive. So when a

21:35

student completes their enrollment on my sales page for

21:37

any of my courses, a tag

21:40

is added to their contact record

21:42

in my email service provider. So

21:45

my CX team has this tag set

21:47

as a trigger inside

21:50

Zapier. So based

21:52

on this trigger, Zapier completes

21:54

the action of automatically

21:56

adding the student's name to the

21:59

spreadsheet. So this spreadsheet

22:01

is helpful for my customer experience

22:03

team to reference when answering support

22:05

tickets because they're able to have

22:07

one central place to look and

22:09

see if a student has successfully

22:11

enrolled and to check off if

22:13

they've been added to my Facebook

22:15

community. So it cuts down

22:18

the need to log into multiple tools to

22:20

check a student's status. If they're on the

22:22

Google Doc, they're a student, they

22:24

are allowed to get into the Facebook

22:27

community. Now, I know that

22:29

was a little more technical than what

22:31

I usually get into on this podcast.

22:33

So if you don't follow along perfectly,

22:35

don't worry. Zapier has incredible support documentation

22:38

and you can search for whatever you need to make

22:40

something happen in your business. But

22:42

I want to stress that this strategy is

22:44

less about what tools you use to help

22:46

you automate and save time. And

22:49

while my team loves Zapier, many other

22:51

tools can help you accomplish these specific

22:53

tasks related to your automation. The

22:56

main point here is that regardless of the

22:58

workflows you set up or the automation tools

23:00

that you use, you always

23:02

want to be asking, can this

23:05

be automated when you find yourself

23:07

doing repetitive tasks in order to

23:09

save time and scale efficiently and

23:12

also important, not burn

23:14

out your customer experience team with repetitive tasks

23:16

that they get just burned out from and

23:19

don't want to do anymore. So

23:21

that part is important as well, taking care of

23:23

your CX team. Okay.

23:27

So now that you have automation on your mind,

23:29

let's move right along to strategy number three, use

23:32

guided responses to increase efficiency

23:35

and accuracy when replying to customers.

23:38

This is such a big one. So guided

23:41

responses, notice I didn't say

23:43

canned. I hate the word

23:45

or phrase canned responses. They

23:47

feel too static. They

23:49

feel too robotic and they

23:52

lack empathy. And when you're working

23:54

in a help desk, remember the

23:56

keyword is help. People need your support.

23:59

So a canned response. that everyone gets is

24:01

just really frustrating to most

24:04

people. Right? Can I get an

24:06

amen? So guided responses are pre-written

24:08

answers to the most commonly asked

24:10

questions or issues my team sees

24:12

come into the inbox. We

24:14

initially create and organize these responses

24:17

in a Google Doc. Then we

24:19

load these guided responses into

24:21

Help Scout, which is

24:23

again our customer support ticketing software.

24:26

I want to stop here and say the reason

24:28

why they're in a Google Doc first is

24:30

because there's like over 200 of

24:32

them at this point. I started all

24:35

alone with a blank Google Doc, started

24:37

to think of every question we would

24:39

get with our programs. And I wrote

24:41

all the answers to them. And then

24:43

when Josh came on, he fully took

24:46

it over from me, which is so

24:48

cool. But I started it and I

24:50

feel very Josh is going to laugh if he hears

24:52

this episode. He knows I'm always like, are

24:54

there responses in a Google Doc first? Because

24:56

if you just load them into

24:58

your software, whatever software you use,

25:00

and you don't have a master

25:02

Doc, it's very hard to review

25:04

everything and see the big picture.

25:06

Also, you never know what's going to happen

25:08

with that software. We don't own it. It can

25:11

be taken away like that. And we lose

25:13

every guided response and we spent hours,

25:15

hours and hours writing them. So

25:18

protect your information with something you

25:20

own before you put it into

25:22

any software. So it might

25:24

feel redundant, but it's critical in my opinion.

25:26

So it starts in a Google Doc, then

25:29

we copy and paste and load them into

25:31

the software. This feature to

25:33

load guided responses right into the

25:35

software means that when we respond

25:37

to a customer, instead of writing

25:39

out each answer, we simply select

25:41

like, click on the

25:43

relevant guided response. And

25:45

with a click of a button,

25:47

it automatically populates the copy into

25:50

our reply email. It's

25:52

a method that not only saves time,

25:54

but also ensures consistency and efficiency in

25:56

our customer experience. So the whole team

25:58

is answering in a very. similar

26:00

way. However,

26:02

it's a guided response,

26:04

meaning I want my team to change

26:07

it up, tweak it to make sure

26:09

that it fits what the

26:11

customer is asking. And let's say the

26:13

customer also says, PS, thanks so much

26:15

for looking at my question. I've got

26:17

three kids under the age of five,

26:20

and I'm feeling overwhelmed right now. So

26:22

anything you could do to help me

26:24

with this tech issue is greatly appreciated.

26:26

So in the guided response, when Corey

26:28

replies back, I want him to say

26:30

something like, Hey, PS, we're

26:33

sending all the good vibes your way

26:35

for your three little ones. It can't

26:37

be easy. But you got this or

26:39

something like that. A human

26:41

touch is very important to me in

26:43

my CX department. So that's why they're

26:45

not canned. Just the word

26:47

guided, make sure that Josh

26:49

and Corey and JV, my team is

26:52

thinking, let's put a personal touch to this. So

26:56

these guided responses that are pulled into

26:58

the software this is not unique to

27:00

help Scout, you can usually set up

27:02

guided responses in any customer support software.

27:04

In fact, you can even do this

27:06

in your Gmail right now. So

27:08

this means that no matter the size of your business

27:11

or the tools you use, you can implement the system.

27:14

Now if you're considering integrating guided

27:16

responses within your team, here's some

27:18

great news tools like chat GPT

27:20

make this process even more streamlined.

27:22

So about 10 years ago, when

27:24

I started this process, obviously, I

27:26

was sitting at a blank Google

27:29

Doc, and then typing in every

27:31

response. But if I had

27:33

chat GPT, dang, that would be awesome.

27:35

So in my experience, this is one

27:38

of the most effective applications of AI,

27:40

you'll use the AI tool to

27:43

generate a base response, and then

27:45

you'll step in it and just

27:47

tweak it and tailor it and

27:49

make it exactly what you want

27:51

it to be, then you put it into your

27:53

guided response. So anything that's put

27:55

into the guided response document, it's not just

27:58

directly pulled out of AI, we started with

28:00

AI, then we added our own

28:02

kind of look and feel

28:04

to that message. And

28:06

then when Corey or Josh or JV pull

28:08

it into an email, I want them to

28:11

even tweak it a little bit more based

28:13

on the person that they are engaging

28:15

with. So the human touch

28:17

is important here. But I

28:19

do want to say about AI, I want

28:22

to share three customizable prompts that

28:24

you can use with chat GPP

28:26

to craft effective guided responses. Remember,

28:29

you'll want to tailor these with your

28:31

own details, but these frameworks are a great

28:33

place to start. So here's the first

28:36

prompt you can customize and pop into the

28:38

chat GPP to create a

28:40

guided response if you see students

28:42

having issues finding your trainings often.

28:45

So I'm going to put these in the show notes so you don't

28:47

have to remember them. So you can just copy and paste. But here's

28:49

the first one. My students occasionally

28:52

encounter difficulties accessing a weekly live

28:54

video I host. When

28:56

you create a helpful and empathetic

28:58

response explaining the common steps to

29:00

troubleshoot this, please include guidance on

29:02

finding the video pinned to the

29:04

Facebook group and tell them to

29:06

make sure they've connected to Wi-Fi

29:08

rather than data on their phone

29:10

if the video is not streaming

29:12

well. Also add a note

29:14

offering further assistance if these steps don't resolve

29:16

the issue. The second prompt

29:19

helps create a reply for students

29:21

who write about feeling behind in

29:23

your course. So you

29:25

will want to customize this with your

29:27

course details and then

29:30

add it to chat GPP. So

29:32

let me read this one. Write

29:34

a compassionate and constructive response for students who

29:37

have not been able to start my course

29:39

and feel behind due to their life circumstances.

29:42

The response should acknowledge their concerns and

29:44

provide suggestions on how to make the

29:46

most of the course materials. Include

29:49

the reminders students can go at their own

29:51

pace because they have lifetime access to the

29:53

course. Add in advice

29:55

to download the step-by-step PDF and

29:57

take advantage of personalized support options

29:59

like the weekly Q&A's I host and

30:01

their response inviting them to reach out

30:04

with specific areas they're struggling with and

30:06

tell them I am happy to help

30:08

further. Again, I'm going to copy

30:10

and paste these in the show notes. And

30:13

then here's a prompt that will

30:15

help you have a standard answer to

30:17

ensure students can log into your course

30:19

easily. So try customizing

30:21

this and adding it to chat GPT.

30:25

I need a guided response for

30:27

technical support questions related to my

30:29

students not able to log into

30:31

their course that's hosted on

30:34

Kijabi. The response should

30:36

be easy to understand for non-technical

30:38

users. Include this

30:40

login link and steps to check

30:42

their spam folder for the email

30:45

containing their password details. Provide

30:47

an option for them to reply if

30:49

the problem persists. So

30:52

Kijabi, searchy, whatever you use, you can put

30:54

it in there. And if you're

30:56

building your business on your own

30:58

without a team, I highly recommend starting

31:00

a Google Doc for guided responses now.

31:04

Anytime you answer a question in your support

31:06

inbox more than once, add it

31:08

to the doc as a guided response. So

31:11

this not only helps you answer students

31:13

questions faster, but it also is a

31:15

smart way to set the stage for

31:17

when you bring on a virtual assistant,

31:19

which is going to cut down significantly

31:22

on training them. So start

31:25

now, my friends. All

31:27

right. If you're listening right now, I want to thank

31:29

you for sticking with me until the end because you've

31:31

made it to the fourth and final strategy of the

31:33

episode. And that's to

31:35

set up an effective quality control

31:37

or QC process. This one's

31:39

a biggie, so don't leave me yet. So

31:41

on my team, the customer

31:43

experience department is responsible for triple

31:46

checking every email that goes

31:48

out to my students. So

31:50

if you're a team of one, consider

31:52

swapping this task with a peer or

31:54

finding a friend or family member to

31:56

do this with you, but you've

31:58

got to have a second. set of eyes.

32:01

So having a QC process ensures

32:03

you always have at least two

32:06

sets of eyes on email copy,

32:08

send dates, links within your email

32:10

to avoid any mistakes in communication.

32:13

Because we've all sent out emails with challenges. Even

32:15

this process I'm going to share with you, mistakes

32:18

have gotten past our team. We're human,

32:20

right? But more often

32:23

than not, everything is accurate. The

32:25

more often you send out emails

32:27

with broken links, wrong dates, misinformation,

32:30

the less people are going to trust

32:32

you over time. So it's really, really

32:34

important that you avoid as many mistakes

32:36

as possible in your communication. So

32:39

my team has a system for this,

32:41

where they use a QC checklist. So

32:44

here's a quick rundown of what's on

32:46

that list. So number one, they

32:48

send a test email to

32:50

themselves and make sure everything

32:53

looks good when it's delivered. Number

32:55

two, check for grammar errors,

32:57

spelling errors and red flag

32:59

copy. So this includes any

33:01

emojis that don't load properly,

33:03

or any terms we avoid

33:05

in our business. So we have

33:08

certain terms, certain words, certain phrases

33:10

that just aren't appropriate to use. So

33:13

we have a list of those and we

33:15

check against the list. Number three, make sure

33:17

every link is working and going to the

33:19

right place. You'd be amazed how

33:21

many times a link is not working correctly. Number

33:24

four, match event dates and times with

33:26

our live events calendar. That's the worst

33:28

and it's happened to us where emails

33:31

have gone out with the wrong dates.

33:33

So we're really careful about that now.

33:36

Number five, cross-reference our email broadcast calendar

33:38

for any scheduling conflicts. This is important

33:40

to make sure we don't have other

33:43

emails going out on the same day

33:45

to the same audience. Typically, when your

33:47

business gets big and you have a

33:49

lot of team members, one

33:52

team member over here might be sending

33:54

out an email to current students, but

33:56

another person on the team is sending

33:58

out our weekly podcast email. And

34:00

in the past, when we didn't cross-check, those

34:02

emails went out like 20 minutes after each

34:04

other, which is ridiculous. It's just too many

34:07

emails in one day, too close to each

34:09

other. So cross-reference if other

34:11

emails are going out. And

34:13

number six, check to ensure the email

34:15

is not going to anyone who's unsubscribed.

34:17

That's the big one. So these

34:20

items might be a little different depending

34:22

on how you run your business, but

34:24

a good QC checklist is a must-have

34:26

document. And assigning

34:28

a person to be the

34:31

head QC person is really

34:33

important as well. You want to make

34:35

sure that person knows this is your responsibility

34:38

and they need to slow down

34:40

and take the time to actually

34:42

QC and not be pulled in

34:44

a million different directions. So

34:47

incredibly important. All

34:49

right, my friend, we are at the end of

34:51

our journey today. But before we part

34:53

ways, let's quickly huddle up and recap

34:55

these strategies from my customer experience

34:57

team. First, begin

34:59

each day with clarity, knowing your main

35:02

goal, understand the projects ahead,

35:04

and allocate your time wisely. So

35:06

the simple practice cuts through the noise,

35:09

helping you to focus on what truly

35:11

matters. Yes, you can use this strategy

35:13

anywhere and everywhere in your business, but

35:15

knowing how long you're going to spend

35:17

on getting your emails addressed and

35:19

knowing how long your response time

35:21

is going to be is so important here. Second,

35:24

make automation a top priority.

35:27

Every time you complete a task, ask

35:29

yourself, can this be automated? This

35:32

mindset shift is crucial for efficiency,

35:34

allowing you to focus on growth-oriented

35:36

activities rather than getting bogged down

35:38

in routine tasks that will likely

35:40

burn you out and your team.

35:43

Third, invest in your internal

35:46

systems, setting up comprehensive documentation

35:48

and using guided responses not

35:50

only streamlines your customer interactions

35:52

but also ensures consistency and

35:55

accuracy in your business. And

35:58

finally, implement a quality control system. process

36:00

for your email campaigns and broadcasts.

36:02

So this step is vital in

36:04

maintaining the high standard of communication

36:07

your customers expect and deserve.

36:10

So take action and make these strategies your

36:12

own so that you can build a business

36:14

free from overwhelm and one that's a powerhouse

36:16

of impact and efficiency in the world. Thanks

36:18

so much for joining me for another episode

36:20

of Online Marketing Made Easy. I'll see you

36:22

next week, same time, same place. Bye for

36:24

now. you