Congratulations!  You have the greatest new idea in Direct Response, your site is up and your affiliate marketing team is fired up and chomping at the bit to push out your campaign.

What could stop you now?

Maybe nothing, but this is a good time to think about your back-end support.  Surprisingly, one of the biggest inhibitors to a successful campaign is not your product or even how it is marketed, but what happens after the sale.  Many programs quickly get eaten alive by high cancellation and return rates and even merchant chargebacks.

This is where planning your customer service strategy can be key to getting off to a strong start and having the funds available to sustain it.

• Do you have adequate capability to answer questions that people may have both before and after they place an order? Simple things like “can I still change the quantity?” Or, is this okay to use if I’m on a diet?” can be triggers for someone to refuse a shipment if they go unanswered.  Being able to provide answers quickly to inquiries, whether from e-mails or phone calls, will be key to controlling cancellations and reducing returns from people who may simply have a misunderstanding or need a little bit of handholding to get past their initial acceptance of your product.
• Do you have “Save the Sale” offers available to entice someone into keeping a reluctant customer from retuning your product? If you examine the true cost of a product returned you will realize that it can take many new sales just to cover the cost of a single return, and that number multiplies very quickly if your customer files a chargeback claim with their bank. And, if you are running an auto-ship program all of this becomes even more crucial for helping you retain customers into the future.

This is where PMA Fulfillment can really be of service to your program.  Our Customer Care team is very well immersed in the world of Direct Response customers and what it takes to provide the support your customers need.  We make sure you’ve got all the right pieces in place and then give you quick feedback on what is working and what may need some adjustments. Our focus is on taking care of your customers so you can focus on more marketing.

Think about it: after all of the time and expense you’ve put into making a sale shouldn’t you take the crucial steps to keep that customer satisfied?  Don’t let customer service be an afterthought.

Contact us today at 888.638.8762 and get started off right!