Reader Question: “I’ve heard a lot of people say they hate autoresponders, including you, but sometimes they are necessary, right? When should I use them?”
Read Time: 4 Minutes
Oh, autoresponders. The bane of my existence…
Okay. That’s a little strong. I don’t even hate them. Honestly, as long as they are used sparingly and ADD VALUE they can be quite useful.
I understand the appeal of cutting the back and forth emails from your to-do list, but automation should never take away from the client experience. However, if done right, autoresponders can actually enhance the client experience and build trust in you and your business.
Here are some quick “rules” to avoid any negative reaction to autoresponders:
- Never automate every client communication.
- Never send cold autoresponders.
- Never send an autoresponder that does not actually answer their questions, or let them know when they will receive an answer.
- Never let the autoresponder be the last communication they have with your business.
- Never use an autoresponder with an unhappy/anxious client.
Now, that we’ve got the “what not to do” part out of the way, let’s look at some amazingly helpful ways to use autoresponders:
5 Times Autoresponders Are Your Best (Business) Friend
Weekly High Five
Out of Office
There is nothing worse than feeling like you got left on “read” by someone you have invested money into. Alleviate client/customer anxiety whenever you are unable to respond in your previously established response window, by simply turning on your Out Of Office autoresponder.
I LOVE this one! Next time you are thinking of purchasing a new product or course, take a look at the chat bot on their sales page. Often these bots filter the inquiries by answering frequently asked questions, but if they can’t answer they connect you to an actual team member. This converts far more viewers into purchasers because it shows you genuinely care about helping them and helps build trust with the customer.
According to a Service Bell study, “A 1-minute response time can lead to 391% more conversions” and “82% of consumers expect responses within 10 minutes”. This means that every time a client reaches out to inquire about your services, they are expecting an immediate response. As a business owner, we know that it is nearly impossible to respond to an inquiry in 10 minutes or less, especially if they inquire after hours. That’s why you should have a simple autoresponder set up that gives them more information or points them to the next step in their journey.
Frequently Asked Questions
I mentioned this one above, specifically during launch periods. But this one can be used for everyday questions, you are frequently asked. It gets the potential client or customer an immediate response and alleviates your workload as well.
Though this is similar to an FAQ autoresponse, it varies in that this response is for those questions a bot couldn’t answer. This generic response shows that you genuinely care about their time and interest, thanks them, and let’s them know exactly when they can expect a more detailed response.
The most important thing to remember about autoresponders, is to ensure the client/customer is not receiving cold, robotic responses. This turns many people away. Make these responses personable. Infuse them with your personality. Write how you talk.
This will give them a glimpse into who you are, how you handle your business, and build trust in you as a service provider.
Your potential client or customer should know that it is an autoresponder, but also, be able to get a feel for who you are and what they can expect from an actual conversation with you. It is a fine line, but when treaded carefully can save you a ton of time and money, while building relationships with your leads.
Got a question you need answered?
Got a glitch in your systems? A lackluster client experience? Don’t know which online tool is right for you? Then, simply fill out the form above — and ask away! I will be sure to answer your questions in one of our upcoming Wake-Up Wednesdays!