** Continued From: Reducing Chargebacks! - Part #1
As an adult paysite owner, one of your biggest concerns is how to reduce chargebacks. While it may be impossible to completely prevent them -due to the inadequacies of VISA’s chargeback process- it is possible to keep them at a minimum. If you take certain measures with your paysite, you will have a happier, better-informed clientele. When your members know what’s going on, they’re less likely to complain to their credit card issuer when things get out of whack.
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Our paysite members do their part. They give us instant money and they deserve instant access as well as instant support." |
In part one of this series, I explained the important of Truth in Advertising when you build your paysite tour. I compared a paysite tour to the packaging of a real-world product. If you lie on the box, you’re going to have buyers who demand their money back. If you misrepresent or don’t follow through on the promises you make on your paysite tour, you’ll encounter the demon chargeback.
In this second article I will cover the subject on online information and assistance. Since the majority of your paysite members will never call you on the phone or snail mail a letter, your online support may be the most vital link between you and your customers.
What is Online Support?
There are several ways to give your members a place to go when they need help or have questions. The ways can be simple like posting email forms on a help page or as elaborate as live help chats or online troubleshooting applications.
There are plenty of users out there with older PCs or dial-up connections, who may have a hard time finding viewable content within your member’s area. There are always users who are computer newbies. They might not be able to figure out how to open that cool webcam or that killer movie player you are so proud of. When they encounter these difficulties, how will they contact you? How fast can you help them?
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If you want to get your members to go through you instead of their credit card company, then make it easy for them to reach you at the moment things go wrong. Always post a link to your support area in a highly visible place in your member’s area as well as on the front-end of your paysite. Try to furnish live support as well as email support. Even if it’s something as simple as posting your tech’s ICQ number, try to have some kind of real-time interface option for desperate paysite buyers.
Another way you can keep your customers happy while they’re online is through out-going email and/or newsletters.
Newsletters and special notice emails are common with paysite membership. Paysite owners send them out to inform customers of new content and new site features. Why not use this resource as a way to show your members that you care and you’re there to help? Include links in your regular emails that lead to help pages and FAQs about your paysite? When you implement a new feature on your paysite, why not send an email out to your members to let them know about your new feature as well as how to make it work? If you are going to perform a server upgrade where your site will be inactive for a few hours, let your member know by telling them in an email.
While it’s still vital to provide a phone number and a physical address to your members, the odds are that they’re going to try to solve their issues online, while they’re on your site. If they can’t find a help link or a live chat option, then they’ll turn to email. In the meantime, they’ll get more frustrated, the longer it takes for your to answer their email. It’s quite possible that by the time you get around to reading a complaint email from a paysite member, that member will have begun the chargeback process.
We live in an instant world and work in an instant medium. Our paysite members do their part. They give us instant money and they deserve instant access as well as instant support. Instant support is online support.
Look to Cozy Frog for part three of this series, "Reducing Chargebacks!" In it I will cover yet another way to quash the power of the chargeback monster!
** Click Here For: Reducing Chargebacks! - Part #3