5 tips to help your customers succeed as a reseller

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how to help your customers succeed as a reseller

As a domain reseller, the drive to help your customers succeed is most likely at the forefront of your company’s mission. If you are selling domain names, hosting packages, web design or digital marketing services, chances are that the majority of your clients will be business owners or freelancers in their own right. It is a great feeling to help your customers succeed, while knowing that their success will also contribute to yours. That’s why we are sharing five tips today that will help you maximize your customers’ potential through your business.

Optimize your client onboarding journey

Onboarding is the first step of the customer journey, and therefore the first step to helping your customers succeed. Slow or choppy onboarding does not benefit anyone. The faster your client is fully onboarded, the quicker your and their business can take serious strides together. Therefore, it is important to invest time and resources into the development of your onboarding journey. The best onboarding strategies are customer-focused. They focus on your customer’s needs and desires, rather than focusing on who you are and what you do.

Start with content. Make sure your customers know what you are offering by providing ample information and tutorials on your website and social media. It is always a good idea to include images, case studies and video content (if you have the resources to create it). These will give your customers a clearer picture of what you can do for them, compared to just lines and lines of text.

Get into the details. Try to “onboard yourself” on own website, and thoroughly analyze every single step of the journey. How many clicks or actions are required to finalize a purchase? Can you reduce that number? Are there any unnecessary actions that a customer has to perform in order to onboard with you? Is there something that might confuse someone? 

It is even better to try this with a friend or family member who is not familiar with your business. Have them sit down and try to onboard through your website. You will be able to watch their journey and notice where they are confused. Another great alternative is to analyze recordings and heatmaps from Hotjar or similar tools to find out which exact step seems to be difficult for your audience.

Create a special loyalty program

A customer loyalty program will make your long-term clients feel valued by you, and make it more likely that they will come back to you in the future. These programs come in all sizes and shapes, and you can get very creative with them. However, we want to focus on customer loyalty programs here that will actually help your customers succeed. Discounts and referral codes may be tried-and-true methods, but are mostly focused on your revenue rather than your customer’s success.

Instead of opting for a discount, consider giving out special freebies to your customers that will both improve their loyalty to you and be genuinely helpful to them. That’s a win for both parties! Think about something that you are really good at, and that helped you succeed in your current business. Could you perhaps make a small e-book or video tutorial about this? Or could you even offer one-on-one coaching sessions for your most loyal customers?

One option to integrate these “freebies” into your business model is to work with a points-based rewards system. Every time your customers buy something from you (in whichever way this applies to your business model), they earn “points” or “tokens” that can be swapped for a freebie of their choice. On the other hand, if you are feeling generous, you can also decide to give out these freebies without any prerequisites – knowing that the more your customers grow, the more budget they will have to purchase from you in the future!

Invest in customer support

Great customer support is key to help your customers succeed. After your clients have onboarded successfully, great support is what will bring their work to the next level. And in case that your clients are business owners of their own, your customer support will not only affect your customers, but also their end customers in turn. That’s more than enough reasons to invest in customer service and make yours the best it can be.

Great customer service relies on two key factors: strong organization and the right people. Some points to consider include choosing the right channels, using the right ticketing software and utilizing a FAQ, both for internal and customer use. Maintaining order is key here. We all know that doing business comes with a lot of unexpected situations. Tickets can quickly spill over when something happens. If your business is small or medium-sized, sizing down on the amount of channels can actually help improve the quality of your support, as it creates order and breathing room for your employees. 

Using a good ticketing system will further streamline incoming tickets and cases for your team. That makes it easier for them to provide the best service they can. We have already recommended some tried and true systems in this article.  Writing a FAQ (and updating it regularly) is another great step to take here. It makes it easier for customers to take care of simple issues by themselve. Moreover, it helps create internal order within your support department, as all important information is gathered in one place. 

This guide on setting up customer service for a small business contains a lot of useful information about all aspects of support, from writing a FAQ to supporting your customer service team. Even if your support department is already up and running, the recommendations in this guide can still help you take it to the next level.

Communicate well

Fast, seamless and genuine communication is an important component of many aspects of your business, including sales, marketing and customer support. Be sure to only communicate important and essential news from your side – no one likes to be spammed with emails. On the contrary, it is important to be available to your customers whenever they want to reach out to you. Let the customer take the lead here, rather than your sales or marketing department.

Do remember that a friendly and genuine attitude will always help you stand out in comparison to competitors, even if they have larger teams and more resources. Offering great, personalized support can set you apart from industry giants. Large companies’ support departments are often too big and fast-paced to truly care about individual customers. Customers may end up feeling treated like a number by them. At a small business, they will really be able to build a relationship with you, even if your responses are a little slower. This is how you can offer a special experience to your customers that the giants never can. Be personable in your approach, take your time to answer customer queries, and try to anticipate follow-up questions by covering all bases in your answer.

Focus on internal communication

If it is a priority to you to help your customers succeed, internal communication should be very important to you. You should encourage the free sharing and flowing of information between different employees, teams and departments within your company. The larger your company is, the more important this gets.

People from different teams often possess lots of interesting information and data that could be of vital use to other teams and to your customers. However, they do not know it of each other! A lot of knowledge and ideas are stuck in the void, without the right people to act on it and turn them into workable ideas that can make your company better serve its customers.

Therefore, encouraging regular knowledge sharing sessions between different employees and teams should be a focal point to any business. Bring together colleagues from every department, and use this time to share everyone’s experiences with issues they are experiencing and ideas they believe could solve this.

Don’t forget about the valuable input that your customer service employees can bring to the table. As they are in close contact with customers every day, they will know a lot of valuable information about the very people that are at the core of your mission.

Delight in receiving feedback

Receiving constructive feedback is not everyone’s favorite pastime – but honestly, it should be. When you are receiving feedback on the spot, it is easy to immediately start making up excuses and come up with sky-high promises for the future, rather than to really listen to what our conversational partners are telling us. However, if you truly want to help your customers succeed, you should learn how to accept their constructive feedback and utilize it to make your work better. We say, you should even delight in it!

Customers will usually leave feedback through your support channels or through channels like Google or Trustpilot. Many times, people will only leave feedback if they feel very strongly about their experience with your business (whether positively or negatively). If you want to reach more customers, you need to put some effort into this.

One way to do this is by creating a survey and sending it to your customers. Both Hubspot and Mailchimp offer the option to create simple surveys. You can easily add these to an email and send them your existing contact lists. All you need to do is wait for responses to come in. Google Forms will also do, if you are really on a budget.

If you have the time and resources to do this, reaching out to individual customers for an interview can also be a great way to learn more about the way your work is experienced. An interview really gives you the opportunity to go in depth with your customers about your business. This is something that a survey will likely not do. Through interviews, you will learn more about which facets your offer could be improved – and about the reasons why your loyal customers have decided to still stick it out with you, too.

Learn more

We hope this article has been helpful to you, and we hope it will help to make your customers succeed! If you run a small to medium-sized business, we have many other articles at Openprovider that might be useful for you: from picking the best domain name for your website to internet security and optimizing your remote work practices. Check out the articles below:

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