Customer Service Enhancements
Posted by: Jen Johannsen, VP of Operations
Hello friends! I say that because I have been with ClickBank for a long time, and have developed relationships with so many of you. For those of you that I haven’t had the chance to work with – I hope that we also have an opportunity at some point!
In my “previous life” (pre-ClickBank), most of my experience was in restaurants and restaurant management, which I really enjoyed. I always loved trying to make certain each customer had a great experience after they walked through the door. That is what we expect at ClickBank, as well. I recognize, however, that we still have improvements to make to reach this goal.
As you may have noticed, we have made a significant effort to improve our outbound communications with our clients. We also have plans to improve our inbound customer service communications this year. Some of the ideas that we are working on include building a ticket system for handling incoming inquiries from our clients, offering online chat as a way for clients to ask questions and get answers more quickly, and further extending our customer service hours.
It is important to me that while we work on these projects, we are still addressing the questions and needs clients have right now. With that in mind, here are my best suggestions for getting the responses that you need from ClickBank as quickly as possible:
- First, be sure to always use the form on our Contact Us page. The emails that are sent through the form are guaranteed to get to us, whereas emails sent to a particular email address always have a possibility of getting improperly categorized or filtered along the way.
- If you have a confusing question, or if you are having a difficult time understanding the information our team sends back, feel free to ask us for our phone number or send your phone number to us. The number is not currently published on the website because we literally get thousands of new sign ups a day. For every one phone call, we can handle ten to twenty emails… so for us, the best first shot at answering a question is by email. Not only can we handle more emails at a time than we can phone calls, but then you also have a written answer that you can refer back to. But when that doesn’t work, we are more than happy to help by phone. Just ask!
- If you are still having problems getting a response (and you’ve tried my recommendations above), I want to know about it! Leave a comment and we’ll try to track down why you didn’t receive your email or why you haven’t received a response.
Gary Caine said,
April 23, 2008 @ 8:34 am
I don’t know where else to put this, so I’ll put it here.
Why can’t Clickbank make a hoplink that goes directly to the order page?
I just did a test using a link that sends the customers to the order page, unfortunately cookies override my ID.
I have however proven that I can sell 3 to 4 times as many books if I can go directly to the order page.
I think the reason for this is that after reading my review they are ready to buy, but when they get to the publishers page they find another long sales letter that they have to get to the end of before they can order.
Listen, Clickbank, the publisher and the affiliates are all losing money because we can’t do this.
P.S. I hope those that got the credit for the sales I made testing this are thankful
Scott said,
April 23, 2008 @ 10:56 am
Hi,
Any chance you guys will ever go to electronic transfers?
I know you guys must make a lot of money charging $2.50 to send a check, but you are the only affiliate company that still uses snail mail to send me a check. What a waste of time and resources.
Let’s join the 21st century, OK?
Scott
Jen Johannsen, ClickBank said,
April 29, 2008 @ 9:05 am
Hi Gary,
Thank you for your post! The main reason why we don’t make hoplinks that go directly to the order page is because we feel it is very important for the customer to see the description of the product that the publisher has created. If a hoplink by-passes the Publisher’s Pitch Page, the customer may not know exactly what they are purchasing until the sale is complete.
Another reason it is important for customers to see the publisher’s Pitch Page before purchasing is that ClickBank reviews every publisher Pitch Page to make sure it meets our editorial and regulatory standards. Unfortunately, this is not possible with affiliate pages or links.
An example of how this could be a problem is if an affiliate claimed that a product had a lifetime warranty, when in reality all ClickBank products only have an 8-week warranty. The publisher’s page would have explained this, but there’s no way for the customer to know this if they skip that page.
I hope that helps explain why our hoplinks work the way they do!
Thanks,
Jen
Wilson said,
May 1, 2008 @ 5:24 pm
I live in Montevideo Uruguay, South americas. How to subscribe
to an account Clickbank
Uruguay is not in the box
Kathleen VanBeekom said,
May 2, 2008 @ 8:51 am
Have you thought about having a 2-level affiliate pay plan? Such as if we introduce other people to join Clickbank as affiliates, then we could also earn a small portion of sales made by them. This would encourage the master affiliates to offer help to their sub-affiliates, therefore more people would be better able to bring in more sales, AND earn MORE than 75% commissions…for example, if sellers were offering 75% to the first-level affiliates AND 5% to their sub-affiliates, this would be a lot more effortless money to the first level AND more sales brought in for the sellers, sales made by more well-trained people because the 2nd level would be getting advice from the first level. Suppose the 75% commission is $36.75 on a $49 sale, and the 2nd level 5% commission is $2.45…if the first-level person makes 1 sale daily AND has 10 sub-affiliates making 1 sale daily, that would be an additional $24.50 for the first-level person. The additional 5% would come from the seller, NOT subtracted from the 75% commissions to the first level affiliate. The sellers may at first think that they’ll be losing an additional 5% of their income BUT in reality, they’ll have a large group of sub-affiliates who are receiving help from their first level affiliates, this will amount to more sales which will more than cover the additional 5% output of commissions by the seller in the longterm.
syed mustansar hussain said,
June 14, 2008 @ 9:23 pm
hi
I am from Pakistan.I like clickbank very much but i have a big issue related to clickbank and that is ,Pakistan is not yet listed in the countries list of CB,which is very unfortunate and and injustice.i do not know why the clickbank policy regarding this issue,but i can say only one thing ,we are directly suffering from this policy.I extremely would like to request and apologize to clickbank to include immediately the Pakistans name in their countries list.it is very serious issue for us.Pakistan is a sixth biggest nation in the world and there is over 30million online users in Pakistan.so please resolve this big issue immediately ,we all Pakistanies will be very thankful to you.ok bye
Tom D, ClickBank Security Manager said,
June 16, 2008 @ 8:46 am
ClickBank uses fraud detection systems that take a wide variety of factors into account when determining from which countries we can accept publishers and affiliates. Unfortunately, at this time Pakistan, among other countries, does not meet one or more fraud prevention standards we have in place to protect ClickBank, our publishers, and our customers. However, we are constantly monitoring and evaluating every country so that we can allow more publishers and affiliates into our network when fraud levels in a particular country become acceptable, as recently happened with Malaysia. We apologize for any inconvenience, and hope that we will be able to add Pakistan and other countries to the ClickBank network soon.