Home > Features > Adult Customer Service: In-House or Outsourced? • Bookmark   • Newsletters   • Register Search Options

FEATURE

Adult Customer Service: In-House or Outsourced?

Adult Customer Service: In-House or Outsourced?

September 20, 2012
Text size: 
View in Digital Mag
Get XBIZ News
XBIZ Research
Will virtual reality boost the paysite market?
Yes, it will soon
  39.88%
Yes, but in a few years
  36.90%
No
  23.21%
Out of 168 votes. Results based on votes submitted by members of XBIZ.net social network.

" Routine questions such as password reminders and resets, site map questions, renewal information and pre-sales questions can take hours every day to answer. "

Part of selling to the public is dealing with the public; a process that brings with it the ability to communicate directly with your customers, learning what they like and do not like about your product or service — a valuable benefit when building for the long term.

Today, customers expect you to be available 24/7, online, on the phone, on Facebook — whenever they need you and however they want to contact you — porn fans included.

But this level of customer intimacy carries a hefty price in terms of time alone.

According to adult website membership support services provider Red Apple Media (www.redapplemedia.com), one of the most time consuming activities for adult website operators is to promptly answer support questions received from members and prospects.

“Routine questions such as password reminders and resets, site map questions, renewal information and pre-sales questions can take hours every day to answer,” states a Red Apple Media rep. “That is a few hours less those site owners and webmasters have to edit, post, and market their websites, let alone take any time off to relax and recharge.”

Many pay site operators historically farmed these tasks out to their billing companies, relying on them to handle everything from password management and membership issues — natural roles for a billing company — to technical and website support; something that the biller’s reps may be unfamiliar with especially within the context of your specific site.

Operators that want more connection with their client base or tighter control over the dialog do it themselves; while other website owners seek to outsource this task to generic customer support firms whose appeal is largely one of price — a competitive advantage they gained by employing inexperienced, overseas support staff that may not be familiar with the special needs of adult pay site customers, or of how to deal with suspected cases of friendly fraud, among other issues.

“Working with a company that really does not understand how websites function, and all of the components such as streaming media, billing, and software such as ProxyPass, is a large risk that can be avoided by working with a company that has the experience to support membership based sites,” the Red Apple Media rep added. “We do not outsource and we do not hire anyone that hasn’t worked with membership sites in the past.”

While it won’t provide the most consistent results, a hybrid approach that allows for in-house customer service during regular business hours and off-site support for off-hours support requests, may allow you to stay in touch “enough” to make a difference in a site’s ongoing development and improvement, while leveraging specialists so you have a life.

The goal is immediate, satisfactory support from competent, native language speaking personnel that understand your business. The closer your website can come to this ideal, the more money it will make. How you do (or don’t do) it, is up to you.


BUSINESS ANALYSIS

Camming Issue: Models vs. Affiliates

One of the most contentious conversations among cam models today involves affiliate promotions that include unauthorized photos or videos of the models. This isn’t a matter of a model’s, network’s,... More »

Camming Issue: Profits on Rise for Performers

It’s been 20 years since JenniCam rocked the infant internet with the first adult-oriented live cam shows, revealing the intimate details of this groundbreaking cam performer’s daily life —... More »

Caring About Camming: Academia Takes a Closer Look

Editor’s Note: Rachel Stuart is a PhD Researcher at the University of Kent’s School of Sociology, Social Policy and Research, undertaking an investigation of some of camming’s nuances,... More »
XBIZ NEWSLETTERS
Stay informed of the latest industry developments. Get XBIZ newsletters delivered to your inbox. Subscribe today!
Enter email address:

* To manage existing subscriptions click here.






POPULAR PRODUCTS & SERVICES
Submit your press release to
multiple news outlets with 1 click.
Subscribe to RSS news feeds or
add free content to your website.
Access XBIZ news and articles
with your mobile device.
Access the latest issues of the industry's leading trade publications in digital form. View online or download for offline viewing.

UPCOMING EVENTS

XBIZ 2017

Jan 09 - Jan 13
Hollywood, CA

XBIZ Awards 2017

Jan 12 - Jan 12
Los Angeles, CA

ANME Founders Show

Jan 14 - Jan 15
Los Angeles Marriott Burbank Airport

Everything To Do With Sex Show

Jan 20 - Jan 22
Montréal, Québec
Everyday thousands of business professionals browse XBIZ's industry directory for quality products and services. Not listed yet? Your company could be losing potential new business. Submit your company today!
Use XBIZ RSS feeds to stay informed of the latest industry developments or as a content syndication tool for your website!