PremiumResponse Review

PremiumResponse has quickly climbed the ranks to become the premier help desk software on the market for small to medium sized web based businesses.

The big advantage to PremiumResponse is the fact that they were one of the first, and still the only, to recognize that it's extremely common for internet entrepreneurs to run multiple website businesses rather than a sole website.

To accommodate these multi-website businesses, PremiumResponse created their help desk software to make it easy to do the following:

• Manage multiple websites from 1 control panel.

• Brand each support system specifically to each website.

• Customize each Instant Answer system for each website.

• Live Chat can be branded and managed by one location for all sites.

• Surveys are also brand specific.

• Multiple Member's areas to run unlimited subscription membership sites.

• The advertising module manages text and image ads across any number of locations with ad rotation and conversion testing built in.

If this sounds like a lot of software in one package ... it is! In fact, it's really like 5 software platforms all built into 1, but a lot cheaper than and all integrated so it's actually easier to use.

Help Desk Ticket System

Customer support ticket systems have been around for quite long time now and the basic concept is pretty well refined. Almost all the ticket systems work very well.

But the problem with almost all the customer support ticket systems on the market is that they've only improved the method of submitting tickets. Granted, they all have the standard "canned answers" to help reduce typing but in the end, an operator is still reading the ticket and figuring out how to best answer it.

What PremiumResponse has done is to alter the way a ticket is submitted to improve the entire customer support ticket submission process.

By making a few small changes to the overall logic of the submission process, PremiumResponse was able to improve the help desk ticket system to actually reduce the amount of support time needed given the same customer level.

Now you know why PremiumResponse uses the slogan, "sell more, work less", it's because the software is designed to help eliminate support tickets instead of simply finding a better way of submitting tickets.

2 Instant Answer Systems - Doubles Your Effectiveness

In addition to the reduction of support tickets, PremiumResponse actually uses a 2nd Instant Answer system to provide immediate answers to potential customers that may not fully understand your sales page or sales message.

Instead of allowing the potential customer to leave your site while they await an answer from you, the separate sales Instant Answer system can be set up as an information system that performs 2 tasks:

1. Answers the potential customer's question.

2. Adds an additional sales message.

Because there are 2 Instant Answer systems instead of the standard singular knowledge base, you can address each segment separately and specifically. For example, you would not want to disclose proprietary, "customer only" information to a potential customer as they have not purchased your product or service yet.

While this might not apply to businesses outside the information products field, it's still important that customers be addressed one way and potential customers another. The  two groups have two different perspectives of your product and need to be treated accordingly ...it only makes sense to do it this way.

Live Chat

Live chat is live chat so there's not a whole lot to say here. I'll simply highlight the areas where PremiumResponse is different from the competition:

• Multiple Website Branding - Run unlimited websites. You can be run from one area with each website branded specifically. Management of all the chat windows can be done from one screen to maximize productivity.

• Push Chat  - If you want to more aggressively engage your site visitors. Push Chat will push the chat window out to the customer and ask them if they would like to chat instead of passively waiting for the customer to click the "live chat" icon.

• Exit Chat - This is a unique feature that grabs people as they leave your site by automatically popping open a chat window when they get close to leaving. This is a good technique to use to "salvage sales" that would normally be lost.

• Custom Welcome Scripts - Keep your customers engaged while they wait for a person from your site to answer their chat request. This slick feature keeps prospects "on the hook" 276% longer than a traditional "waiting for an operator to reply" message.

In summary of the Live Chat software ...it basically does everything you would expect from a live chat program but with several advantages.

Live Survey Software

I never really expected to love this feature as much as I did but I used it a few times just to play with it and was shocked at the amazing value of running these surveys.

The amount of information that people will share when they are anonymous is simply incredible!

The way this works is really quite simple. First you create a survey by simply choosing the type of question you want asked:

• True / False

• Multiple Choice

• Free Text - You ask an open ended question and they can type anything they choose.

Then you choose how you want to the survey to be displayed

• Pop-Up Window on page entry

• Pop-Up on page exit

• Static Page

Finally, you simply copy and paste one line of code into your website and let it run.

The survey system then collects the information from your site visitors and what you learn is simply amazing. You'll come away from your very first survey with a much better understanding of why your customers are doing what they're doing versus simply seeing the numerical stats telling you about the number of visitors and pages visited.

Live Survey Secret Weapon - Survey Split Testing

But here's the most ingenious part of the PremiumResponse survey system. Here's the feature that I've never seen in any other survey system and one feature that makes huge difference in your website performance.

The survey system has a "split testing" function. Here's how it works.

You first run a survey on your site to discover what people like, don't like, are confused about, etc. You then make the changes to the page that you think will improve the situation.

You now run the same survey again and run the data side by side (the PremiumResponse survey system does this automatically for you) to see the impact of your changes.

This is an extremely powerful strategy to continuously improve the conversion rate of your website / business.

Membership Software - Unlimited Sites With 1 Account

The repeating theme is true here as well, if you're running only one Membership site, with no plans to ever add more, then there are numerous stand alone solutions that will get the job done quite nicely.

But I don't know too many web entrepreneurs that can stop at 1. So this is where PremiumResponse shines once again.

You can add an unlimited number of membership sites in your single account and manage every single one of them from one login by simply "tabbing" from one site to the other.

In summary, here are the main differences between PremiumResponse's Membership software and the rest of the market:

• Unlimited Sites - Only 1 account / license

• Brand Specific - No 'generic' accounts, each Membership site can be customized specifically to your brand so no 2 are ever alike.

• Easy Multi-Site Management - Log into your account and manage all membership sites from 1 location.

• Instant Password Creation System - Delivers the customer's password instantly after approval so you never depend on unreliable email.

Advertising Distribution Module

Another feature of PremiumResponse is their advertising module that distributes banner, text and flash ads to 1 or multiple websites. This is a great feature if you're running any type of advertisements on your sites, or doing affiliate marketing for others.

This drop dead simple system provides you with the following benefits:

• Flexible Formats - Text, Image & Flash ads all work equally as well.

• Automatic Rotation - Test different ads automatically.

• Conversion Tracking - Tracks ad performance

Bottom Line: Any 1 of the 5 included applications in PremiumResponse would easily justify the low monthly subscription price of $27, but getting all 5 applications for this price is simply an amazing bargain.

Even if you don't need all these features and benefits today, having them available simply means that you'll use them sooner rather than waiting until later ...especially the survey system!