The traditional purchase funnel is out of date. It focuses on linear processes when today’s shopping experience is cyclical. It focuses only on marketing and sales even though it should also include customer service. In the Digital Age, software companies must understand that its most important resource is the customer.
This infographic from Help Scout, a provider of help desk software, illustrates the costs of bad customer service and the benefits of good customer service.
Perhaps the most surprising piece of data here is that according to the Annual Mystery Shopping Study, only 10 percent of online merchants offer “stellar service.” Read the rest of this entry »
Filed under customer acquisition vs retention, Customer Service, E-commerce
Inefficiencies in customer service offerings cost businesses millions of dollars each year. To improve customer service, software companies should monitor regional orders and compare them to those regions’ customer contact rates. They should also monitor the reasons why customers are contacting them, and which contact methods customers use.
Contact rates by region
The Internet made it simpler to deliver software to customers around the globe. The challenge with selling to an international market is providing adequate support to all of your customers. Read the rest of this entry »
Filed under contact methods, customer contact rate, Customer Service
Email marketing is often praised as a low-cost, high-return marketing investment. But choosing the right email service provider (ESP) depends on many factors. How does one balance costs against capabilities? How does a business fulfill the needs of today while planning for the growth of tomorrow?
Our friends over at ROI DNA, a digital marketing agency, created the Email Service Provider Matrix to guide companies through the process of choosing an email provider.
ROI DNA: Email Service Provider Matrix
Read the rest of this entry »
Filed under Email Marketing, ESP, ROI DNA
