Aimilia Aspri - e-satisfaction.com

134.400 EUR! This is the cost of not knowing who your unhappy customers are!

We may all have heard about the unfavorable results of an unhappy customer on an e-shop but what exactly are we dealing with?

Customer recovery, which can be defined as the reaction to negative customer feedback that leads to the “return of the lost customer” is in the mind of e-shops and all customer facing companies (e.g. supermarket, telcos, fashion, retail, etc), regardless of their size. A quick look on the strategy of the succesful players of each vertical is enough to understand that the foundation of their succcess is not the extensive discounts, but the development of customer management best practices. Detecting the unhappy customers and doing what has to be done to recover them is a fundamental element of these best practices.

So, what should I do to achieve customer recovery?

By examining they way that 98 e-shops in Greece exploit the customer feedback that is collected through e-satisfaction’s platform, we have distinguished and sharing 4 basic principals of a customer recovery strategy, that e-shops are using to convert their unhappy customer into happy ambassadors of the e-shop!

1. Ask your customers! Whenever you can and on Everywhere you interact with them

According to the 1st Financial Training Service, 91% of unhappy customers will never come back. If an e-shop wishes to recover them, it is necessary to get in touch with them and by following a systematic and methodological approach, help them express their complaints. Complaints and feedback should be collected across the shopping journey of a customer and especially on the crucial stages of this journey, such as the moment of checkout process finalization or the moment of delivery.

2. Act instantly when you deal with unhappy customers

70% ofunhappy customers say they would gladly give a second chance to an e-shop or retail store that take their complaint under consideration. For this reason, customer facing companies should pay attention when customers complaint and make them feel that every complaint has been heard and appreciated and that corrective actions will be immediately be taken to fix what caused the complaint.

To help e-shops meet this “respond immediately” requirement, we created a new Customer Feedback Automation, named Customer Recovery Call Back Request. When Customer Recovery Call Back Request is enabled, e-shops provide unhappy customers can ask the e-shop to get in touch with them, at the time of their convenience, to express their complaint and find a way to fix it. The purpose of this Customer Recovery Call Back Request is to make unhappy customers feel that although they endured a negative experience, the e-shop is always on and always there to help them.

3. Be customer friendly. Not only through design, but always!

The term “user friendly” has multiple meanings in the fields of e-commerce, concerning most of the times technical issues such as design of user interfaces. In the case of an unhappy customer “customer friendliness” is even more important, as special care should be taken when deciding how to ask for customer feedback, when this feedback will be collected and how to respond to this feedback. All these actions need attention and meticulous planning since a phone call in an inconvenient for the customer time or an automated, non personalized email can cause the opposite results from what e-shops wants.

4. Feedback that is coming from unhappy customer is a hidden treasure

Unhappy customers are the most strict judges. They may have different requirements or complaints they are a great source of information. For this reason, customer complaints should be dealt as a chance to rebuild customer relationships and as a chance for improvement. Some of the world’s most successful companies have based their accomplishments in internal changes that were triggered through the exploitation of negative customer feedback. That means, that their need and action for improvement was not just another task but a part of their daily routing.

Customer Recovery requests nothing more than e-shop’s will to hear, understand and help an unhappy customer, combined with improvement actions and immediate response. The basic principles mentioned in this article can help e-shops reach closer to its target which is both the amelioration of customer relationship and its overall improvement.

What is e-satisfaction?

e-satisfaction is the #1 Humanized Marketing Platform for e-Business that combines customer feedback with actual automated marketing mechanisms that aim to recover or retain your customers. e-satisfaction is used by hundreds of e-businesses, helping them to go one step closer to customer centricity.

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Display Feature – Exploit your happy customers

Strengthen your branding and customer relationships through the exploitation of your happy customers. Show them the appropriate promotional post in the right time and place.

Strengthen your branding and customer relationships through the exploitation of your happy customers.

What does that mean in the first place?

Nowadays, more and more platforms provide information about your customers’ behavior including not only specific metrics such as how often they make a purchase from your e-shop but also if they would promote you or are detractors (NPS). In other words, you can easily understand who are your happy and unhappy customers, and take action. The actions you can take concerning your unhappy customers are easy to understand but what about the happy ones? How can you exploit their happiness and even loyalty sometimes on your own benefit?

Taking into advantage the benefits of this marketing tool you can:

Increase your conversions
Increase your positive reviews and ratings
Ameliorate your image
Gain more customers

I know you are thinking “Sure… I’ve heard that before, no result came through it”, but let’s get more specific.This tool includes a promotional post that e-shops can activate it in Checkout or After Sales stage or in both of them and be shown only to their happy customers. What is this post in the first place? It can be anything you want to promote and have value on show time! Some of our customers for example chose to promote a Facebook Contest or a post prompting the customers to leave a review on relevant channels such as Skroutz or BestPrice.

There is no guarantee that although a customer is happy he will not leave a negative review. However, the volume of the positive ones is so high that the negative reviews pose no threat to other customers. Moreover, a generally happy customer who still has a complaint or a spontaneous annoyance will choose to ignore this post rather spend valuable time to share his opinion. The feature’s results were remarkable since customers responded multiple times more than they did when they saw the post on Facebook and the volume of reviews increased as well! As a result, you can easily create a favorable image on public channels gaining all the more customers this way, since you promote the right post in the right place and time.

Why is this happening?

Happy customers already appreciate your services, since otherwise they wouldn’t be considered as happy, and many times they feel the need on their own to repay you. In other words, they need to help you. All you just do is give them the opportunity to take action while they’re still in mood, without demanding extra effort by them. So, if you considered that this action may lead to their annoyance or similar emotions, then don’t, because it is their pleasure! This way you manage to create a balanced and stronger relationship with your existing customers but at the same time you can improve your image and maybe acquire new ones as well.

What is required for the activation?

Just like Request Callback no technical support is required from the e-shop. You may learn more about the activation of the display feature, here.

What is e-satisfaction?

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Customer Recovery Callback Request – Get one more chance with your unhappy customers!

Now is your chance to show your unhappy customers that you do care about them and get in touch with them, right when they need your attention!

Request Callback

Have you ever thought how many customers will never buy from you again because of a small mistake or misunderstanding that took place either during the checkout process or during the shipping of an order? According to Help Scout , a typical business hears from only 4% of dissatisfied customers and the rest 96% will not voice complaint and 91% will simply never come back.

The good news is that there is a way to do it and this is why e-satisfaction was built for! Taking advantage of the increased response rates of e-satisfaction that can reach up to 45%, you now have an artillery of Customer Feedback Automations that are triggered based on how satisfied your visitors and customers are according to their feedback. A great example of these actions is the Customer Recovery Callback Request!

So the million-dollar question is…. If customers do not speak, how can I track the dissatisfied ones and understand what you can do to recover them?

What is Customer Recovery Callback Request?

Customer Recovery Callback Request is a simple, yet really powerful Customer Feedback Automation that is set in action when a dissatisfied customer provides negative feedback through e-satisfaction. In this case, instead of just saying “thank you for your feedback”, you say “Oh! We are really sorry to hear that you are not happy! If you want, you can leave us your phone and we will contact you within one working day to hear what went wrong and see if we can do something about it!”

How Customer Recovery Callback Request works?

Customer Recovery Callback Request is a set of two visuals. The first one prompts the customer to fill an email address or phone number in a specific section, so that the e-shop’s customer support team can get in touch and resolve any issue that led to dissatisfaction. The second post is displayed only after the customer has filled the contact form and contains information regarding the time period in which the e-shop will contact back.

Both visuals can be changed and be prepared by the e-shop, so any configuration in the message or their look and feel can be made by simply changing an image.

The customer support team is acquainted of the situation, since when a customer fills a contact form, an email is instantly sent to the customer support team, letting them know that an unhappy customer wishes to be contacted.

Why activate Customer Recovery Callback Request?

Customer Recovery Callback Request is a tool that rebuilds broken e-shop – consumer relationships, and converts an unhappy customer to a delighted ambassador of the e-shop.

What is e-satisfaction?

Start today, discover the power of your customers and activate Customer Recovery Callback Request and get the second chance you deserve with the customers that want to be heard!

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Be Alerted Every Time You Receive Customer Comments!

Receive an alert whenever a customer makes a comment, without having to be on the panel.

Customer comments alert (or email alert), is a feature of e-satisfaction.com, offered to organizations that want to be alerted every time a customer leaves a comment, without having to login to e-satisfaction.com platform, but straight to the customer service e-mail.

What customer comments alert really is?

With email alerts you are able to LISTEN to the voice of your customers, get notified the moment we detect an important event that requires your attention & immediate action, such as contacting an unhappy customer and of course, push their feedback across organization. Customer comments alert has the form of e-mail alerts sent to the customer service team every time customers leave comments, alongside with their evaluation. By using e-mail alerts, organizations have real-time information about potential issues and problems in orders and are able to distinguish customers that need immediate attention.

Who receives these alerts?

Just like every alert that is sent from e-satisfaction.com, customer comments alerts are sent to every e-mail account that has been configured to receive alerts. Your customers do not receive any notification. Alerts to the e-mails that have been configured, are also sent when a rather negative evaluation is submitted by a customer.

What is included in an e-mail alert?

The information that is included in each customer comments alert, is the comment the customer has left and the order id, through which the customer service team or frontline people can track the client and handle his/her request.

How to enable customer comments alert?

Customer comment alerts can be enabled through the settings section, in the e-satisfaction.com platform, by following these steps:

Step 1: Login to your account

Step 2: Select “Customer Feedback Automations Settings” and then select the “E-mail Alerts” tab, which can be found in “e-shop configuration”

Step 3: Enable/Disable Customer Comment Alerts

Note: The feature is enabled/disabled per user.

What is e-satisfaction.com?

e-satisfaction.com is the #1 Feedback Management Software that helps companies open the discussion with their customers and drive business growth. Ideal for SMBs & Large Enterprises that want to boost their Customer Recovery efforts via Customer Feedback, understand their customers, know where to focus and provide the best-in-class experiences they deserve & anticipate.

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e-satisfaction used by more than 100 e-businesses!

E-businesses try to deal with the competitive online market by developing customer experience based strategies rendering this way e-satisfaction as one of the best solutions due to its ease of use and credibility gaining the trust of more than 100 e-shops!

Nowadays, e-businesses try to deal with the upcoming and all the more competitive online market by developing customer based strategies and in particular by focusing on customer experience. E-satisfaction’s ease of use and credibility, render it one of the best solutions for e-shops in order to achieve this goal. The 100 and more customers of e-satisfaction are able to exploit their customer satisfaction and feedback on their own benefit by taking marketing actions to recovering their unhappy customers.

Some of the 100 and more enteprises that use e-satisfaction are among the largest and highly emerging e-shops in online Greek market such as AB Vasilopoulos, Praktiker Hellas, Intersport, KAFKAS, welovesupermarket.gr, cosmossport.gr, Spitishop.gr and many more. Through e-satisfaction e-businesses accomplished not only to hear their customers’ voice and understand their needs but also to:

Develop customer recovery & complaint handling strategies that track their customers’ discomfort and take immediate action on it
Gather and exploit their happy customers’ feedback either through the increase of positive reviews in relevant channels or via publishing this feedback in order to make their satisfied customers’ voice be heard in public.
Make use of their customers’ feedback in order to make the most of the opportunities that rise for improvement and take action based on their customers’ needs

E-businesses have recognized the value of customer experience setting it as the core element in their CRM strategies in order to cope with online business’ challenging and harsh environment. Following their footsteps, e-satisfaction finds and recommends constantly new tools and actions that make e-business even more customer centered!

What is e-satisfaction?