Category: Features

Customer Retention: Easier than ever with e-satisfaction

How can you respond promtly to customer complaints?  Use e-satisfaction’s automated e-mail alerts feature to manage complaints quickly and in a personalized manner.

If you go across every guide on how to increase customer retention, you will find a single, high level rule of thumb that you should follow: “Respond promptly, be polite and resolve the concern”. This is correct, but how easy can it be when you do not even see or talk to the customer? How can you respond promptly when you are not there when the complaint is raised? This is a great challenge and this is why we created automated alerts!

Automated e-mail alerts are sent to your e-Business customer service/ management teams when an unhappy customer raises a complaint or declares to be unhappy by a shopping experience in your business. A very important characteristic of the automated mail alerts is that they are linked to a specific order id, so you know who is behind each complaint, so you can manage it in a personalized manner, building the bond you want to built with each and every customer!

automated email alerts

 

What to do with email alerts?

There are a lot of ways that you can use and manage such alerts. Examples of how our clients are using automated email alerts today can be found below, in the form of advice:

  • Reply – Several customers allocate a part of a day to follow up on customers that raised a complaint or declared to be not happy by their experience.
  • Automate – Customers with a large number of orders may face larger volumes of complaints or customers that need attention, so the development of different response templates for different occasions is possible.
  • Inform – By using e-mail alerts, top level management has the opportunity to get a taste of the customer service process and the customer satisfaction levels on a daily basis. Turn it on once and you will never turn it off again as it is a perfect, filtered stream of customer voices that you want to receive!

4 ways to increase your customer’s lifetime value!

Customer lifetime value is one of the most important metrics of your business. Discover 4 easy and quick ways to increase your customer’s lifetime value!

Customer Lifetime Value! What does it mean?

Customer Lifetime Value is one of the most important metrics of your business as it is the metric that indicates if your business will be viable and profitable in the long term. CLV refers to the projected revenue each customer will generate during their lifetime, so increased CLV means less acquisition cost and more revenue, thus long term profitability!

A study from ThinkJar revealed that it costs 6 to 7 times more to gain a new customer than to keep an existing one! Therefore, all efforts should be placed in increasing your customer’s satisfaction throughout their entire customer journey and extend their lifetime value.

How can CLV be increased through customer centricity?

The most important thing you can do to extend the CLV index is to develop a strong bond with your customers and make them feel that “this company gets me”, so the next time they will need something they will not search somewhere else, but they will come directly to you. There are a lot of ways to achieve this and the one thing that you should never forget is that there are real persons behind every transaction, so all you have to do is understand their needs and communicate with them in a personalized way, just like you would do with a real human.

This is not an easy task when you manage tens or thousands of transactions every day, so you need to get the right technology in place. e-satisfaction.com, taps into your customer’s mind and gives you the opportunity to trigger personalized communications based on the experience your customer had when buying from you.
This personalized communication comes from e-satisfaction.com‘s built-in marketing campaigns that you can use without having to bother your technical team. Easy, plug n play, fast and effective!

  • Refer a Friend – Ask your happy customers to refer you to their friends! You can have a quick look on a successful case study that generated a 3% revenue increase with no marketing cost!
  • Callback Request – Who said customer recovery cannot be automated? Have dissatisfied customers ask for a callback and solve any possible misunderstandings, converting them into happy and loyal customers! Click here to read more about the Callback Request mechanism.
  • Banner Campaigns – Usually customers leave when they finish checkout. Instead of this you can use the thank you page to create awareness, or even to transfer every client that completes checkout to the next action you want them to do. Check your loyalty program, discover your new stores, or a Free Delivery offer are some of the actions our customers have chosen.
  • Reviews Campaigns – Do you want to increase your Word of Mouth and inspire more trust to potential customers? Do you need more reviews in marketplaces, in Facebook or Google Places? See this case study to discover how to increase positive reviews by 79%!

Not all customers are the same! Personalize your marketing messages to show your customers that each and every one of them is unique for you! If you want to learn more, schedule a demo with our team and discover how your customers will reward you!

Schedule a Demo

 

Praktiker uses e-satisfaction to understand where online visitors come from!

Praktiker got more than 17.000 responses from its visitors and made clear estimates on the effectiveness of their marketing budget, while using e-satisfaction’s custom questions mechanism.

praktiker_case_study

One of the most common questions Marketers have to answer is “does my advertising budget have the result I want to have?”.  Praktiker wanted to answer this question and more specifically to understand if the marketing efforts that are made both in digital and physical space generate traffic for the online store of Praktiker, the e-shop www.praktiker.gr.

Common analytics platforms do a great job in providing insights related to digital channels and are great at telling how many visitors come from digital mediums. However, they do not answer how much impact and traffic the physical stores generate to the e-shop or what is the impact that a TV campaign had. The reason that web analytics tools cannot provide this information is that it can only be measured by asking the visitors of the e-shop and not by examining their previous click or their behaviour in the e-shop.

This is where e-satisfaction came to help Praktiker. The platform of e-satisfaction has been built to help e-businesses collect credible feedback from visitors and customers, understand what this feedback actually means and leverage this feedback to generate value. One of the mechanisms that e-satisfaction uses, on the understand part, is the custom questions, which are questions that can be added at any stage of the customer’s shopping journey, purposed to get a better understanding on what is in the mind of the visitors and customers. In the case of Praktiker, the challenge was to understand where visitors come from, so a custom question was asked at the browsing stage (shortly after a visitor enters the e-shop), asking customers what was the last place they interacted or saw Praktiker before visiting the website, i.e. information from store/newsletter, family or friend recommendation, TV ad etc.. 

With this mechanism Praktiker got repsones from more than 17.000 visitors of www.praktiker.gr, reaching to a conclusion that the major traffic source of Praktiker.gr (45%) is the network of physical stores, and that printed leaflets are also doing a great job in bringing customers to the e-shop. Also, by asking its online visitors, Praktiker realized that TV campaigns did generate traffic, but this traffic did not exceed 10% of the visitors in the e-shop whch can be considered a small percentage if compared with the rest of the channels.

By using the custom questions mechanism provided by e-satisfaction, Praktiker now has a number of the effect that each of the available channels have in digital traffic and can have a clearer estimate on the real effectiveness of both digital and media marketing budget.

Customer segments based on satisfaction? Now you got it!

Customer Satisfaction Segments – Create and export customer email list, filtered by you customers’ level of satisfaction on their shopping experience. Now you can get the desirable information, for the orders and the time duration that interest you!

Everytime I discuss with online businesses about the happy and unhappy customers, I tend to ask them how they recognize their dissatisfied ones since they don’t have a clear image about them and how they know who their ambassadors are since they seldom have the chance to speak with them. Through the years I’ve heard many answers, but most of the times e-businesses either do not pay as much attention as they should hoping that the unhappy customers will come in touch on their own to express their discomfort or conduct a sample based research now and then in order to measure the level of their customers’ satisfaction. Through these dialogues our team understood how important it is for e-shops to know who their customers who do have a complaint to voice are and who are the happy ones. After testing and measuring the results we concluded that targeted actions based on satisfaction based segments, are way more effective than the typical targeting.  This is the reason why we developed another important tool concerning the customer’s answers exploitation which is the Customer Satisfaction Segments!

What exactly is the Customer Satisfaction Segments?

The new feature of e-satisfaction is one step closer to the ultimate exploitation of customer feedback. Customer Satisfaction Segments gives you the chance to create and export customer email list, filtered by their level of satisfaction on their shopping experience. These lists are highly manageable and can be instantly imported into any e-mail marketing tool! What does that mean? Practically within 5 minutes you can:

  • Activate and run automated customer recovery campaigns for your unhappy customers
  • Reward your happy customers asking them to recommend you to their friends and family

It’s obvious now that it’s way too simple for all the e-shops that use e-satisfaction, to get the desirable information, for the orders and the time duration that interest them!

How can I make use of Customer Satisfaction Segments?

The procedure is way too easy and can be completed in 5 plain steps!

Step 1: Log into your account and choose from e-satisfaction dashboard the desirable e-shop (in case your account is linked to more than one e-shops).

Step 2: In your e-shop’s “Dashboard” choose the stage you wish to export the mail list, whether it is Checkout stage or After Sales.

Step 3: Right after you’ve picked a stage, choose the “Detailed” tab, to see your customers’ answers and metrics that can be filtered.

Step 4: Right below the number of completed questionnaires statement click the button “Export Mailing List”.

Step 5: In the pop up window you may choose the desirable criteria and click export! Simple as that!

Customer Satisfaction Segments is a valid tool for every marketer’s toolkit and an even more valuable asset for
e-businesses that base their success in Online CRM strategies, based on customer satisfaction and deep understanding of their needs.

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.

Click to create your FREE account

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?

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.

Click to create your FREE acount