5 Questions You Must Ask Marketing Software Vendors About Customer Experience
1. 5 Questions
You Must Ask Marketing
Software Vendors About
Customer Experience
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2. Looking at new marketing software?
There are many companies currently
offering solutions.
How should you choose between
them?
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3. The first considerations
Integrated or stand alone? Online or offline? Remember, the
less expensive solution may not be the most suited to your
business needs, or be the most cost-effective long-term . . .
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4. The first considerations
Integrated or stand alone? Online or offline? Remember, the
less expensive solution may not be the most suited to your
business needs, or be the most cost-effective long-term . . .
Compliance with legal requirements and also the latest
standards/protocols (eg Sender ID), to optimize delivery rates.
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5. The first considerations
Tools which allow:
- Easy subscription/unsubscription management.
- Easy list management, for segmentation and
personalization.
- Distribution of targeted emails.
- Automatic delivery of different versions of emails to suit
different software and settings.
- Automatic update of your database in real time for various
types of bounce.
- Sophisticated statistics to enable you to track response and
calculate ROI.
- Automatically generated reports.
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6. But what makes a good software vendor an excellent
software vendor?
Donât limit your focus to the marketing software. In order for
your organization to make the most of its investment, you need
a supplier who can provide a service and support which is on par
with its technology.
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7. But what makes a good software vendor an excellent
software vendor?
Donât limit your focus to the marketing software. In order for
your organization to make the most of its investment, you need
a supplier who can provide a service and support which is on par
with its technology.
Make sure your potential
software vendor answers
these five questions before
you purchase.
5 Q
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8. Q 1
How does the product meet the
specific needs of my organization?
The ideal software vendor should seek to become more than just
your supplier â they should seek to become your partner.
Look for one who will:
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9. Q 1
How does the product meet the
specific needs of my organization?
The ideal software vendor should seek to become more than just
your supplier â they should seek to become your partner.
Look for one who will:
- Collaborate with you to identify your business pains;
- Design tailor-made solutions to help you reach your goals;
- Offer you the experience of their specialist team to drive
your businessâs results.
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10. Q 1
How does the product meet the
specific needs of my organization?
You may think this will be costly, but the cost of not seeking a
personalized service can be far higher.
For instance:
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11. Q 1
How does the product meet the
specific needs of my organization?
You may think this will be costly, but the cost of not seeking a
personalized service can be far higher.
For instance:
- You may need to increase headcount to use the new
technology;
- You may need to invest in additional resources, such as
extra hardware or licenses;
- You may end up investing in software which does not aid
efficiency or deliver results.
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12. Q 2
Will I receive assistance with the set-up?
The best software vendors put customer service at the heart
of their business. They will not leave you with only a manual
or a video to implement your software. They understand
that ensuring your team can use the software effectively and
efficiently benefits both of you.
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13. Q 2
Will I receive assistance with the set-up?
A software vendor which seeks to see itself as an extension of
your in-house team will ensure they have a support team to
provide you with new user training either face to face or via
a webinar, and subsequent support response in minutes, not
hours or days.
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14. Q 3
What ongoing training is offered?
The more practical training resources the software vendor
offers, delivered by qualified, effective trainers, the more likely
your staff are to develop a deep understanding of the software
and extract maximum possible benefit from it. As well as the
training on offer at set-up, you should be looking for:
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15. Q 3
What ongoing training is offered?
The more practical training resources the software vendor
offers, delivered by qualified, effective trainers, the more likely
your staff are to develop a deep understanding of the software
and extract maximum possible benefit from it. As well as the
training on offer at set-up, you should be looking for:
Training videos
eGuides
Webinars
Certification programs
Ongoing classroom
training
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16. Q 3
What ongoing training is offered?
The more practical training resources the software vendor
offers, delivered by qualified, effective trainers, the more likely
your staff are to develop a deep understanding of the software
and extract maximum possible benefit from it. As well as the
training on offer at set-up, you should be looking for:
Training videos
eGuides
Webinars
Certification programs
Ongoing classroom
training
. . . all from introductory to advanced level.
If software vendors offer nothing more than
manuals, their package probably isnât right for you.
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17. Q 4
Can I expect to receive real-time support?
Does the vendor offer any proactive support? Are they
consistently helping you do your job better, or do you only talk
to them when you have a problem?
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18. Q 4
Can I expect to receive real-time support?
Does the vendor offer any proactive support? Are they
consistently helping you do your job better, or do you only talk
to them when you have a problem?
What happens if you do run into problems? How do you contact
the software vendor? Do they offer:
Telephone support?
Instant messaging support?
Support forums?
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19. Q 5
Whatâs in it for my customers?
Finally, software vendors need to be clearly able to explain and
demonstrate how their marketing platform will benefit your
customers - throughout the customer lifecycle. If the system
does nothing to improve your customersâ experience when
hearing from you, the platform is unlikely to offer you any great
advantages.
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20. Q 5
Whatâs in it for my customers?
Finally, software vendors need to be clearly able to explain and
demonstrate how their marketing platform will benefit your
customers - throughout the customer lifecycle. If the system
does nothing to improve your customersâ experience when
hearing from you, the platform is unlikely to offer you any great
advantages.
55%
of consumers would pay more for
a better customer experience.
Defaqto Research
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22. Remember:
Examine the marketing software, then ask the vendor:
How can they address your specific business pains
and goals?
What help is there at set-up?
What ongoing training is there?
What support is on offer throughout the contract?
How will the software improve your customersâ
experience throughout their lifecycle?
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23. To read more about why customer
service should be an essential
deciding factor when choosing
software, download our free eGuide:
Ignore customer service in software
RFPs at your peril: hereâs why
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