SEO can be tricky when you’re just starting a brand. Learn from our top marketing experts on what it takes to make sure your products are easily found on the web.
So your inventory and orders are starting to come through, but you need to get them to your customer somehow. Discover the best ways to ship products, how to overcome common problems, different ways to charge for shipping, and more!
The Upside to Cross-Selling: How MVMT Watches Boosted RevenueOptimizely
Retailers of all sizes understand that cross-selling is an effective way to increase online sales. What may surprise you is that you don’t need to spend a fortune to start an effective cross-sell program. Check out these slides to learn how MVMT Watches, the # 2 store on Shopify, used testing and optimization to launch a winning cross-sell strategy that increased online revenue.
To compete and win in 2016 and beyond auto body and repair shops need to consider the following:
Operating their Business Better, Faster, Cheaper
Operate a Process Driven Business VS Whack “A” Mole Management
Insure You are Capable of Repairing Today's Vehicles - Certification
Use Technology…Don’t Fight It...
Use Technology to Sell More
Use Technology for More Focused and Measurable Marketing
Use Technology to Focus on Today’s Consumer
Subscribed 2015: Why Subscriber Experience is Key to GrowthZuora, Inc.
Every subscription business wants more traffic, more leads, more customers and more raving fans. But in order to achieve that it is critical that each and every visitor, lead and customer have a great experience at every interaction with your brand. Hear how this goes wrong, who is doing it right and walk away with a action plan for mastering this to drive growth at your business.
SEO can be tricky when you’re just starting a brand. Learn from our top marketing experts on what it takes to make sure your products are easily found on the web.
So your inventory and orders are starting to come through, but you need to get them to your customer somehow. Discover the best ways to ship products, how to overcome common problems, different ways to charge for shipping, and more!
The Upside to Cross-Selling: How MVMT Watches Boosted RevenueOptimizely
Retailers of all sizes understand that cross-selling is an effective way to increase online sales. What may surprise you is that you don’t need to spend a fortune to start an effective cross-sell program. Check out these slides to learn how MVMT Watches, the # 2 store on Shopify, used testing and optimization to launch a winning cross-sell strategy that increased online revenue.
To compete and win in 2016 and beyond auto body and repair shops need to consider the following:
Operating their Business Better, Faster, Cheaper
Operate a Process Driven Business VS Whack “A” Mole Management
Insure You are Capable of Repairing Today's Vehicles - Certification
Use Technology…Don’t Fight It...
Use Technology to Sell More
Use Technology for More Focused and Measurable Marketing
Use Technology to Focus on Today’s Consumer
Subscribed 2015: Why Subscriber Experience is Key to GrowthZuora, Inc.
Every subscription business wants more traffic, more leads, more customers and more raving fans. But in order to achieve that it is critical that each and every visitor, lead and customer have a great experience at every interaction with your brand. Hear how this goes wrong, who is doing it right and walk away with a action plan for mastering this to drive growth at your business.
Glimpse uses AI to convert your camera's feed into business information like customer demographics, footfalls, sales conversion, customer journey and much more
User Retention Stack On Steroids: A Handy Guide On Delivering Incomparable Us...WebEngage
Looking for ways to retain your users?
Here's a quick and concise teardown of what user retention looks like and what are the things you must look at in order to move the needle through user engagement and retention.
If you find this presentation helpful and would like to talk to us, you can get in touch with us here: https://webengage.com/register-for-demo/?utm_source=slideshare
Improving Revenue through Dynamic Product RecommendationsDynamic Yield
We power tens of millions of product recommendations per day on behalf of our clients. Needless to say, we've learned a lot about what works, how and where to implement recommendations in the purchase funnel. Global retailers who have implemented Dynamic Yield’s recommendations have seen a substantial uplift in revenue within the first 90 days. Your site can do it too. Contact us to see a live demo.
Good content can engage your audience with you. A connection you make is essential for the success of any e-commerce business. Let me put a stat over here.
“A fully connected customer is 50% more valuable than of a highly satisfied customer.”
Today’s customers do not differentiate between marketing and service—but they do expect a cohesive, personalized experience every step of the way. Whether they’re receiving an email related to an open issue, using self-service to resolve problems themselves, or contacting support with questions before they make a purchase, every service interaction is a marketing interaction too.
Join us to learn how Desk.com helps fast-growing companies leverage each opportunity to deliver a great experience - and turn customers into evangelists one interaction at a time.
Reviews: The Best Kept Secret to Landing Page OptimizationTrustpilot
Check out our webinar to see real examples of how IDWholesaler diminished customer hesitation with reviews to ultimately increase conversions and ROI from digital spend. They were even able to grow revenue by 315% for one of their key product lines, just by simply adding reviews to their landing page!
In the rush of meeting deadlines and completing urgent projects, customer satisfaction can often take a backseat. However, customer satisfaction is one of the factors that are integral to a successful business. Instead of attracting new customers, it might even be better for your business to keep a hold of existing customers. Higher customer satisfaction can even lead to customers recommending you to others and creating new business opportunities. At the core of customer satisfaction lies the question, ‘Does your product or survey meet the customer requirements?’ Here are some of the most critical criteria for customer satisfaction and why they are beneficial for your brand.
Value added customer service is an important tactic for SMBs to acquire and retain potential customers, increase brand awareness and so on. Here are five ways build effective customer service solution to your business in order to increase brand presence at global level.
Retail Guide: 10 Commandments of Customer-Centric RetailingRaymark
As our physical and online environments continue to come together, consumer behavior
keeps changing and retailers need to react. Today’s consumers are extremely connected and live a digital lifestyle. They are educated, expect speed and have become extremely demanding. With an overload of mass marketing, some customers have lost trust in retailers and have become less loyal.
In this guide, we will take you through the 10 commandments that every customer-centric retailer needs to follow in order to increase loyalty, new customer acquisition, visit conversion, transaction value and to optimize marketing and customer engagement costs.
Glimpse uses AI to convert your camera's feed into business information like customer demographics, footfalls, sales conversion, customer journey and much more
User Retention Stack On Steroids: A Handy Guide On Delivering Incomparable Us...WebEngage
Looking for ways to retain your users?
Here's a quick and concise teardown of what user retention looks like and what are the things you must look at in order to move the needle through user engagement and retention.
If you find this presentation helpful and would like to talk to us, you can get in touch with us here: https://webengage.com/register-for-demo/?utm_source=slideshare
Improving Revenue through Dynamic Product RecommendationsDynamic Yield
We power tens of millions of product recommendations per day on behalf of our clients. Needless to say, we've learned a lot about what works, how and where to implement recommendations in the purchase funnel. Global retailers who have implemented Dynamic Yield’s recommendations have seen a substantial uplift in revenue within the first 90 days. Your site can do it too. Contact us to see a live demo.
Good content can engage your audience with you. A connection you make is essential for the success of any e-commerce business. Let me put a stat over here.
“A fully connected customer is 50% more valuable than of a highly satisfied customer.”
Today’s customers do not differentiate between marketing and service—but they do expect a cohesive, personalized experience every step of the way. Whether they’re receiving an email related to an open issue, using self-service to resolve problems themselves, or contacting support with questions before they make a purchase, every service interaction is a marketing interaction too.
Join us to learn how Desk.com helps fast-growing companies leverage each opportunity to deliver a great experience - and turn customers into evangelists one interaction at a time.
Reviews: The Best Kept Secret to Landing Page OptimizationTrustpilot
Check out our webinar to see real examples of how IDWholesaler diminished customer hesitation with reviews to ultimately increase conversions and ROI from digital spend. They were even able to grow revenue by 315% for one of their key product lines, just by simply adding reviews to their landing page!
In the rush of meeting deadlines and completing urgent projects, customer satisfaction can often take a backseat. However, customer satisfaction is one of the factors that are integral to a successful business. Instead of attracting new customers, it might even be better for your business to keep a hold of existing customers. Higher customer satisfaction can even lead to customers recommending you to others and creating new business opportunities. At the core of customer satisfaction lies the question, ‘Does your product or survey meet the customer requirements?’ Here are some of the most critical criteria for customer satisfaction and why they are beneficial for your brand.
Value added customer service is an important tactic for SMBs to acquire and retain potential customers, increase brand awareness and so on. Here are five ways build effective customer service solution to your business in order to increase brand presence at global level.
Retail Guide: 10 Commandments of Customer-Centric RetailingRaymark
As our physical and online environments continue to come together, consumer behavior
keeps changing and retailers need to react. Today’s consumers are extremely connected and live a digital lifestyle. They are educated, expect speed and have become extremely demanding. With an overload of mass marketing, some customers have lost trust in retailers and have become less loyal.
In this guide, we will take you through the 10 commandments that every customer-centric retailer needs to follow in order to increase loyalty, new customer acquisition, visit conversion, transaction value and to optimize marketing and customer engagement costs.
Managing the Store Transformation Process: Why it’s imperative to transform your physical store
This White paper explores how a new empowered customer experience can be achieved. It also addresses the second essential step, the transformation plan and metrics that will be used to measure success. This key step enables the creation of the store transformation strategy, vision and roadmap.
The importance of omnichannel customer experience for modern businesses. It emphasizes that with customers having multiple platforms to interact with businesses, it has become necessary for every business to have a presence across these channels. The paragraph mentions that an omnichannel approach is crucial to reach potential customers and cater to their needs. It also suggests that if you are considering implementing an omnichannel customer experience strategy, the paragraph provides the necessary information you need to know.
[Series] Critical Channels of Choice - Part 1: CX Now…CX How? Explore the StackPrecisely
As a CX and marketing professional, you are responsible for communicating and
engaging with your prospects and clients in their moment of need. We’d like to
introduce you to our powerful portfolio of digital solutions designed for CX and
marketing professionals.
View this on-demand webinar to explore the key channels where your customers
want to engage with you – and how as a customer-obsessed organization, you can
embrace new market opportunities and exceed their expectations.
The Four Proven Marketing Systems Every Contractor Must Optimize to Maximize ...Digital Downloads
It's easier than ever for consumers to quickly research and compare various contacting businesses.
You can see this is a chart from a search for “top contractors in Denver, Colorado, and I can easily, easily pull up this type of information from a huge variety of sites, and see how other people are rating certain services, right?
So you can see here “Tim’s Tree Services” 4.8, three stars out of five. That’s great. You can see how many people have reviewed it, the ratings of reviews that are out there, and the average rating of all the contractors in Colorado, on this particular site.
But this is just one of dozens and dozens of sites that I could check at any time to learn more about you and your competitors.
Life cycle marketing for the automotive services industryCatalyst
Whether your goal is to increase ticket size, boost cross-sell, get customers to visit more often, or all the above, an effective life cycle marketing strategy can deliver the competitive difference you want.
A step-by-step workshop chockfull of all the info you’ll need to set up your store on Shopify, manage your account and get selling. Please bring a laptop.
Learn about the ins and outs of selling in person using Shopify. Learn about Shopify POS, the brand new EMV card reader, inventory management, discounts, and more!
Get hands-on tips and tricks from an expert photographer on how to take great photos of your products. Bring your camera(s) or product(s) and use our popup photography studio to shoot!
Some of the most successful entrepreneurs have grown by thinking outside the box. Join us to learn about how you can grow your business using strategies and hacks that have proven themselves time and time again.
Build an awesome brand that keeps ‘em coming back. We’ll get you started with things like brand considerations, design and Shopify theme customization. Please bring a laptop.
E-Mail Marketing Guide: Using Relationship Marketing to SellShopify
What is permission marketing and how do you build out a customer database? In this podcast we will give you tips on how to build out properly build out your mailing list.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
Search Engine Marketing - Competitor and Keyword researchETMARK ACADEMY
Over 2 Trillion searches are made per day in Google search, which means there are more than 2 Trillion visits happening across the websites of the world wide web.
People search various questions, phrases or words. But some words and phrases are searched
more often than others.
For example, the words, ‘running shoes’ are searched more often than ‘best road running
shoes for men’
These words or phrases which people use to search on Google are called Keywords.
Some keywords are searched more often than others. Number of times a keyword is searched
for in a month is called keyword volume.
Some keywords have more relevant results than others. For the phrase “running shoes” we
get more than 80M relevant results, whereas for “best road running shoes for men” we get
only 8.
The former keyword ‘running shoes’ has way more competition from popular websites to
new and small blogs, whereas the latter keyword doesn’t have that much competition. This
search competition for a keyword is called search difficulty of a keyword or keyword
difficulty.
In other words, if the keyword difficulty is ‘low’ or ‘easy’, there won’t be any competition
and if you target such keywords on your site, you can easily rank on the front page of Google.
Some keywords are searched for, just to know or to learn some information about something,
that’s their search intention. For example, “What shoe size should I choose?” or “How to pick
the right shoe size?”
These keywords which are searched just to know about stuff are called informational
keywords. Typically people who are searching this type of keywords are top of a Conversion
funnel.
Conversion funnel is the journey that search visitors go through on their way to an email
subscription or a premium subscription to the services you offer or a purchase of products
you sell or recommend using your referral link.
For some buyers, research is the most important part when they have to buy a product.
Depending on that, their journey either widens or narrows down. These types of buyers are
Researchers and they spend more time with informational keywords.
Conversion is the action you want from your search visitors. Number of conversions that you
get for every 100 search visitors is called Conversion rate.
People who are at different stages of a conversion funnel use different types of keywords.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
AI-Powered Personalization: Principles, Use Cases, and Its Impact on CROVWO
In today’s era of AI, personalization is more than just a trend—it’s a fundamental strategy that unlocks numerous opportunities.
When done effectively, personalization builds trust, loyalty, and satisfaction among your users—key factors for business success. However, relying solely on AI capabilities isn’t enough. You need to anchor your approach in solid principles, understand your users’ context, and master the art of persuasion.
Join us as Sarjak Patel and Naitry Saggu from 3rd Eye Consulting unveil a transformative framework. This approach seamlessly integrates your unique context, consumer insights, and conversion goals, paving the way for unparalleled success in personalization.
How to Run Landing Page Tests On and Off Paid Social PlatformsVWO
Join us for an exclusive webinar featuring Mariate, Alexandra and Nima where we will unveil a comprehensive blueprint for crafting a successful paid media strategy focused on landing page testing.With escalating costs in paid advertising, understanding how to maximize each visitor’s experience is crucial for retention and conversion.
This session will dive into the methodologies for executing and analyzing landing page tests within paid social channels, offering a blend of theoretical knowledge and practical insights.
The Pearmill team will guide you through the nuances of setting up and managing landing page experiments on paid social platforms. You will learn about the critical rules to follow, the structure of effective tests, optimal conversion duration and budget allocation.
The session will also cover data analysis techniques and criteria for graduating landing pages.
In the second part of the webinar, Pearmill will explore the use of A/B testing platforms. Discover common pitfalls to avoid in A/B testing and gain insights into analyzing A/B tests results effectively.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
Top 3 Ways to Align Sales and Marketing Teams for Rapid GrowthDemandbase
In this session, Demandbase’s Stephanie Quinn, Sr. Director of Integrated and Digital Marketing, Devin Rosenberg, Director of Sales, and Kevin Rooney, Senior Director of Sales Development will share how sales and marketing shapes their day-to-day and what key areas are needed for true alignment.
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
5. Technology has changed the way people shop
Cloud
Average weekly
spending online in the
UK so far in 2016 is
£870.8 million; this is a
12.3% increase
compared with 2015.
Mobile
In 2015, one third of
the purchases were
made on a mobile
device.
Social
In 2014, the top 500
retailers earned $3.3
billion from social
shopping, up 26% from
2013 which far
exceeded ecommerce
growth.
6. Shopping journeys are more complex than they have ever been
Consumers rarely start and finish
their journey on the same channel.
Retailers need to be prepared to
meet customers’ need at any point of
their journey regardless of what
channel they are on.
7. Support on every channel is crucial
Of smartphone users say they consult their phones
on purchases they’re about to make in a store.81%
Of consumers said they use their phones while
shopping in-store, performing such tasks as price
comparisons, looking up product information, and
checking reviews.
90%
9. Why you need omnichannel customer service
Customer expectations have changed.
It’s more important than ever for your brand to have a
presence and to be available to shoppers in multiple channels,
especially to bridge the in-store, web and mobile experience.
10. The Holiday season can be particularly difficult for retailers
Meeting expectations is harder
during the Holiday season. Make
sure you can adapt fast enough.
11. Why you need omnichannel customer service
Customer service agents must be ready to answer questions whether they come via
phone, live chat, tweet, Facebook messenger, email or in-person.
To be successful and win the loyalty of the omnichannel customer, each experience
must be smooth and easy, from product discovery to post-purchase support.
Support on
every channel
Quick responses
anywhere, anytime
Expert
agents
12. The boiling point
Knowing this type of support is required by customers
and delivering on it are two entirely different things.
Most brands haven’t integrated their communication
across support channels, which leads to a disjointed,
fragmented experience for the customer.
As a result, customers become frustrated with the
level of service they’re receiving from retailers.
13. The boiling point
Of customers expect to receive real-time
assistance regardless of the customer
service channel they use.64%
Of customers think brands need to put
more effort into providing a seamless
customer experience.87%
Of customers get frustrated when they
have to repeat information to multiple
service representatives.89%
14. Why you need omnichannel customer service
What’s needed to ensure that your customers
are satisfied with the service they receive?
The process starts by assessing the people, processes, and
systems you currently have in place for customer service.
15. Understand your connected customers
You need to understand your connected customers.
It requires putting your customers at the center of your business, and thinking of
them before any decision is made.
Your success relies on more than just offering great service—it relies on offering a
great experience throughout the purchase journey, and thinking about the customer
from discovery through purchase and post-purchase.
16. Hire great people for a great customer service
Hire for attitude
To effectively serve your customers, a person needs to have a service mindset. This
means always being ready to serve others, and a willingness to go the extra mile to
create truly memorable customer experiences.
Seek out excellent communicators
Customer service is a people-focused job. It’s all about creating personal, positive
connections in daily interactions with customers. Effective communication creates better
relationships and builds trust.
Look for listeners
Being a great listener is key to understanding customers’ needs, wants, and concerns. A
good listener is better able to ask the right questions and figure out the real issue
behind a customer’s frustration, thus helping to find the best solution.
Follow the leader
Leadership skills are critical for customer support staff, who are often asked to deal with
complicated situations and to provide quick and efficient solutions.
17. Develop a set of processes for your customer service team
Customer service policies to implement within your organization
• Never ask a customer for the same information twice.
• Service the customer in the channel they choose.
• Make a single person responsible for each customer service inquiry. Don’t bounce
customers from one department to another.
• Empower your support staff to make their own decisions based on what they feel is
in the best interest of the customer.
18. Help shoppers help themselves
Online community
Cultivate customer
conversations to
crowdsource support and
generate feedback.
Knowledge base
Create a resource of helpful
articles that answer
customer’ (and agent’s)
most popular questions
Customer service portal
Did you know customers actually
prefer self-service? Give your
customers a single destination for
everything they need.
19. — Joel Ivey, Head of Customer Experience at Chubbies
“With Zendesk we were able to create an amazing help
center that provides powerful answers to our customers
without the need of support agent assistance. We’ve
seen a decrease in the overall number of tickets
alongside a massive increase in revenue. We’re able to
help customers help themselves and that alone boosts
customer satisfaction.”
20. Prepare for a boost in your activity
Identify your busiest
times and staff
accordingly.
Train agents
in advance.
Get the whole
company
involved.
Set up tools to
automate any
repetitive task.
21. — Joel Ivey, Head of Customer Experience at Chubbies
“At peak times, our product and design teams work on
tickets. This allows them to hear customer feedback
directly and think about changes to improve the overall
Chubbies experience. The Zendesk reporting gives the
team great insights as well.”
22. Track, measure and adjust
Gain visibility into your
customers interaction
Gather data with the
customer experience with
your company. Know their
needs and how to better
serve them.
Measure your team’s
performance
Drill into your support
team’s performance.
Identify opportunities to
improve your support
operations.
See the business impacts
of great service
Share your analyses with
the whole organization.
Work together to improve
the entire customer journey.
23. Why omnichannel customer support matters
• Customers that purchase in multiple channels have a 30% higher lifetime value
than those who purchase in only one channel.
• Companies with extremely strong omnichannel customer engagement retain, on
average, 89% of their customers, compared to 33% for companies with weak
omnichannel customer engagement.
• Companies with extremely strong omnichannel customer engagement see a 9.5%
year-over-year increase in annual revenue, compared to 3.4% for weak omnichannel
companies.
24. Conclusion
With gains in technology and the growing adoption of smartphones, today’s
digitally-savvy, 24/7-connected consumers are outpacing businesses.
Align your businesses for this new reality—including customer service—or be left
behind.
26. — Chris Wilson, director of technical support at Shopify
“Zendesk’s product is great, the company is fantastic,
but it’s really the relationship between Shopify and
Zendesk, and between Shopify and other Zendesk
users, that has been tremendously valuable.”
28. About the Zendesk integration with Shopify...
“Our support agents love this integration because it majorly
decreases the time needed to solve a customer’s issue or
answer a customer’s question. For example, if someone
complains about an issue with their most recent order, we
don’t have to go to Shopify to search their information
anymore; the integration has already pulled up their orders
details. We can see which orders are most recent, and
exactly what the customer is talking about, all within the
Zendesk dashboard. Gone are the days of having 20+ tabs
open while trying to solve one problem.”
— Joel Ivey, Head of Customer Experience at Chubbies