Customer Success Matters

60% of Traffic But Only 16% of Sales: Solve the Mobile Web Challenge for Good

Posted by Yaniv Navot on Nov 2, 2016 9:22:53 AM

The mobile industry is booming and more people than ever are visiting online retailers via their mobile devices. During Q2 of 2016 alone, smartphones accounted for nearly half of all traffic to eCommerce sites, a 10% increase from Q2 of 2015. Overall, more than 50% of traffic to leading US websites today comes from mobile devices, and global statistics on consumer mobile usage and adoption forecast mobile traffic to increase ten-fold by 2017.

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Topics: Website Conversion Optimization, Customer Success, predictive self-service

Are You Causing Your Own Shopping Cart Abandonment? Five Questions To Test Your E-Commerce Savvy

Posted by AnswerDash on Jun 1, 2016 1:29:17 PM

The shopping cart. A part of the e-commerce process that, to an inexperienced online retailer, would seem like the last thing to worry about. Maybe you're asking yourself why you should be concerned with the shopping cart when there are more important things to consider, such as the format and functionality of your website, or the actual product that you’re shipping to customers. After all, aren’t those the things that keep your customers engaged?

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Topics: Website Conversion Optimization, Customer Experience

Customer Questions Can Be Your Biggest Customer  Experience Advantage

Posted by Morgan Moretz on Oct 6, 2015 12:24:12 PM

Your customers ask questions; you answer them. Now let’s take them a step further.

A stellar online experience is just as important as a strong customer support team when it comes to providing your customers with the information they need. But no matter how comprehensive your website, visitors are bound to have questions along the way. Instead of just answering those questions, take them a step further to create a supportive experience for future customers.

Whether your site relies on a knowledge base (or “help island,” as we call it) to answer your customer’s online questions, has a search bar, highlights an “ask a salesperson” call to action, or is taking advantage of self-service contextual Q&A like AnswerDash, here are some ways to use basic data and analytics to multiply the impact of customer inquiries.

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Topics: Website Conversion Optimization

4 Things To Figure Out Before Hiring Another Customer Support Agent

Posted by Liz York on Mar 19, 2015 6:30:00 AM

Having an empty support inbox at the end of the day is a goal most customer support teams only dream about. When a business is first starting out, an empty inbox may be possible to maintain even with only one or two agents on the team. But as a business takes off, the number of customer support inquiries often grows exponentially and answering all the new questions promptly and accurately can be a struggle. From phone calls to social media, customers begin to vent their frustrations and inundate you with new questions, forcing you to allocate more resources to customer support than you ever imagined.

Is the only way to scale your customer support efforts adding more headcount to your team? Or is there something else you can do to help alleviate the real issue at hand?

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Topics: Website Conversion Optimization, Website Self-Service, Customer Service/Support

Rapidly Cut Your Support Costs and Boost Conversions with Customer Self-Service from AnswerDash

Posted by Liz York on Feb 12, 2015 6:30:00 AM

In today’s highly competitive climate, businesses must offer more channels of communication and faster response times than ever before. Busy customers want access to the latest information anytime, anywhere. When customers are empowered to quickly get answers on their own, the customer experience is improved.

But customer self-service not only satisfies customers, it also impacts the bottom line for a business by decreasing support costs and increasing online conversions. And the outcomes of integrating self-service can come rapidly and be surprisingly effective, just read some of our Customer Success Stories.

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Topics: Website Conversion Optimization, Website Self-Service, Customer Service/Support

Millennial Myths vs. Reality: Understanding Truths About the "Next Gen" and Business

Posted by Liz York on Jan 20, 2015 6:30:00 AM

"Millennials," "Generation We," "Generation Me," "Next Gen," "Boomerangs," or the "Peter Pan Generation."

Call them what you want, but don't ignore them. In fact, learn to embrace them because by 2017, millennials are projected to have 3 times the online buying power of baby boomers, more than $200 billion in annual buying power. But who are the millennials? How can we prepare to understand and connect with this highly-educated, tech-savvy, but often labeled "lazy" generation who represent 25% of the U.S. population?

In this post, I'll debunk a few common millennial myths to dig into their mindset... and why doing so matters for the future of business success.

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Topics: Website Conversion Optimization, Customer Experience

Why You Need to Worry About the Questions Your Website Visitors DON’T Ask

Posted by Matt Blythe on Oct 24, 2014 6:30:00 AM

It turns out that G. Pettie was WRONG when it comes to your customers and your website. What you don't know actually really can hurt the success of your website and your conversion rate. Jake Wobbrock, our CEO, recently wrote a guest post for the HubSpot blog on this exact topic:

Why You Need to Worry About the Questions Your Website Visitors DON’T Ask

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Topics: Website Conversion Optimization, Customer Experience, Customer Service/Support

Customer Service is not the Same as Customer Success

Posted by Matt Blythe on Aug 21, 2014 10:15:00 AM

As a small (and growing) business, we focus a lot of our efforts on generating new leads and finding new potential customers. We have to work twice as hard because our brand name isn’t as well-known as our larger, more established competitors. Not only do we have that working against us, but also all of our competitors are only one click away.

According to management professional Gregory Smith, on average, businesses lose about 15-20% of their customers each year to their competitors.

That is a pretty big chunk of customers. Especially for SMBs! So how do you keep your business from losing your customers and keeping a higher ROI?

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Topics: Website Conversion Optimization, Customer Experience, Customer Service/Support, Customer Success

THE DIGITAL JOURNEY: Make Your Website a Customer Success Destination

Posted by Matt Blythe on Aug 13, 2014 11:30:00 AM

If we’re going to talk about a great customer experience, we have to make sure we actually know how to please our customers. Haven’t you heard the saying, “Success is a journey, not a destination?” While this was attributed to Arthur Ashe, an American tennis player, it is very appropriate for digital marketing professionals when thinking about a user's journey through a website toward a purchase or conversion.

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Topics: Website Conversion Optimization, Customer Success

Get More From Your Live Chat Support: Put Contextual Website Self-Service in Front of It

Posted by Jake Wobbrock on Jul 21, 2014 1:30:00 PM

At this point in the evolution of website customer service, there can be little doubt that live chat has been a success. Thousands of businesses use live chat. Live Person is publicly traded. Zendesk, which recently had its IPO, now offers Zopim Chat. Businesses can choose from numerous inexpensive alternatives like Olark and SnapEngage. While phone support is in decline, live chat is the heir apparent in the world of website customer service.

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Topics: Website Conversion Optimization, Website Self-Service, Website Live Chat