Measuring Customer Service Effectiveness: eCommerce Customer Service and Support Metrics that matter
One of our main jobs as digital marketers is to always look to enhance the customer experience on every touchpoint that customers might have with our brands.
Without tracking several key performance indicators, it’s impossible for any of us to deliver a positive customer experience.
If you ask any digital marketer, they will tell you that today almost nothing goes unmeasured. In fact, today’s marketing subscribes to Lord Kelvin’s way of thinking: “If you can’t measure it, you can’t improve it.”Read More
Whether you know it or not, you’ve probably exchanged messages with a bot at some point.
In fact, we all have.
These days, chatbots are almost everywhere and they have become a common feature on every eCommerce, Lead generation, and SaaS website.
Chatbots have been heralded as the next big thing in tech, since 2016. And as such, they have headlined many international conferences.
Depending on how you have been using them, chatbots have definitely been a smash hit in the last couple of years. This is probably the reason why 80% of businesses will be using chatbots to service …Read More
Quick question: On your eCommerce list of daily priorities that should never be ignored, where do you rank your customer service or customer support?
Does it come first? Or second? Or maybe it’s not even on the list of priorities?
I know that it’s easy to think of eCommerce customer service and customer support as just another basic logistical process in your company and it might seem like a waste to invest money in your customer service and support team.Read More
In this day and age, we do not expect to see eCommerce shops that do not have gift cards and wish lists features on their websites.
In fact, this has to be one of the unwritten laws governing the world of retail eCommerce.
Regardless of the size of your online shop, your customers’ shopping experience and conversions can be enhanced just by adding those two features.
We have come across case studies where gift cards and wishlists were the difference between an eCommerce shop that has a high conversion rate and one that has low sales.
Folks, gift cards and …Read More
11 E-Commerce Discount Pricing Strategies That Will Increase Conversion Rate of Your e-Commerce Website
Discount pricing, done correctly, can help you gain and retain loyal customers in both good and bad times.
But when executed poorly, it can program your customers to only make a purchase when a product is on discount. And that, obviously, diminishes your brand value.
So what is the difference between a discount pricing done correctly and one that is handled incorrectly?Read More
Ever discounted some of your products on your e-Commerce website and watched it backfire just a few hours after activating the promotion?
Despite your best efforts, you probably have gone through this if you have been in the eCommerce marketing space for a long time. It often seems like discounts are the no-brainer way to boost sales or to attract more traffic to both online and offline stores.
But smart marketers have come to the realization that not every discount promo will pay dividends. Some will just flop.
- March 11, 2020
- Conversion Rate Optimization
So it’s been a year since I started playing around with Google Analytics.
I vividly remember my very first day – I had no clue what the tool was all about, and I didn’t really know the importance of data in the world of marketing. What I thought was Digital Marketing, wasn’t really DM, but it was Social Media Marketing.
Not that I was ignorant or have been living under a rock, but I was coming from a totally different planet. For the life of me, I had not known any other home apart from sports journalism.
So when Khalid …Read More
- December 11, 2019
Why are users not scrolling on this site?
This is the question that springs into the mind of most digital marketers, UX researchers, and designers when they analyze heatmaps and realize that users only focused on the “above the fold” content.
If it were 1996 – in the early years of the dotcom industry – this wasn’t going to be a concern since users were not expected to scroll. The design of the early websites was centered on the “above the fold” concept and pagination in browsing tasks was the norm. Clicking was interpreted as interaction (and it still is) …Read More
Connect with us
- Post-Holiday Marketing Strategies that increase conversions
- Infinite Scrolling on eCommerce: Is it for every website?
- How to Run Promotions Without Deep Discounts
- This is how people make decisions (with real life examples)
- Designing a Loyalty Program that works for your Brand
- The State of SaaS Pricing Strategy– Statistics and Trends
- 10 Marketing Podcast Episodes You Should Listen to
- Post COVID-19 era: What Growth Teams need to look at in the next 3 months
- Do loyalty programs work? What’s their Impact on Customer Retention?
- Google Analytics: Recency and Frequency and MCF Reports
Latest Blog Posts