• Omnichannel Customer Service In E-Commerce

    an image of various social media icons and channels and how they can be used to make the customer’s experience better.

    I’ll come right out and say it. 

    You are more likely to lose customers if the digital channels you’re using are not seamlessly synced to the physical ones. 

    I know that sounds so obvious –but you’d be surprised to see the number of companies who are still struggling to intertwine their digital and physical channels. 

    In case you haven’t noticed yet, I’m talking about having an omnichannel customer service strategy. Yes, that approach that allows customers to reach your company wherever and whenever they want.

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  • Stop Listening To The Customer

    an image of invespcro ceo Khalid Saleh talking about why businesses should stop listening to their customers.

    Stop listening to the customer. 

    I know it sounds odd coming from a Conversion Optimization company, doesn’t it? 

    But before you judge us – what if we probably have a good reason? 

    In today’s data-driven world we are at risk of following everything that is said by the customer and taking our attention off our companies most valuable asset – our brand.

    The point here is, the more you listen to the customer, the more you listen to the category needs, not your particular brand needs. 

    Most companies end up drowning in a sea of sameness, just by listening to

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  • How we tripled user activation rate on FigPii

    an image of an auto button meaning Figpii tripled their user activation on auto pilot

    We did a soft launch for FigPii in late January of this year. But we had a problem!

    Background: Our conversion optimization clients tend to be on the large side. The cost of the experimentation software for these clients is expensive. In 2013, we built FigPii, an internal platform to help clients conduct split testing, heatmaps, video recording, and online polling. The platform is available as part of our consulting work. 

    FigPii was internal for many years, but more and more clients were suggesting that we need to make it available to the public. 

    Fast forward to 1/22/2020 – FigPii

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  • The State of Fake Reviews – Statistics and Trends [Infographic]

    an infographic on the state of fake reviews, statistics and trends

    Did you know that 54% of consumers would not buy a product if they suspected it to have fake reviews whereas 95% of consumers suspect censorship or faked reviews when they don’t see bad scores. The number of fake reviews are growing with more and more businesses using fake reviews to promote their products or services or to negatively impact the rating of products and services of competitors. Check out our infographic “The State of Fake Reviews” for latest fake reviews statistics and trends.

    Infographic by- Invesp Conversion

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  • 11 Customer Service Psychology Secrets that go Down the Funnel, Not Down the Drain

    an image of a customer success specialist talking to a customer and improving the customer’s experience

    One major trait that defines top-notch customer service is understanding consumer behavior –the study of individuals, groups, or organizations and all the activities associated with the purchase, use, and disposal of goods and services, including the consumer’s emotional, mental and behavioral responses that precede or follow these activities.

    Creating a product that customers cherish is not an easy thing to do, especially if you don’t know what drives their buying behavior.

    Before you come up with a product or service, it’s really helpful to tap into the world of consumer psychology and borrow insights from there. This is important because

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  • The State Of Supply Chain Management – Statistics and Trends [Infographic]

    an infographic banner on the state of supply chain management, statistics and trends

    Did you know that 79% of companies with high-performing supply chains achieve revenue growth greater than the average within their industries whereas business with optimized supply chains have 15% lower supply chain costs , less than 50% of inventory holdings and 3X faster cash to cash cycles. Check out our infographic “The State of E-commerce supply chain management”  for latest statistics and trends.

    Infographic by- Invesp Conversion Rate Optimization

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  • Measuring Customer Service Effectiveness: eCommerce Customer Service and Support Metrics that matter

    an image of graphs, charts that are used to measure if the customer success specialist channel is working well.

    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.

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  • E-Commerce Chatbots – Using Chatbots Customer Support To Improve eCommerce Conversion Rate

    a comparison image of a human customer success specialist and a chatbot doing the same service

    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

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