Holiday Season E-commerce

November 19th, 2014 by Elan Sherbill

It’s that time of year again. Black Friday and Cyber Monday are looming large. People are on their desktops, phones, tablets and phablets scouring the Internet for discounted goods and gifts for their families and friends. It is why holiday season e-commerce, by which I mean revenue and sales from November and December, can account for between 20 and 40 percent of your annual sales. I know what you’re thinking: “That increase is all well and...

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Six Guides on E-commerce Essentials

November 17th, 2014 by Elan Sherbill

You need to improve your e-commerce performance. But where to start? There are so many ways to create more conversions, raise average order values and decrease costs related to your e-commerce store. Just in time for the holiday season of November and December, when you know store visits are going to increase with gift seeking consumers, we’re offering you a few good guides on e-commerce essentials. These short guides will assist you in improving both your mundane...

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KPIs and Customer Satisfaction Surveys

November 12th, 2014 by Emily Oney

Successful software companies understand that their customers provide them ample opportunity to improve many aspects of the customer experience – from marketing to the checkout process to product support. Keeping Customers Loyal It is easy to understand that when customers have positive interactions with your brand they are more likely to remain loyal. And if you don’t listen for opportunities to improve your brand, there is a good chance your customers will leave you for a business...

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E-commerce Eye Candy – Why the Call Center Won’t Go Away [Infographic]

November 10th, 2014 by Elan Sherbill

Last week, we wrote about the need for software manufacturers and retailers to give paying customers practical information on their confirmation pages in order to reduce contact rates. However, no confirmation page can cover every possible question a customer might have about their purchase. There are just too many situations that cause customer confusion. These situations typically are inquiries about billing, delivery, installation or technical support. That is why it is crucial to have customer...

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World Class Customer Service Part 2 – Improve Confirmation Pages

November 5th, 2014 by Bernard Aguirre

“It is what we think we already know that often prevents us from learning.” ~ Claude Bernard, French physiologist This is the second part of a series of articles whose information was garnered from working the front lines of customer support for software companies. Its purpose is to teach you how to better leverage your communication opportunities with customers after they make their purchases. In this post, we teach software manufacturers how to improve confirmation pages and reduce...

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