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Archive for September, 2014

Four Easy Ways to Turn Browsers into Buyers with Ignify eCommerce

September 29th, 2014 Brianne Schaer No comments

How many times have you, as an online shopper, seen something you want only to pass it by and never reach the final stage of the online buying process? You’re not alone.

For as much time as online shoppers dedicate to browsing, it doesn’t translate to purchases made. This is especially true for millennials. According to a study by The Intelligence Group, nearly half of those surveyed regularly browse for items they don’t plan on ever buying. Whether your potential shoppers are forming “wish lists” of products they want to buy, or simply using online browsing as a form of entertainment, there are steps you can take as an online retailer to hook your customers on your brand and encourage purchasing.

Take Advantage of Social Media

Sales begin with social media. As important as location is for brick-and-mortar stores, a presence on social media can make the difference between a popular online store and one in which shopping is a chore. Don’t risk burdening your clientele with the difficulty of finding your store, go to them on social media. In addition to establishing a presence on social media, retailers must also pay attention to their demographic and the type of browsers per media outlet.

KISSmetrics released a study that found the time spent on a retailer’s site varies widely depending on which social outlet led each shopper there. YouTube visitors, for example, spend the most time on the retail site, which shows that retailers must focus on engaging video content to capture that audience. Targeted content for various social media outlets is an invaluable asset to building your brand and increasing sales. If content is not engaging and compelling enough to convince shoppers to pull out their credit cards, they will just browse through your products without committing to purchase.

Advantage of Social Media

Source: 2013 eCommerce Analysis by KISSmetrics

Shoppers coming from YouTube and Facebook spend the most time on retailer websites, whereas Facebook mobile users had the least time. This is a reflection of a lack of mobile optimization by retailers.

Like and share buttons can also help spread your content by allowing shoppers to generate buzz around your products and your company. These buttons come built in with Ignify eCommerce, allowing shoppers to share items with their followers, as well as provide feedback and reviews.

Optimize Across Devices

Your web store must be in tip-top shape regardless of which device shoppers are using. From laptop to smartphone to tablet, content should be uniformly accessible and easy to consume. Brief, orderly landing pages are appropriate for mobile devices, whereas content designed for laptop use can be more informative and leverage additional plug-ins, flash, etc. Factors to consider when designing a website for mobile optimization include: site speed, large buttons, limited scrolling and pinching, “click to call” access, and links to social media.

If your mobile store isn’t up to visitor’s standards, these potential customers will not hesitate to move on to the next store that is more mobile friendly. In fact, according to a survey from Compuware, 40% of users have turned to a competitor's site after a bad mobile experience. Avoid browsers from moving on to a competitor’s outlet by optimizing your web store for mobile users.

Ensure Customer Convenience

The more convenient it is to checkout, the more likely browsers are to commit to a purchase. Purchasing should be completed in as few clicks as possible, coupled with streamlined navigation. Our past blog post, “How to Prevent and Convert Abandoned Shopping Carts,” shares five tips on providing customers with a great shopping experience that results in greater sales. It is also crucial to allow browsers to save shopping carts in order to give them the freedom to manage their shopping, rather than pressuring them to commit to a purchase immediately. By seeing these saved shopping carts upon return to your web store, your browser is more likely to complete the purchase.

Ensure Customer Convenience

Ignify eCommerce makes it easy for browsers to save a shopping cart for future reference. Guest and anonymous customers may also easily save their shopping carts, to be accessed later upon signing up for an account.

Provide Flexible Options

The security that flexible options like buying online and returning in-store offer can help sway a browser from the “just looking” state to clicking the confirmation button to make a purchase. Other options that shoppers are looking for include: the ability to buy online and pick up purchases in store, choosing a specific delivery date, and green shipping options. Web stores that offer customers more control over their purchasing decisions and how/when they will receive them perform better than competitors who have difficult to navigate options that are buried within the web design-or, even worse, non-existent. Since today’s shoppers are well informed on what they would like to purchase and how to receive it, retailers must recognize this, and provide a variety of purchasing options.

Learn More About Ignify eCommerce

For more information regarding Ignify eCommerce, and how we can help design your store to encourage buying rather than browsing, please email us at eCommerce@ignify.com.

Brianne Schaer is a Product Marketing Specialist at Ignify. Ignify is a technology provider of ERP, CRM, eCommerce, and Point of Sale software solutions to organizations. Ignify is winner/finalist of the worldwide Microsoft Partner of the Year Award in 2014, 2013, 2012 and 2011. Ignify has been included as the fastest growing businesses in North America for seven years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine from 2007 to 2013.

How to Easily Solve 4 Common Complaints about Customer Service with Microsoft Dynamics CRM

September 11th, 2014 Ashley Harbaugh No comments

Providing high-quality customer service is not just a nice PR tactic for companies – it is absolutely crucial for maintaining a business advantage. 

Today’s technologically connected and well-informed customer is the ultimate business driver. She can access information with just a click of the button, and has zero patience for wasting time, money, or energy.

Customer service is an interaction point that’s critical in either cementing or souring a relationship with that customer. And with businesses becoming ever more competitive on price and products, strong customer relationships are rapidly turning into the key differentiator.

With the right tools and knowledge, customer service representatives are able to give their customers the stellar service they deserve, creating loyal brand champions in the process.

Microsoft Dynamics CRM provides valuable customer service features that help reps respond quickly, efficiently, and effectively.

Check out the four common complaints about customer service that people voice, and see how Microsoft Dynamics CRM solves each one.

Complaint #1: Slow Response Time

I think everyone has experienced the frustration of being put on hold, waiting until the next agent is available. The longer a customer has to wait to access a human being, the greater the annoyance – and annoyance is not an emotion that gets customers to return.

Microsoft Dynamics CRM helps increase response speed by allowing reps to turn emails or calls into cases with just a click of a button, which then automatically assigns the cases to the appropriate service reps (these assignment rules are based on workflows set up in the system by the company).

Emails can also conveniently be tracked and stored in Microsoft Dynamics CRM on the customer account, allowing reps to see the full correspondence between the customer and other agents.

These workflows can also be set up where if an agent doesn’t respond to a request in a specific, allotted amount of time, the request gets escalated to their manager. 

Microsoft Dynamics CRM - Slow Response Time

The ability to easily track and store emails in Microsoft Dynamics CRM provides customer service reps correspondence between the customer and the agent, which gives agents a helpful tool for understanding a customer’s interaction history with the company. 

Complaint #2: Getting Transferred to Different Departments

It’s not uncommon for businesses to have certain representatives or departments who take incoming service requests, and who then pass those service requests to different representatives or departments. But while understandable, it doesn’t mean people like it.

Microsoft Dynamics CRM can help soothe a customer’s irritation by providing customer service representatives with dialog scripts – phone prompts that guide the agent’s interactions with the customer. By providing different dialogs to different representatives, you convey to your customer that they’re on the right track to getting their issue resolved, and that they’re talking to the right people.

Complaint #3: Providing the Same Information Multiple Times

This complaint goes hand-in-hand with Complaint #2. If a customer is transferred to different agents, the last thing he wants to do is repeat information he already said.

Microsoft Dynamics CRM eliminates this problem with an in-depth customer database, providing contact records that detail customers’ contact information, as well as the customer’s previous interaction history with the company.

When agents add new information and save it, any person who has the permissions to access that contact is also able to see that information. In other words, customer service agents are able to see what the previous agent has written, so that when a new agent is working with that particular customer, he can immediately move forward with providing the information or service that the customer needs.

This database also prevents the other common customer complaint: being put on-hold while an agent retrieves information. With case search functionality in Microsoft Dynamics CRM, an agent can simply type in a customer’s name, and the case record will instantly pop up.

Microsoft Dynamics CRM - Providing the Same Information Multiple Times

Case records are presented in a consistent and familiar fashion, providing customer service agents with an in-depth look into the customer, the issue that needs to be resolved, and the steps taken to resolve it.

Complaint #4: Not Fixing the Issue

Perhaps the most severe blow to a customer relationship in a service situation is not fixing the customer’s issue. Why would a customer want to return if a) they had a problem with a product, and b) the company they bought it from didn’t help them with the problem?

In addition to offering a customer database, Microsoft Dynamics CRM provides a knowledge database. This Knowledge Base is a powerful collaboration tool that supports customer service team members; agents are able to access and upload any pieces of information or documents that are helpful in identifying and resolving common issues or customer complaints. Agents can also directly email customers the articles that are in the Knowledge Base as well.

By being able to first search to see if the customer’s issue is one that has a readily available solution, and then having the solution handy, customer service representatives are able to cut down on problem resolution time, and get a happy customer.

Microsoft Dynamics CRM - Not Fixing the Issue

The Knowledge Base in Microsoft Dynamics CRM allows service reps to upload any articles, how-to articles, guides, etc. that would assist in answering common questions or issues. The ability to type in an article title or issue topic in the search field allows agents to quickly locate and use the right article for the customer’s issue.   

CRM: Helping Keep Customers Happy

It’s not enough to just give customers adequate service; businesses must go the extra mile to compete. If you would like more information on how Microsoft Dynamics CRM can boost your company’s customer engagement, please email us at crm@ignify.com.

Ashley Harbaugh is a Marketing Coordinator at Ignify. Ignify is a technology provider of ERP, CRM, eCommerce, and Point of Sale software solutions to organizations. Ignify is winner/finalist of the worldwide Microsoft Partner of the Year Award in 2014, 2013, 2012, 2011 and 2010. Ignify has been included as the fastest growing businesses for seven years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine from 2007 to 2013.