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Keep eCommerce Customers Coming Back with Saved Shopping Carts

October 23rd, 2014 Manasi Kulkarni No comments

Online shopping has grown significantly over the past couple of years and eCommerce merchants must constantly innovate to attract and retain customers. Creating attractive websites that highlight their wares and services; offering competitive prices, special discounts and promotions; keeping their catalog updated and fresh with the latest items in the market; and delivering prompt and efficient customer service are among the few things that almost all eCommerce merchants swear by. However, with growing competition, providing the customer something extra, something different that sets you apart from the crowd is a challenge.  

The Ignify eCommerce solution provides various options for merchants to entice customers and ensure a seamless order fulfillment process that guarantees success. To make the shopping experience enjoyable and convenient for all your customers, Ignify eCommerce provides customer-friendly facilities such as responsive web store designs that are compatible with and comfortably accessible from multiple devices, the ability to compare products before purchasing them, a floating shopping cart view that allows you a quick view of your shopping cart with edit and delete facility from any page on the web store, and social media login among others.

After all the time spent on attracting customers to their web store, it can get challenging for merchants to deal with shopping cart abandonment where customers leave the store without making an actual purchase. The reasons for abandonment may vary, but it is a lost sales opportunity for the merchant. While the Ignify eCommerce Manager Panel is equipped with means to help merchants convert abandoned carts into sales, the facility to save shopping carts on the web store attempts to reduce the instance of abandonment.

With this feature, customers can save their shopping carts in their self-service account on the web store and access them when convenient. Particularly with large ticket items, customers may take longer to decide on making an actual purchase. The saved shopping cart saves them the hassle of having to browse through the web store once again when they are ready to buy. In case the price or discounts on the item change within the time the customer comes back, the shopping cart will display the updated price. If the item is no longer available, it would be removed from the cart.

Saved Shopping Carts

Customers save shopping carts via the floating cart view.

Saved Shopping Carts

The saved carts are visible in the self-service account on the web store.

Along with this, the customer can also merge multiple shopping carts he may have saved and proceed to check out with a single cart. This merged cart is editable just like a regular shopping cart, and he can apply discount coupons, change quantities, etc. as required.

Saved Shopping Carts

Customers merge saved shopping carts via the self-service account.

For merchants offering multi-channel browsing for their multiple web stores, the save cart feature can help their customers save a single shopping cart with items from multiple stores. This saved cart would be accessible from either of the stores, and function like a regular shopping cart with integrated checkout.

With the Ignify eCommerce save cart feature, merchants can thus keep their customers coming back to complete their shopping by eliminating the need to browse the web store again for the same products, and ensuring they have a ready-to-checkout cart at their fingertips.

Saved Shopping Carts

Save cart facility is available even when shopping across multiple web stores.

Manasi Kulkarni is a Product Marketer 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.

Three Ways to Increase eCommerce Sales with Web Store Design

October 16th, 2014 Manasi Kulkarni No comments

For eCommerce merchants, the freshness of their web store plays an important role in attracting customers and getting them to buy. However, customer likes and dislikes are unpredictable, and it becomes essential to keep your web store in tune with the customers’ tastes. This requires a regular assessment of your web store, the product display, look and feel, etc. to ensure that you are making the most of each visit in terms of conversions into sales.

Tracking how shoppers respond to the various elements on your web store is a good marketing practice and can help you plan your product, advertisement placement, etc. to derive maximum benefits.

Ignify eCommerce web stores easily give themselves to such testing, while the Manager Panel provides convenient tools to help you conduct these tests.

Tip #1: Experiment with your web store designs

A variety of HTML templates are provided for the home page of your web store as seen in the screenshots below. You can select from either of these as per your business requirements, or create multiple home pages with different designs and test them using the A/B testing method. (With the A/B testing method you need to create two different web pages and divide the traffic evenly between them. The test data can be collected using Google Analytics, which is also supported by Ignify eCommerce.) 

web page template

web page template

web page template

Ignify eCommerce provides different web page templates, offering merchants a variety of designs to choose from.

Similarly, various category page templates, product listing templates, and product display page templates are also provided, and you can choose from any of them as per your requirements. It is possible to use these templates in a variety of permutations as necessary. To help you better understand the customer’s pulse, you can test each of the templates as explained earlier, before finalizing on the ultimate look and feel of your web store.

Tip #2: Add value with user friendly widgets

A host of self-configurable widgets are available via the Manager Panel and can help the merchant add significant value to his web store. With more than 100 widgets ready to be configured as desired, the merchant can manage various UI features on his web pages and provide the customer a user friendly experience to make his shopping simpler.

For example, based upon his business requirements or market feedback, the merchant can introduce a rewards program and use the Reward Balance widget to display the reward balance on the web store as seen below.

Reward Balance widget

A Reward Balance widget is helpful in displaying a customer’s reward balance when they visit a web store.

Similarly, for merchants with multiple store locations spread across a large geographical area, the Store Locator widget can be easily implemented to help the customer search the store nearest to him.

Store Locator widget

A Store Locator widget enables customers to view the merchant’s various store locations, allowing them to more quickly reach the nearest store.

Certain other widgets help the merchant experiment with catalog navigation and zero down on the one that his customers prefer after checking for customer preference using A/B testing or multivariate testing. (While you test different versions of an entire page with A/B testing, multivariate testing lets you test customer responses to individual elements on a web page. Analyzing the impact of the navigation widget or the rewards balance widget would thus be better using multivariate testing.)

Navigation widget

Navigation widget

Navigation widgets help make web searches fast, efficient, and intuitive.

A detailed template and widgets guide is provided to the merchant when he chooses the Ignify eCommerce solution.

Tip #3: Customize web page elements using content blocks

Displaying promotional content, advertisements, etc. on your web pages can be easily managed using the content blocks provided in the Manager Panel. The Store Manager can create a variety of content blocks and display them at different locations across the web store. These content blocks contain images and text, which can be displayed as banners and promotional stickers as seen in the screenshots below. When testing for customer preferences about content display, a merchant could create varied content blocks and test using multivariate testing.

Content blocks

Content blocks on web pages can be used as banners or promotional stickers, drawing customer attention to promotional offers and advertisements.

Google Analytics Content Experiments

Along with providing the means to customize your web pages that can then be conveniently used to conduct A/B or multivariate testing, Ignify eCommerce also supports Google Analytics Content Experiments. The Content Experiments combine the benefits of both A/B testing and multivariate testing by allowing you to test multiple versions of a single page. Using the various methods mentioned earlier, the Store Manager can create multiple pages with the desired test elements. The experiment code provided by Google Analytics should then be added to the Manager Panel and the testing can begin.
Ignify eCommerce thus helps you innovate and customize your web store to match your customer expectations and needs based upon statistical test data derived though dedicated web store testing efforts. For more information, please email us at eCommerce@ignify.com.

Manasi Kulkarni is a Product Marketer 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.

Meaningful Motivation: Maximizing Bank Agent Work Engagement with CRM for Banks

October 14th, 2014 Ashley Harbaugh No comments

The more highly engaged an employee is to their work (and their organization), the more an organization benefits from the employee’s diligence and productivity.

Think about it: If an employee doesn’t care about what they’re doing, or about the bank they work for, are they going to put extra effort into their tasks? Will they go the extra mile to satisfy a customer, or be proactive in resolving an issue?

Most likely, no. And this creates a significant cost: according to Gallup’s 2013 State of the American Workforce report, 70% of employees are either not engaged or actively disengaged in their work, costing the U.S. $450-550 billion annually in lost productivity.

To keep business growing, banks must maximize their employees’ time, energy, and talents. Read our three tips on how CRM for Banks helps financial institutions motivate employees and connect them more closely to their work.

Set Clear Goals

If an employee does not know what is expected of him or of his job role, then it makes it very easy for him to slip into non-activity. A lack of understanding quickly leads to a lack of drive, as well as a lack of caring – which inevitably impacts a bank’s ability to best serve its customers.

Outlining a clearly defined set of goals to each individual employee, and communicating to the employee the importance that accomplishing them has to the organization’s overall business goals, is an essential way to support employee performance.

CRM for Banks allows financial institutions to assign individual goals to sales and customer service representatives, and measure the status of each of those goals. With data entered into the system updated in real time, managers also rest assured that statuses are accurate and up-to-date, giving them a clear insight into their team members’ performance and progress.

Set Clear Goals

With CRM for Banks, managers can designate different quantitative goals to different team members, and then measure them accordingly. The CRM for Banks dashboard enables that information to be displayed in real-time.  

Forge Connections between Employees and Managers

The ability to quantitatively measure employee statuses on their assigned activities is an important factor in creating an effective and productive employee-manager relationship. Performance evaluations that are based on an objective set of criteria help employees feel secure that their work is being assessed fairly and impartially.  

Because if an employee feels that their work is not being assessed fairly, and that the deck is stacked against them, it will not inspire them to do their best.

Managers also benefit by being able to identify and address any potential problems quickly – before they become major issues. For example, a manager can see if a sales person is falling behind on his goal, and can figure out how to best correct it.

For example, perhaps new prospects are not getting assigned to him; a manager can step in and correct it. Or perhaps a customer service representative is not getting all of her cases completed because she is tackling all of the urgent, high-priority cases that take up a lot of time and energy. A manager is able to delve into this information and work with the employee on finding the most effective solution.

This information also helps the manager to build a better rapport with their team. With CRM for Banks saving time on pulling data and reports, the manager can then focus on how to best serve the needs of his individual team members, providing the right coaching and support when it’s needed.

Forge Connections between Employees and Managers

With Microsoft Dynamics CRM, managers are able to view the activities of each individual agent, allowing managers to better understand their team members’ performance, and thus provide coaching or support when needed.   

Recognize Performance Excellence

It’s a no-brainer: recognizing people for their hard work and accomplishments creates the desire to earn more.

But to make that performance recognition even more impactful, it is best to make it timely and specific.  For example, compare which approach has more power for a customer service rep: a general acknowledgement of a job well done at the end of the year, or a call-out in the weekly executive newsletter of how the rep successfully solved a particularly difficult customer issue. Naturally, the second option.

Specific recognition not only signals appreciation for an employee’s work – it also conveys the value of that person’s individual contributions to the organization. If an agent thinks he’s just a number to the bank he works at, what would inspire loyalty in him to that organization? On the other hand, if an agent knows his efforts and achievements will not be overlooked (and are in fact monitored), then it encourages him to go above and beyond to excel. 

With CRM for Banks offering organizations detailed insight into individual and team progress, managers are able to instantly spot the people who are surpassing their goals, and can organize the appropriate acknowledgement.

Recognize Performance Excellence

The above “New Customer Adds by Salesperson” chart holds salespeople accountable for their goals, and displays performance in an easy-to-digest manner.

The Benefits of Agent Engagement

While it’s not easy ensuring that bank agents are engaged in their work, banks that focus on doing so reap significant rewards. Not only are those employees more productive, but they also maximize their customer interactions – employees’ drive and passion translate effectively into becoming highly positive brand ambassadors for the financial institutions they work for (which strengthens those all-important customer connections). 

For more information on how CRM for Banks helps financial institutions empower their agents, please email us banks@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 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.

Microsoft Dynamics CRM 2015 to Better Align Sales and Marketing

October 9th, 2014 Brianne Schaer No comments

With its next product release, Microsoft Dynamics CRM 2015 is fully-equipped with tools and capabilities to bridge the gap between marketing and sales. When sales and marketing teams are better aligned, the focus on the customer is strengthened, resulting in a stronger customer engagement. Check out highlights of the new release, slated to be available in the fourth quarter of 2014, below, or see Microsoft’s Release Preview Guide.

Marketing

In today’s changing marketing landscape, more than half of CMOs still feel unprepared for the new environment. Microsoft Dynamics CRM 2015 can help manage marketing campaigns while offering a centralized look at the buying journey, which helps sales, marketing, and customer service agents to work together to provide the highest level of support and information to the customer.

The powerful new features in Microsoft Dynamics Marketing will make it easier to achieve the following marketing goals quickly and easily:

  • Engage customers one-to-one across channels
  • Build your sales pipeline
  • Demonstrate the impact of your marketing investments in real-time

Email Editor

Email Editor

Source (All Images): Microsoft Dynamics CRM 2015 Release Preview Guide

Marketers can use the new email editor to create emails from pre-defined templates, or design from scratch using an interactive drag and drop process or an advanced CSS and HTML editor.

Sales Collaboration

Sales Collaboration

The new Sales Collaboration Panel allows sellers to provide input into campaigns and targeting. With advanced visibility, sellers are able to target specific customers and receive alerts based on each interaction.

Sales

Enhanced sales features in Microsoft Dynamics CRM 2015 continue to improve sales processes, helping you to sell more, win faster, and drive results. Business process flows are further enhanced to implement complex business processes via a new branching capability. Improvements to cross-sell/up-sell opportunities make it easier for representatives to sell products more efficiently by bundling products and recommending related products automatically. Additionally, sales hierarchies bring real-time territory and forecasting data to representatives, allowing them quick access to revenue details, account ownership, and activity posts for each account.

Guided Sales Processes

Guided Sales Processes

Business process flows can now be configured to split into two branches: one specific to products, and the second for services. This split happens automatically after a common qualification stage, and is updated real-time.

Tablet Enhancements

Tablet Enhancements

New CRM for tablets enhancements are optimized to make on-the-go data more accessible, personalized, and synchronized. Flexible, role tailored dashboards and analytics are available on any Windows 8, iPad, or Android tablet and new records can be drafted offline and synchronized once reconnected.

Customer Service

Since today’s customers research their buying decisions on their own before contacting a retailer, it is crucial to deliver amazing customer service—while keeping cost of service low. Microsoft Dynamics CRM 2015 enables agents to provide efficient and effective service over the web, social networks, or by phone. Microsoft Dynamics CRM 2015 provides relevant, proactive, and personalized service, which builds customer loyalty, empowers agents, and drives resolution.

Case Management

Case Management

Flexible Service Level Agreements within Microsoft Dynamics CRM 2015 enable agents to track and analyze key metrics like First Response and Case Resolution. Agents can pause and resume SLA’s and track the time for which a case was on hold, ensuring SLA’s are met.

Social

Microsoft Social Listening makes monitoring social media channels like Twitter and Facebook accessible and affordable. Users can track products, brands, competitors, and campaigns globally and in real time. This helps to better understand your customers and how your business performs online.

Microsoft Social Listening

Microsoft Social Listening

Microsoft Social Listening provides a consolidated reporting source to: analyze what people are saying about your brand, see posts from specific countries or regions, and listen to social conversations and analyze sentiment in various languages.

Stay Tuned

We will be providing more updates as more information regarding Microsoft Dynamic CRM 2015 becomes available. For more information regarding Microsoft Dynamics CRM, please email us at CRM@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.