Teams | Collaboration | Customer Service | Project Management

If you’re an eCommerce marketer, by now, you’ve read countless articles and studies about how eCommerce sales are skyrocketing, and nearly every person is now a potential customer. You’re either looking to take advantage of that new potential or trying to ensure you hang on to (and grow) your piece of this bigger pie. Marketing is the answer to both because it helps you reach new eyeballs while also re-engaging with loyal customers ready to buy again.

It’s no secret that good customer service is an essential aspect of any business. More than 80% of surveyed customer service professionals view customer experience as a primary or secondary differentiating factor for their organization. Yet, for many businesses, meeting and exceeding client expectations can be a challenge. In 2020, 40% of surveyed consumers stopped doing business with one or more companies because of poor customer service.

Customer Satisfaction Score (CSAT) is the oldest and most widely used customer satisfaction KPIs. It’s also one of the most popular north-star metrics amongst support teams. As with all metrics, it’s not without its complications. One is how to put the score into perspective. Is a CSAT of 80% good or bad? Zendesk and ACSI have great benchmarking reports that can help with this. But, there’s a complication that’s often overlooked.

Customer support is a vital aspect of business in any industry - it’s how you address questions and concerns and resolve problems so customers continue using your product or service. Yet many customers dislike contacting support. A Statista survey found that 60% of respondents worry about long hold times, and 59% are concerned they will be transferred to different departments and have to continually repeat their problem.

Felix Starzer, Head of Customer Care at Staffbase tells us how he uses dashboards to motivate and inspire his team to provide the best customer service going. The team endeavour to go above and beyond and as a result, always exceed their CSAT goal.

Jesper Rosenkrantz, Head of Support at Capture One talks us through using Geckoboard dashboards to help navigate busier product launch periods and bring visibility to the Support team work throughout the rest of the organization.

Reducing churn is a significant concern for businesses. Gartner reports that customer retention is a top challenge for 34% of technology product marketers. But the key to increasing retention is more than offering discounts or addressing problems after they arise. It’s about building a replicable customer success strategy that team members can use in current and future customer interactions.

Our Makefile entry point for developing against the Mattermost Server already tries to simplify things for developers as much as possible. For example, when invoking make run-server, this build tooling takes care of all of the following (among other things!).

Ecommerce analytics tools can provide you with powerful data-driven insights that help you measure your business’s progress and stay ahead of the curve. In 2019, retail ecommerce sales worldwide amounted to 3.53 trillion US dollars and e-retail revenues are projected to grow to 6.54 trillion US dollars in 2022. Ecommerce is booming and to maximize your reach and remain competitive it’s important to have the right tools to analyze your business’s success and areas for improvement.