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Feedback is awesome

Patrick Speijers
Oct 30, 2012 Patrick Speijers

Feedback is awesome.

Customer feedback is even awesomer.

Customer feedback helps improve your services, which in turn means more customers, and even more feedback, which you can use to improve your services, which in turn.... :)

Now, it’s a well known fact that most people don’t like leaving feedback. They may ask a couple of questions, but even if they do have feedback to give, they don’t always spell it out for you. So you have to learn to read between the lines.

5 Steps to Better E-Commerce Customer Service

Patrick Speijers
Oct 23, 2012 Patrick Speijers

Take a look at these numbers:

“48% of small business owners say what they need most to stay afloat through the recession is “more customers” compared to tax cuts (25%), access to capital (9%) and the ability to hire more employees (7%).

The American Express OPEN Small Business Monitor (fall 2011)

“81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition”

Peppers & Rogers Group, 2009 Customer Experience Maturity Monitor

So small businesses need customers to survive. Not very surprising, when you think about it. But how DO you get more customers?

Well, here are 5 simple steps that you can take today, that will help you out....

Manage your e-mails with Robin

Koen Schipper
May 24, 2012 Koen Schipper

Today we launched a new feature in Robin. Using this feature you can manage your incoming e-mails and turn them into real conversations. While talking to our users we found out that communicating with their customers using Outlook or Gmail is far from optimal. Multiple users were answering the same e-mail and e-mails were answered to late or worse, weren't answered at all. A typical web shop using Robin handles about 5-100 conversations a day. These are mainly questions concerning the delivery of goods or payment related questions. So we thought hard on how to improve this process so we could help to improve customer satisfaction.

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