Jeff Bezos, CEO of Amazon, once said “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
Jeff may have said this several years ago, but it’s arguably even more true today.
Offering a great product at the right price is no longer enough to guarantee success. Today’s consumers expect great experiences throughout the purchase journey. In fact, according to Salesforce’s most recent State of the Connected Customer report, 79% of consumers indicate that the experience a company provides is just as important as its product or service offerings. What’s more, data from Statista tells us that 57% of consumers are actually willing to pay more for better experiences.
Businesses that deliver great experiences reap the rewards. According to research from Dimension Data, 84% of companies that make it a focus to improve customer experience report an uplift in revenue.
On the other hand, the risk is high for businesses that fail to make Customer Experience (CX) a priority. Case in point? About half of consumers would switch to another company after a single bad experience, according to Zendesk.
Delivering Great Customer Experiences Requires Time and Tools
Clearly, delivering great customer experiences is of the utmost importance. After all, great experiences can have a large, measurable impact on your bottom line.
But let’s be real: it requires a lot of time, tools and processes to consistently delight customers before, during and after a sale. And oftentimes, the dozens (or even hundreds) of tools required to deliver great customer experiences don’t exactly play well together, resulting in some clunky, inefficient processes.
But it doesn’t have to be that way.
1440 Helps You Maximize Every Minute of the Day to Deliver Winning Customer Experiences
Oftentimes, we hear people talk about how many hours there are in the day. But when it comes to eCommerce, it’s actually the minutes that matter. In fact, our company name — 1440, represents the number of minutes in each day.
We know that time is one of your most valuable assets. And we’re committed to delivering products that empower you to optimize the processes you use to deliver great customer experiences every minute of the day.
- Commerce Studio: Connects the channels, apps and marketplaces that help you deliver great ordering and return experiences.
- Reputation Studio: Consolidates the reviews written about your products, locations and experiences so you can easily respond and identify actionable insights.
- Translation Studio: Enables you to overcome language barriers to deliver great service.
Let’s take a closer look at a few of the many ways 1440 products can help you maximize each minute of the day — and deliver exceptional customer experiences before, during and after the sale.
Pre-Sale: Equipping Buyers with the Information They Need to Make Informed Purchase Decisions
Oftentimes, consumers do plenty of research to find a product, service, location or mobile app that fits their needs. Of course, the information you provide helps. But it’s no longer enough.
Building Your Reputation with Review Responses
Many consumers want to hear directly from other shoppers about how a product or experience did (or didn’t) meet their needs. Reviews allow consumers to access this feedback from their peers. This content influences how shoppers feel about your brand — and whether they decide to make a purchase.
Your responses to reviews (or lack thereof) also impact your online reputation. In fact, a study from BrightLocal found that 96% of consumers that read online reviews for local businesses also read responses from the brand. But it can be tough to provide quick responses to reviews — especially when you sell through multiple channels. However, Reputation Studio from 1440 allows you to read and respond to reviews across all channels — all from a single platform. Your responses show future shoppers that you appreciate your customers, value your feedback and stand by your products. And this might just be the boost of confidence they need to make a purchase.
Providing Accurate, Speedy Responses to Shoppers — in Their Native Languages
After reading all of the available information about your products — including reviews — shoppers might still have questions that stand in the way of a confident purchase. The pressure is on to provide fast answers, as Forrester found that 55% of U.S. online adults are likely to abandon an online purchase if they can’t find a quick answer to their question.
There are a few ways 1440 can empower you to provide speedy, accurate answers — and in doing so, convert more shoppers.
One way shoppers ask purchase blocking questions is through the Q&A tool on a product page. Here’s an example of a Q&A on a product page for a power tool sold on Amazon.
If a shopper gets a quick response to their question (ideally, when they’re still on the product page), they’re more likely to convert. But providing real-time answers can seem like a tall order — especially if you have Q&A running on a number of different sales channels.
However, Reputation Studio consolidates all Q&A across channels into a single platform so you can provide timely answers — and drive more sales. What’s more, if you use Translation Studio from 1440, you can translate questions that are submitted in different languages — and provide fast answers in the shopper’s native language.
Shoppers can also opt to ask pre-purchase questions through other channels including live chat, email or a web form. Translation Studio can break down language barriers and help you quickly and easily answer questions and connect with customers — regardless of language.
During the Sale: Delivering Great Ordering Experiences
After a shopper has done their research, read reviews (and brand responses to reviews) and gotten answers to their outstanding questions, they make a purchase decision. Once a shopper has determined that your product or service is the right fit for them, Commerce Studio from 1440 ensures they have a smooth ordering experience — and receive exactly what they ordered without running into any issues.
Streamlining Orders into a Single Platform
Order management can be a challenging process. This is especially true if you sell through a number of different channels — such as your own dot com, a network of retail partners and marketplaces like Amazon. Commerce Studio eases the burden (and ensures you can deliver great ordering experiences) by allowing you to manage all orders from a single platform.
With Commerce Studio, you can use customized workflow rules to automate your entire order fulfillment process based on location, warehouse and stock availability. Orders are then imported — regardless of where they originated — to provide you with a unified management view. And shipping and status updates are automatically pushed out to each channel. That means your shoppers always know the status of their orders.
What’s more, with 1440, inventory, accounting and orders are all centralized in one location. That means you can avoid overselling — and letting down your customers when you tell them they won’t actually receive what they ordered.
Post-Sale: Resolving Issues and Fostering Loyalty
Once you’ve won a sale, the work isn’t over. It’s important to deliver great post-sale experiences, too.
Resolving Issues and Turning Negative Situations Around
Even the most customer-centric brands occasionally have unhappy customers. Maybe a product was damaged in transit, or the shopper simply didn’t like the way it looked. It doesn’t have to be the end of the world. There are a few key ways 1440 can help you turn negative situations around — and deliver great post-sale experiences.
If a customer runs into an issue, they might let you know in a number of different ways. They might contact you through a web form or email. And, if needed, Translation Studio allows you to quickly and easily translate these messages — as well as the responses you draft. That means you can provide great service — regardless of language.
Customers might also submit negative feedback by submitting a review. With Reputation Studio, you can easily manage your reviews across all sales channels. You can also receive alerts anytime you get a review that’s below a certain star rating or one that includes certain negative keywords. That way, you can quickly resolve customer issues. And, of course, you can use Translation Studio to translate your responses into your shoppers’ native language.
Streamlining the Returns Process
A common reason shoppers reach out after a sale is that, for whatever reason, they want to return or exchange a product. According to Invesp, at least 30% of all products purchased online are returned. Ouch.
Returns and exchanges can be a headache to deal with for both consumers and brands. And a clunky returns process can turn off a customer for good.
Commerce Studio makes return and exchanges a whole lot easier. This is important, as 92% of shoppers will buy from a brand again if the returns process is easy. With Commerce Studio, you can provide a self-service returns portal to your customers. Commerce Studio also enables agents to process returns, exchanges and damages from multiple channels — all through one single location.
Building Authentic Connections with Happy Shoppers
Of course, it’s important to connect with happy customers post-purchase too. And 1440 can help. With Reputation Studio, you can easily respond to positive reviews across channels. By doing so, you’ll foster loyalty and drive repeat purchases. Data from Motissta tells us that consumers that feel emotionally connected to a brand have a 306% higher lifetime value than those that don’t.
Uncovering Actionable Insights from Reviews
Reviews are a rich source of insights that can help you improve products and the customer experience. But uncovering those insights isn’t always easy. Reputation Studio from 1440 allows you to continuously measure sentiment for your products and your company and identify ways to improve existing products, develop new ones and make your customer experiences even better.
Start Delivering Superior Experiences Throughout the Customer Journey with 1440
Today, consumers have higher expectations than ever before. Brands must make it a priority to deliver great experiences — every single step of the purchase journey. Contact us today to find out how 1440 can help you maximize every minute of the day and deliver outstanding experiences before, during and after the sale.