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Posts Tagged ‘Ecommerce’


Improving Customer Service with Email

Friday, August 20th, 2010

That “time of year” is fast approaching when anyone selling a product online for the holiday season are rushing to prepare.  Your online store may be ready and your marketing strategy might be in place, but what about your email customer support? Here are some general tips to help improve response times and ensure that your customers remain happy and loyal after a purchase:

  • Create Auto-responders, such as “We received your request.”
  • Create a Standard Replies database for consistent, efficient and credible responses. Be sure responses accurately address your customers question and avoid being too broad.
  • Add internal informational notes as reminders so users know when and how to follow up further with customers.
  • Identify potential issues or upselling opportunities and assign categories, add notes, escalate the status of the email and move to appropriate folder for action.
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Online Research Affect on Retail Sales

Friday, April 2nd, 2010

The US Census Bureau released Q4 numbers for online sales that showed a growth increase of 14.6% compared to the same time the previous year. Interestingly enough, they also found that much of the time spent on e-commerce sites were research oriented leading to in-store purchases. Online consumers were busy searching for coupons, price shopping and finding the right product to fit a particular need.

Fortunately for e-commerce stores with no Brick and Mortar presence, the industry believes that as the age of internet users increases so will the percentage of online purchases because of their predisposition to e-commerce.

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Email Promotions Top Search Marketing for Holidays

Wednesday, December 2nd, 2009

Marketers and retailers this holiday have opted to spend more money sending email promotions to bolster online sales than for online search or social media. According to Shop.org, “100% of online retailers planned e-mail marketing efforts, and nearly 97% would do paid and organic search marketing activities. Social media usage was increasing at a higher rate, but from a smaller base.”

More importantly, marketers are stressing that retailers also focus on execution of these strategies, specifically having the right landing page and presenting offers where users can find them. Emails should focus users to specific products or pages that correlate with the email message. Search ads should send users to special landing pages with appropriate keyword related content.

Search engines typically send users to pages deep within the site without the user ever having to hit the home page. So instead of placing promotions only on the home page, make sure they can be seen through-out the website too.

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Quick Tip: Collect Customer Reviews for Your Website

Monday, November 2nd, 2009

When managing email, be sure to tag possible testimonials or comments that can be put on your website with a category or move them to their own folder after the response. With eMail Manager, this can be done manually or by implementing a Rule that assigns a category or copies the email to a folder, automatically, based on specific triggers (e.g. email title, etc.).

For more on how Customer Reviews can help your website, take a peek at:
Putting Customer Reviews on Your Web Site by Business.com

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The Best Methods to Improve Online Conversions

Wednesday, October 28th, 2009

Website success is generally measured by the number of conversions that are generated. The most common conversions are defined as a sale, sign up or contact effort (online form or phone call). But how do you know if a website is generating the right number of conversions? According to a conversion report published by eConsultancy, the most effective way to increase conversions is to analyze data (such as customer journey and cart abandonment rates), site testing (user and A/B testing) and taking the advice of an expert on usability. Other methods included segmentation, copy optimization, email triggered behavior and online surveys.

eConsultancy also reported that 70% of the businesses in the study said they experienced improved conversion rates despite the sour state of the economy. Companies with staff devoted to monitoring conversions were 50% more likely to show improvement than those that did not.

For additional details and charts, visit eMarketer.com

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