Tag: customer engagement

Top 5 Reasons Why No-Reply Emails Are Bad for Your Ecommerce Store?
“Good communication is the bridge between confusion and clarity.” This is a well-known and rightly said quote by Nat Turner. Good communication and good customer relationships can make or break your business. However, you might be putting all that at risk by using a no-reply email.

Many businesses use no-reply emails for their email marketing campaigns. It does seem like a useful way to avoid cluttering your inboxes. But it might break the foundation on which your business stands.

What Are No-Reply Emails?
Why No-Reply Emails Are Bad for Your Ecommerce Store?
What Are No-Reply Emails?

No-reply emails are the email addresses that are not set up to receive incoming messages. These emails’ format looks like, “noreply@yourwebsite.com or donotreply@domain.com.” These emails do not allow the recipients to reply. The recipients receive a “Message cannot be delivered” notification in case they try to reply. Such emails are adopted by companies to avoid cluttering their mailboxes.

These emails do seem convenient to the senders. However, it acts like a brick wall between the sender and receiver as it disconnects the two-way communication.

Think of it from your customer’s perspective. Which company would you rather work with the one that values your opinion or the one that does not? Obviously, the former one. Customers value businesses that value them in turn.

So, using a no-reply email might be one of the major reasons why you’re losing customers. No-reply emails can be highly misleading and lead to mistrust among your audience. In this article, we will know how a no-reply email can harm your eCommerce store.

Why No-Reply Emails Are Bad for Your Ecommerce Store?

No-reply emails can be harmful to your business in many ways. Here are the reasons how no-reply emails can adversely affect your eCommerce store:

Average Time People Spend Reading Brand Emails from 2011 to 2021

No-Reply Emails Damages the Customer Experience

No-reply emails are used to avoid receiving responses from the users. It helps businesses save time. However, it is not worth it as in this way, you are blocking two-way communication. You might be saving time or effort but you’d be putting your customers and your reputation at risk.

Let me tell you something. A month ago, I received an email from a company. I found some gaps in there and tried to communicate the feedback by replying. However, the email kept on bouncing. I couldn’t understand why and at last, I got frustrated and unsubscribed from the newsletter. So, the company not only lost valuable feedback but also a subscriber. This is what happens when you use a no-reply email. You are probably missing out on hundreds and thousands of valuable feedback and subscribers.

You might direct your audience to other pages by adding your contact information. But still, at the end of the day, everyone prefers convenience. People would prefer to reply to your email rather than being redirected to other pages for submitting their feedback. So, you should always lead your customers to a responsive environment and not a dead end.

Domino’s Pizza No-Reply Email Example

No-Reply Emails Damages Your ECommerce Store’s Email Marketing

The main point of your email marketing campaign is to build trust among your audience and strengthen your brand’s reputation. No-reply emails don’t serve this purpose. Rather, they cause more harm than good.

An effective campaign aims at increasing customer engagement and receiving feedback from them. You might be ruling out the entire point if you’re using a no-reply email for your eCommerce store.

These emails can adversely affect your brand’s reputation. People might start to believe that you do not value your customers and their opinions. A brand’s reputation is its most prized asset and you’d be endangering it if you use a no-reply email.

Using no-reply emails for your email marketing is harmful to your eCommerce store in two ways. Firstly, you are disabling your customers to respond or send any feedback to you, leading to mistrust. Secondly, you are losing your brand’s reputation as people are less likely to engage with you on other channels like blogs or social media as well.

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No-Reply Emails Harms Your ECommerce Store’s Email Deliverability

Your email might not even get delivered if you are using a no-reply email. Yes! You heard that right. All your efforts in writing the email, worrying about the subject lines, and crafting the perfect copy might all go to waste.

You must be thinking how does that even happen? Well, many internet service providers like Comcast or AT&T do not allow such emails to reach the client’s inboxes. At times, a person’s email security settings can also send the emails to the spam folder.

No-reply emails lead to low deliverability and open rates. Since, emails are an important aspect for an eCommerce store, using no-reply emails is sure to be harmful to your business.

No-Reply Emails Can Lead Your Ecommerce Store to the Spam Folder

Daily Number of Spam Emails Sent Worldwide as of 2021 by country

If your audience doesn’t feel valued, they might send the email to the spam folder. They would not want to hear from you if you discourage two-way communication.

At times, your audience might not even have the chance to read your email before marking them as spam. Some email providers directly send no-reply emails to the spam folder. What’s terrifying about it is that you might not even realize it, as the emails will still show as delivered.

Besides, no-reply emails are harder to add to the safelist as well. Email service providers add your emails to the safelist, once your audience replies to them. Thus, no-reply emails have a far lesser chance of ending up on the safelist.

Also, getting marked as spam by many users can make you blacklisted which in turn is extremely harmful to your eCommerce store’s reputation.

No-Reply Emails Might Be Illegal

If the above-mentioned reasons are not enough for you, you should know that using a no-reply email is kind of illegal. Using a no-reply email prevents your audience from communicating with you. This indirectly violates GDPR. Global Data Protection Regulation (GDPR) is a set of European Union laws that sets the rules for how the companies gather and use their customers’ data.

You might be violating GDPR as one of its rules state that the customers have the right to request information regarding the data collected about them. So, if you do not give your audience the chance to communicate with you, it can get you and your eCommerce store in trouble.

If you are ever charged with this violation, you will not only suffer financially but will also lose customers’ trust in your store as well.

Conclusion

The above-mentioned reasons must be enough to conclude that no-reply emails are an absolute no-no for your business if you want to provide good customer service or maintain your brand’s reputation. Customers are one of the greatest assets of a business and you must not risk it for anything. You might be saving some time and effort now but losing your brand reputation and your customers five years down the lane, wouldn’t be worth it.

FAQs

What is a no-reply email?

No-reply email is an email address that is not set up to receive incoming messages. Many companies use it to send emails without having to receive any replies in order to prevent cluttering of their inboxes.

What is the format of a no-reply email?

A no-reply email has a typical format that looks like, “noreply@yourwebsite.com or donotreply@domain.com.”

Why one should never use a no-reply email address?

One should never use a no-reply email address because:
- It damages the customer experience.
- It can lead you to the spam folder.
- It can damage email marketing.
- It harms email deliverability.
- It might be illegal.
June 14, 2022
How to Reduce Customer Churn Rate: 5 Proven Strategies

A churn is a user or revenue loss in a given period. Customer churn is determined by the number of customers that end to use the product and service during a given period.

In a more refined way, the number of customers you lost in the quarter in comparison to the number of customers you started with the sales quarter. Customer retention is the major factor in a company’s success. If you have a customer retention rate is 75%, it means you have a low churn rate of 25%.

Most often SaaS companies face a high churn rate due to the falling demand for existing products and services. The SaaS business evolves constantly so they need to constantly upgrade their products and introduce new services to sustain old customers and engage new customers. If the product is not fulfilling customers’ expectations and marketing demand, the churn rate will increase. Losing customers means losing revenue. So, if you want to reduce customer churn rate follow these best strategies.

How Customer Churning is Affecting Businesses?
Customer Churn Vs Revenue Churn
How to Reduce Customer Churn?

How Customer Churning is Affecting Businesses?

Customer churning is greatly affecting the business and if above than 10% of customers are cancelling the product, it is difficult for long-term growth. It also means that you are losing more customers than acquiring them and which is seriously impacting your revenue.

According to a survey, companies lose $1.6 trillion per year due to customer churn. You need to permanently fix the root cause of churning to run your business for the long term. Every customer is different, you need to make strategies to make existing customers stay content and happy with the products and services.

According to the Forrester analysis, acquiring new customers is 5 times cost more than maintaining the existing customers.

Customer Churn Rate in United States in 2020

Customer Churn Vs Revenue Churn

Customer churn is the number of customers you are losing in a given time frame. Revenue churn is slightly different from customer churn. Revenue churn is the loss of revenue that is not necessarily happening because of customer churning.

Revenue churning means that you are not making enough money from your existing customer base than you were making before. There could be several reasons for this such as, your customers might have shifted to lower subscriptions, declined a few paid features, got discounted features, and so on.

Analyze all the business metrics, competitors’ graphs, target customers, and long-term customers and determine the most useful customers that stay long with you. Retain your loyal customers and try to compensate for your revenue loss with flexible customers.

If you have a diverse customer base, most likely you cannot satisfy all customers. Hit the majority of your target customers and meet their requirements and expectations, instead.

How to Reduce Customer Churn Rate?

According to Gartner’s survey report, approximately 80% of a company’s future revenue come from just 20% of its existing customers. So, 60-70% of the marketing focus remains on selling products to old customers.

Many companies are understanding the importance of low churn and proactively implementing reduce churn strategy. They emphasize improving customer relationships and communications and removing all bottlenecks that come in between product and customer experience.

According to HubSpot’s 2021 State of Inbound report, over 50% of companies are giving top priority to increasing customer satisfaction and generating leads. They are incorporating occasional rewards, free offers, and promotions to retain customers for a long time with the product.

Implement a systematic retention process that brings you the actionable insights to generate new ideas to reduce churn. Break down your churn into its component parts (pricing, types of users, product features, support, etc) and experiment with different parts and resolve all aspects of churn.

Here a few strategies are given to maximize customer satisfaction and reduce churn:

Analyse the Cause

Analyze why customers are leaving? There could be lots of reasons for customer churn such as pricing, product quality, customer experience, etc. To track the problem in the right direction, collect customers’ insights and their issues through email, feedback, and surveys, and build strategies proactively to prevent churn.

The survey is useful and easy. You can get the survey through email, SMS, live chat, social media, etc. Analyze their response and work on the points which are causing you more revenue loss.

Moreover, find out the specific reason for leaving the product after 30 or 60 days of using it. Talk to your customers and offer a discount or incentive to engage them with the product.

If there is any technical issue regarding the improper functionality or lack of understanding about the product, communicate with them and provide all technical support to reduce customers’ dissatisfaction with the product. Ask cancellation reasons in the form of a survey to get valuable product insights.

Spot the customers who have not been contacted for a while. They might be in the risk group and can impact the churn badly. Take preventive measures to include them in regular conversation. Start email conversations, feedback, and survey to foresee the problems.

Engage with Customers

Ensure quality customer service for successful onboarding and implementation. Guide them in every step so they get familiar with the product features. Provide a guided tour for all functionalities, and give value-added support and FAQs so they don’t feel clueless on handling basic issues.

Offer free training, webinars, video tutorials, and product demos to make them comfortable with the product. Demonstrate the full potential of the product so customers can see the value of using the product.

When customers feel the product/solution is helping them to achieve target expectations in business they are less likely to leave the product/solution. You need to constantly keep monitoring and communicating with them. Constant feedback keeps you aware of customers’ inclinations and expectations. Amazon has excellent customer service that gives it leverage over its competitors.

Proactive Customer Services

Sometimes customers struggle to navigate the website and didn’t get exactly what they are looking for. Confusion around a product or service and a lack of effective and timely support around for a particular issue increase their disappointments.

Use Live chat to engage with them throughout their product journey and have your customer support system ready to address product-related issues. When customers get an immediate solution and it enhances their overall user experiences.

Very likely, customers may overlook small glitches if they get timely support and stay with the product. You also get time to improve on technical things without losing your customer base.

According to a Harvard Business School report, 65% of the company’s business comes from existing customers.

Build a personalized relationship after onboarding the products and maintain a friendly rapport with your customers. The Starter Story and Pigeon had reduced their churn rate with personalized emails and customer support, only.

Build Customer Loyalty

Make your customers feel that they are a part of a brand community. Invite guest posts, question-answer discussions, and community forums where they can share their views and suggestions. It keeps them engaged with the product and if there is any issue or dissatisfaction, it can be solved within the community.

You can also get insights into customers’ perspectives and get time to resolve them early. Offer discounts, promos, and loyalty programs to keep them stuck with the product. Occasional discounts and incentives are offered to show how much you value your customers for the business. If the customer is approaching to end of their subscription, you can offer discounts to elaborate the subscription and retain your customer.

Be honest and transparent with your customers and share your revenue report and business metrics openly.

Reeboks and Nike have huge customer loyalty bases. Smaller SaaS brands like Ahrefs and e-commerce software Shopify also have a big loyal customer base that contributes to their growth.

According to research from Bain & Company, a 5% increase in customer retention can increase profits margin by 25% to 95%.

Improve Customer Experience

According to Forum Corporation’s research, 70% of churning is happening because of slow services and uncooperative support staff. Delight your customers with Thank You or Welcome Note after their subscriptions or purchasing the product. A Reddit uses a handwritten thank you message for its subscribed customers to give them value and importance.

If your customers are happy, they may refer you to others and help your business to expand. Celebrate your long-time customers by rewarding them with badges or highlighting their success on social media and your website. For example, freelance marketplace Fiverr highlights its customers’ stories on its blog.

Good customer service can reduce churn for a long time. Improve customer services to hook the customers with your brand. Attend every complaint seriously so the customers stay with the brand.

Conclusion

Nothing is going to change overnight! Follow the process and observe closely what areas in the company are causing churn problems. Retention is cheaper than customer acquisition. The KPMG survey revealed that customer retention drives 52% of the company’s revenue. You already have customers, engage with them and make sure they too stay with you.

FAQs

What is the churn rate?

A churn rate is when your customers stop using your services within a certain period of time.

Why is the churn rate important?

Calculating the churn rate is important, as it shows how many customers you have lost and lost customers mean less revenue.

What is a good average churn rate?

A 5% – 7% churn rate annually is considered an acceptable churn rate.

June 3, 2022
10 Tips To Communicate Effectively With Customers

As we know, apart from earning a reasonable profit, corporates are obliged to satisfy customers’ needs and demands for timely services, which is another ultimate goal for any business.

Providing customer services is very important in retaining existing as well as new leads to grow your business, which should be followed before, during, and after the purchase of your products, because in that way they would likely continue doing business with you.

In simple terms, customer service is a support system offered by a business to its customers to bestow providential experiences. As a result, retaining existing and generating new leads can be easily done through effective customer services.

For instance, when you are at a physical store, the staff or manager will come along with you till you make it to the billing counter. Yeah, that’s very much likely to customer services, where the staff or employers would leave your side and support you till the end and after the sales.

Some businesses still lack in generating leads or sales, even though they topped every aspect of marketing strategies, but lack one thing and that is- Customer service.

You will succeed in excellent communication abilities, only if the customer comes back to you and willing to make another purchase with your business. Customer service should be offered before, during, and after-sales to help customers and businesses form a trusting connection. As the expression goes, “communication is key,” thus it is critical in business to develop your customer network as well as enable potential customers’ trust in your company.

Communication tips are essential for maintaining a bond. Irrespective of the relation, the bond can break or make depending on the method of communication. The same is applied in the business too. A few of the customer communication tips are explained below.

1. Learn About Your Customers
2. Use a Friendly and Positive Tone
3. Make Your Customer Comfortable
4. Become an Active Listener
5. Adopt Chatbot and Tech Tools for Convenient Communications
6. Avoid Interruptions
7. Create the Conversation Interesting
8. Be Patient While Talking to Customers
9. Become a Problem Solver
10. Collect Your Customer’s Feedback

1. Learn About Your Customers

Before commencing the sales process, the agent or business manager should know the whereabouts of the customers. Customers’ demands and wishes are satisfied by businesses based on their interests. Thereof, you should have a comprehensive list of your potential leads’ information, including their background, account credentials, creditworthiness, and so on.

2. Use a Friendly and Positive Tone

As the proverb goes, “politeness costs nothing but gains everything,” so converse in a kind tone and invite the other person to listen to you. Keep the conversation consistent, positive, participatory, and credible so that the listener (consumer) feels comfortable communicating with you.

3. Make Your Customer Comfortable

Your customer service is nothing more than a void conversation unless the customer is willing to leave their comfort zone. Start with inquiring about anything that interests them, such as “what is your favourite part of the day?” or “What do you do for a living?” Notably, do not interpret while your consumer is speaking or saying something; instead, let some time and space for the discomfort to subside.

4. Become an Active Listener

Listening and paying attention to the customers is one of the most important parts involved in customer service. Listen attentively during conversations to ensure you don’t miss anything they’re interested in.

Make sure you comprehend everything in the customer’s communication by reading it attentively. Reiterate the problem as you see it now, and provide the consumer with the opportunity to contribute their thoughts. When your employees see that you are listening and engaging with them, they will feel cared for.

Predicted uses of Chatbots for increasing customer experiences

5. Adopt Chatbot and Tech Tools for Convenient Communications

One of the leading causes of customer support dissatisfaction is delayed response. Every month, some new technology is introduced to the world that makes it even easier to assist the consumers such as the use of ChatBots.

Co-browsing and live chat debugging tools might make it much easier for your customers to communicate their issues. It also expedites the resolution. If your customer can simply show you the problem instead of explaining, that makes it easy on both your team and the person who is reaching out.

6. Avoid Interruptions

According to McKinsey, a customer’s emotional state influences 70% of their journey. As a result, ensure there are no interruptions in the middle of the talk. Avert bombarding clients with numerous inquiries before enabling them to react.

Casting massive pre-written saved responses faster than your clients can skim is not a promising impression. When you rely too heavily on your saved responses, you end up ludicrous. AI help needs to write and communicate at the same speed as a human would.

7. Create the Conversation Interesting

Ask your customers how they are feeling. If the customer gives you the insights, make sure of listening attentively to them. Insights can provide a general idea of what a customer is looking for currently.

Sometimes, customer insights can also show the working of the product and its success rate. Always be prepared to ask customers their personal insights in basic communication.

8. Be Patient While Talking to Customers

Customers contact you because they are unsure of what they are doing. When clients encounter a technological issue, they may believe they are less skilled than the person who can solve it.

Even if they are needlessly contentious, be patient with your consumers and endeavour to discern where they are coming from. If it’s the assistance they want, no one likes to be nudged into something. Empower them with all the data they expect, be helpful, and give them authority over their conclusions for improved customer service.

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9. Become a Problem Solver

Always speak slowly and deliberately, both you and your employees. This step will help you evade dilemmas and reply to client questions before they originate. Use upbeat language to show that you care about their concerns and are capable and eager to help them solve challenges. Pessimistic words stifle growth and jeopardize customer confidence. Customers should feel like they’re a facet of the expedition relatively more than just another phone call, email, or chat session.

10. Collect Your Customer’s Feedback

Take advantage of any chance to collect reviews from your clients during customer support conversations. This information can help you figure out how to best serve them. Using surveys to gain the customer’s feedback is the most trusted and highly used tactic.

Allow your customers to complete a brief survey after each customer support contact or chat so you can obtain fast feedback on how you’re performing. This information can assist you in improving your tactics and providing better service to your clients.

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Conclusion

If you want your business to prosper, you must develop brand wealth with your clients. Customer Service can consider an important triggering factor for customer review and sales. You can try to deliver the best customer service by just being deliberate. We have provided some directions to assist you in constructing it.

FAQs

What is meant by customer service?

Customer service stands for the additional help provided by the company to its customers.

AI Chatbots that can help in customer service are?

Some of the most commonly used AI Chatbots in customer service are ChatBot, Clare.AI, NanoRep, Twyla, etc.

Which tools are best to use for customer service?

Some of the helpful customer service tools are Messagely, Intercom, Help Scout, Hubspot Servicehub, etc.

May 23, 2022
What is Marketing Gamification and How Can It Help You Increase Sales?
Marketing gamification is the process of using game mechanics and psychology in order to engage and motivate customers. It can be used to increase sales, encourage customer loyalty, and deepen engagement with a brand.

There are many different types of gamification marketing strategies that mostly rely on using rewards, punishments, or other motivators to influence behavior. If done correctly, marketing gamification can be an incredibly effective way to boost your business. However, it is important to understand the basic principles of gamification before you get started.

What is Marketing Gamification?
How Can Marketing Gamification Help You Increase Sales?
Tips to Increase Sales Using Marketing Gamification
5 Best Practices for Implementing Gamification
Brands that Use Gamification in Marketing

Gamification Market Value Growth Worldwide (2016-2021)

What is Marketing Gamification?

The basic premise of marketing gamification is the use of game mechanics and game thinking in marketing campaigns and strategies in order to engage customers more effectively and target consumers. Gamification can be used in various ways, but some common examples include using points, badges, and leaderboards to encourage specific behaviors, offering discounts or prizes for completing certain tasks or incorporating game design elements into marketing collateral.

The use of gamification in marketing is a relatively new concept that is quickly gaining popularity. Gamification can take many forms, but essentially it involves using game-like elements and mechanics to engage customers and promote desired behaviors. When used effectively, gamification can be an extremely powerful marketing tool.

Marketing gamification can be an extremely effective way to increase customer engagement and loyalty and drive conversions and sales if it is incorporated smartly. However, it’s important to note that gamification should not be used simply for the sake of using game mechanics. There needs to be a clear purpose and goal behind any gamification strategy, otherwise, it runs the risk of falling flat and coming across as disingenuous.

If you’re considering incorporating gamification into your marketing efforts, do your research and understand how best to use it before moving forward. As with anything else in marketing, always test and measure your results to ensure that your gamification strategy is working and achieving the desired results.

How Can Marketing Gamification Help You Increase Sales?

Marketing gamification is a strategy that uses game-like elements and mechanics to engage customers and promote desired behavior. It can increase brand awareness, drive sales, or promote other marketing objectives.

Gamification can increase customer engagement by making interactions more fun and engaging. It can also lead to increased brand loyalty and customer retention. Additionally, it can prompt customers to take desired actions, such as making a purchase or referring a friend.

There are many different ways to gamify your marketing strategy. Some common tactics include offering rewards for taking desired actions, using leaderboards to encourage friendly competition, and adding elements of chance or mystery to pique customers’ interest.

The key to successful marketing gamification is to ensure that the game elements are well-designed and add value for the customer. The goals of the gamification should be clearly defined, and the rules should be easy to understand. Additionally, the rewards should be attractive and meaningful.

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Tips to Increase Sales Using Marketing Gamification

Gamification Statistics

The following are the top 10 tips to increase sales using marketing gamification:

1. Offer incentives for customers to take actions that lead to sales. This could include discounts, points, or other rewards.

2. Make the process of taking action easy and fun. Use game mechanics such as badges, leaderboards, and progress bars to keep customers engaged.

3. Let customers know how their actions impact the company’s bottom line. Show them how their efforts are translating into real results.

4. Encourage social sharing by offering additional rewards for customers who spread the word about your company or product.

5. Use data from customer interactions to improve your gamification strategy over time. Constantly strive to make the experience more engaging and effective.

6. Be sure to integrate gamification into your overall marketing strategy. Do not rely on it as a standalone tactic, or you may risk turning off customers.

7. Keep an eye on the competition. See what they’re doing with gamification and try to stay one step ahead.

8. Be prepared to change your approach if you do not see the desired results. Gamification is a dynamic field, and what works today may not work tomorrow.

9. Have fun with it! The more you enjoy what you’re doing, the more likely your customers will too.

10. Remember that gamification is just one tool in your sales arsenal. Use it alongside other techniques to create a well-rounded approach.

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5 Best Practices for Implementing Gamification

The following are the five best practices for implementing gamification:
- Define your goals and objectives
- Identify your target audience
- Select the right game mechanics
- Create a balance between competition and collaboration
- Test and refine your gamification approach
Following these best practices will help you ensure that your gamification implementation is successful. By defining your goals and objectives upfront, you can ensure that your selected game mechanics are aligned with them. Identifying your target audience is also important, as this will help you choose game mechanics that are most likely to engage them. Creating a balance between competition and collaboration will help keep players engaged while testing and refining your approach will help you further optimize your gamification implementation.

Brands that Use Gamification in Marketing

Starbucks – Starbucks Rewards
1. Starbucks’s “Starbucks Rewards”
2. M&M’s “Eye-Spy Pretzel”
3. KFC’s “Shrimp Attack”
4. Hilton’s “Honors guest loyalty program”
5. Sephora’s “Beauty Insider” loyalty program
Conclusion

Gamification is a hot topic in the world of marketing, and for a good reason. By understanding how to use it correctly, you can tap into your customer’s psychology and drive more sales with fewer efforts. Moreover, gamification is the new trend and both big and small brands are using it effectively to gain amazing results.

Thus, in today’s time, marketing gamification is an effective technique that helps in improving customer engagement leading to a higher success rate.

FAQs

How does gamification help marketing?

Gamification improves engagement that ultimately leads to a higher conversion rate. It does not feel like traditional marketing, thus people are more likely to respond more.

Is gamification a marketing tool?

Gamification is an important tool in a marketing strategy as the end-user gets to enjoy the benefits of his/her activity.

Does Starbucks use gamification?

Starbucks uses gamification for marketing in the form of ‘My Starbucks Rewards’ to increase engagement and retention of customers.

What prominent companies use gamification techniques?
- Google
- Microsoft
- Bluewolf
- Cisco
- Starbucks
May 10, 2022
WhatsApp Marketing: The New Way to Reach Your Customers

This article is contributed by Sumit Gupta, Founder – Whizard API (Whatsapp Business Solutions).

The meager mention of social media marketing rings the bell of the names of our preferred apps. However, in this era of instant messaging, what often goes unnoticed is that WhatsApp can be an equally beneficial marketing platform. As per Statista, with a global monthly user base of 2 billion, WhatsApp is one of the most popular instant messaging apps outranking Facebook, Instagram, and WeChat. This is one of the major reasons why WhatsApp marketing is gradually gaining prominence amongst businesses as an innovative route to reach their customers!

WhatsApp Marketing: The new fad

Customers across age groups prefer chatting over voice calls especially for connecting with businesses and their query resolution. According to a joint study conducted by Nielsen with a leading conversation media marketing platform, young Indian customers specifically prefer chatting over audio and video calling. Half of the respondents (50%) surveyed shared that chatting over messaging apps is easy and fun to communicate. As per Outgrow’s survey, 69% of consumers at the global level prefer chatbots because they provide quick and simple responses to their queries. 56% of users prefer chatbots for query resolution rather than calling customer support.

As per industry estimates, the engagement rate of WhatsApp is over 70% and an open rate of approximately 97-99%. These stats are indicative of the fact that WhatsApp is the most widely used and preferred messaging platform amongst customers. They trust brands with chat apps and chatbots all the more and would be inclined towards purchasing from the brands that reach them via chats. Businesses are thus considering WhatsApp Marketing via the assistance of WhatsApp chatbots as the new-age marketing strategy for promoting their offerings as well as for seamless and effective communication with their customer base.

Benefits of WhatsApp Marketing for businesses

Tapping customers across geographies

Whatsapp Marketing for Tapping Customers Across Geographies

The concept of WhatsApp Marketing works with a chat marketing principle and a customer-centric strategy. It helps businesses to scale their venture and have a robust digital presence thereby empowering them to connect seamlessly with their customers spread across urban as well as rural areas. To ensure this, they are adopting multilingual WhatsApp chatbots that enable ease of communication and allow businesses to reach linguistically and culturally diverse target audiences effectively.

Customer-centric approach

For businesses, ‘the customer is the king’. WhatsApp Marketing works with a customer-centric approach and helps businesses take decisions and operate keeping their preferences, demands, and behaviors into consideration. Contrary to the notion that WhatsApp Marketing is intrusive, it is in fact one of the best permission-based marketing channels where customers possess the power to share the contact number or refuse the offer!

Personalized experiences

The messaging app provides a plethora of opportunities for the personalization of messaging experiences. The WhatsApp chatbots offer personalized experiences to the customers by capturing data and offering smooth automated conversations. This ensures that the customers are satisfied, happy and engaged. This also allows businesses to expand their customer reach and enjoy a competitive edge in the market.

Fostering valuable relationships with customers

Leveraging the power of WhatsApp chatbots, WhatsApp Marketing helps build deeper connections with the customer base. The valuable connections with the customers eventually help reduce operational costs for businesses since customer retention is perceived to be financially feasible as compared to acquisition.

A diverse set of features

The app comes with a diverse set of features. WhatsApp broadcast and group allowing businesses to share a variety of content including brochures, catalogs, and videos to 256 people at once, status sharing along with audio and video calling; all of these features can be leveraged to reach out to the existing customer base as well as tap the potential customers. WhatsApp Business API’s integration with chatbots is also being used for facilitating effective customer interaction with their automation, speech recognition, and image recognition features.

The bots manage multiple customer queries in real-time and allow live interaction experiences to the customers helping in instant resolution of their queries. They allow seamless online payments as well by facilitating integrations with third-party payment gateways.

The transition from notification-based to conversation-based model

WhatsApp will soon be transitioning from a notification-based model to a conversation-based pricing model and will also be introducing new features. These innovations will further help in fostering meaningful conversations between businesses and customers.

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Conclusion

On the whole, it would be appropriate to say that WhatsApp Marketing allows businesses to offer superior customer experiences. This further paves the way for customer satisfaction and loyalty. Once the customers are engaged and happy, they tend to stick around for long. This customer satisfaction and retention eventually carve the path for greater conversions and boosted sales.

Businesses, in order to have a competitive edge, need to adopt new-age marketing strategies. WhatsApp is popular amongst the customers and is preferred for communication with brands and query resolution. With the right tools in place, the marketing capabilities of the most popular instant messaging app can be enhanced significantly. Due to the growing prominence of the messaging app, WhatsApp Marketing is thus emerging to be the ideal solution for businesses to connect and engage with their customers!

March 21, 2022
Tips to Increase Customer Engagement for SaaS Startups
Engaging Customers and adding value to their satisfaction level brings positive business outcomes. When customers are happy with the products and services they receive, they are more likely to be loyal to the brand.

In the SasS Startup ecosystem, where companies of different shapes and sizes are the customers, increasing Customer Engagement and building good relationships with the customer base to foster brand loyalty and awareness becomes the necessity for the business’s survival.

Here are the ideas shared by SaaS Entrepreneurs on increasing customer engagement for SaaS Startups.

Shayak Mazumder, Co-founder, Eunimart

SaaS startups, unlike other apps, have only their core product as their asset. In Ola, cars are their primary asset. In Oyo, it’s hotels and a number of rooms. In Eunimart, it’s our product. As such, thinking through the following is key to increasing customer engagement.
- The user personas on the platform need to be defined in detail. We have to build for very specific people, and not everyone.
- The user journeys need to be defined in detail. Other apps need not have opinions about how people will journey through their app. But, SaaS startups must know the user journey and make it easier at every step for the user to achieve success.
- In-app messaging customized to each user and their usage patterns is extremely important.
- Creating a community-based engagement for users to find more value is the last step.
All of the above require the platform to collect data about every step of the user’s journey.

Robin Das, CEO, Brandintelle

Robin Das – CEO of Brandintelle

Here are certain things you could do to increase customer engagement-
- It’s very important to build a relationship between the Founder & the customer. This could be F2F, via email or even via e-meetings. This might not be scalable but has a really large impact when it comes to building customer loyalty and increasing their engagement.
- Enable your product with tools to help the customer explore all the features in your product. This could be via tooltips, tours, checklists etc.
- Product updates & blogs are a great way for your customer to know what is going on in the product.
Pramod Gummaraj, CEO, Aprecomm

Be flexible & innovative not just with the product offerings but also with the Pricing. Each market has its unique challenges in terms of affordability when comes to adapting to new technologies. It is important to understand these challenges and come up with a portfolio of modular product options that can cater to requirements based on Geographies and market sensitivity.

Penetration and Upsell strategies are especially important to get customer engagement. At Aprecomm we also educate customers about SAAS (Software as a Service) model and how it makes a difference (simplified deployments, easy manageability, elastic, etc.) compared to legacy deployments.

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Arjun Gupta, Founder, Courseplay

As a B2B SaaS Startup, I would define customer engagement as the adoption of end users on our platform. To increase customer engagement we look at 3 core attributes (AND) at Courseplay:

Awareness: Do people even know your product exists and what it’s for? Spend time to invite users to use the product, communicate the value proposition visually and make sure they have heard what you have to say. Communicate the “What’s In It For Me” story loud and clear.

Navigation: Do they know what to do and where to go once they are online? Make it intuitively clear where users have to click and avoid having to explain it in a manual.

Delight: Deliver a surprise or a wow factor to hook users and keep them coming back for long term engagement. Only after you have mastered the first two points, invest in beautiful layouts, quicky messages and smooth animations to make your users fall in love.

Shreyan Gandhi – Director and Co-founder, Comket Solutions

Shreyan Gandhi – Director and Co-founder, Comket Solutions

The concept behind customer engagement is self explanatory, you have to provide the consumer with something to engage with! If your service has multiple options for active user engagement your outcome will always result in higher engagement. With tap1ce we’ve provided a reward system that enables our users to earn points based on their usage. They can redeem these points to avail discounts on our Tap1ce store as well as use the points to renew their subscription for the following year.

Sarvagya Mishra – Co-founder & Director, SuperBot (PinnacleWorks)

Sarvagya Mishra – Co-founder & Director, SuperBot (PinnacleWorks)

The use of the latest technology is something that is required for all SaaS startups to increase their customer engagement. Staying in touch with the customers is very important, and products like SuperBot suffice this need by allowing businesses to pay automated reminder calls, new offers, feedback collection calls, etc. If a solution is increasing your productivity, then it is not just an expenditure but an investment.
March 10, 2022
Case Study on FirstCry – How it Identified an Untapped Opportunity
While shopping for a child, one needs to be much more careful than shopping for an adult. The products have to be good and hygienic enough to be used by a kid after all every parent desires to provide their kids with the best things in the world. Extra precautions are taken whenever there is a child involved, the same goes with shopping, doesn’t matter, if you are doing it offline or online.

The E-commerce business in India has been thriving for over a decade. Now a day’s most of the shopping is done online, especially after the pandemic, people started indulging themselves in doing most of their business online.

Amongst hundreds of online shopping sites, Flipkart, Amazon, Myntra are some that are well known in this industry. Apart from all these, we also have different E-commerce sites that specially deal with the products of babies, kids, and mothers. One will find anything that a child and their parents can need in for them in here.

One of them is FirstCry, this offline and online store is said to be the largest store in Asia containing newborn babies and kids products. In this article, we will talk about the brand FirstCry and everything about it. So, let’s dive in.

“Ecommerce isn’t the cherry on the cake, it’s the new cake” – Jean Paul Ago

History and Journey of FirstCry
Brands and Products of FirstCry
Business Model and Revenue Model of FirstCry
Goals, Challenges, Solution, and Competitors of Firstcry
FAQ

History and Journey of FirstCry

FirstCry was founded in the year 2010, on the month of September by Amitava Saha, Sanket Hattimattur, Prashant Jadav, and Supam Maheshwari. The main goal of the startup was to provide the best brands of baby care products to babies and their parents.

Any and every type of kids’ products can be found here, diapering, nursery products, apparel, toys, skincare, healthcare, and so many other things. Over 200k products can be found in FirstCry both from Indian and International brands.

FirstCry started its journey at a time when baby care products were not available to buy online. At that time, there was a big need for an online platform that will provide products for kids, so the founders sees an opportunity in this and launched FirstCry, the first online platform that is solely dedicated to kids.

Two subsidiaries Babyhug and Cutewalk are under FirstCry as well, a clothing label and a footwear label respectively. The headquarters of FirstCry is located in Pune, Maharashtra, India, and the company has more than 380 stores all over India. In 2019, FirstCry launched its first official outlet in Srinagar. It has more than 150 franchises in over 100 cities in India now.

Firstcry Store

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Brands and Products of FirstCry

As mentioned before any and every kind of babies and kids products are available in FirstCry. Some of them are:

Food Products by Firstcry
- Chocolates
- Candies
- Sweets
- Breakfast and Cereals
- Snacks
- Jams, Spreads, and Ketchup
- Milk powder containers
Diapering and Baby Care Products by Firstcry
- Diapers
- Baby Wipes
- Diaper Bags
- Diaper Changing Maps
- Bed Protectors
- Potty Chairs and Seats
- Baby lotion
- Baby Shampoo
Apart from all these clothes, fashion accessories, footwear and toys are also available here.

Business Model and Revenue Model of FirstCry

FirstCry followed the Online-to-offline (O2O) business strategy which means it opened physical stores to attract its online customers to shop from their offline outlet as well.

FirstCry took an initiative and tied up with different hospitals all across the country; where whenever a baby gets delivered the parents receive ‘FirstCry Box’ as a way of saying Congratulations. Through this initiative, FirstCry was able to promote the brand in front of millions of new parents. The conversion rate was extremely high through this.

Supam Maheswari with Firstcry Gift Box

After adopting the hybrid business model, it is focusing on expanding the offline stores. They are also making money through products from BabyHug and Cutewalk.

Currently, the revenue of FirstCry is INR 897 Crores, and with its value of $1.9 Billion, it has added its name to the list of Unicorns in India. As of 2021 FirstCry has over 2000 employees working for it.

Goals, Challenges, Solution, and Competitors of Firstcry

The growth of a company is necessary and it can only be done when they fulfil all their goals and overcome all the challenges.

Goals of FirstCry

There are some aims that are the prime focus of FirstCry and they are:
- The first goal is to increase the number of orders placed for the products.
- Pursue the customers so that they can repeat their purchases.
- To increase the average order value.
- To increase customer engagement.
Challenges of FirstCry
- The unorganized market is quite a problem.
- Understanding the wants and behaviour of the parents is a hurdle here.
Solutions

To solve the challenges they have taken some steps and they are:
- To understand the behaviours of the parents, a feature called Funnel analysis is being used.
- Based on the purchase history and the behaviour of the users, products are recommended to them.
Competitors of Firstcry
- Pampers
- Johnsons
- Huggies
- Himalaya Baby Products
- Chicco Baby Products
- MamaEarth Baby Products
- Mamy Poko
- Libero
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Conclusion

FirstCry learned the necessary techniques including user engagement pretty well, which lead to fulfilling their goals of repeated purchase and the increase in average order value. FirstCry now has experienced 10 million downloads on the Google Play store.

Being an E-commerce site specializing in baby products is actually a huge responsibility, especially when you are the first one to do that in the country. FirstCry does whatever they can to keep up with the name of being Asia’s biggest store that provides every kind of baby care product.

FAQ

Who is the owner of FirstCry?

FirstCry was founded by Supam Maheshwari and Amitava Saha.

Is FirstCry an Indian company?

FirstCry is an Indian online store for baby products. It was launched in the year 2010.

Is Babyhug owned by FirstCry?

Babyhug is an in-house brand of FirstCry.
February 2, 2022
Brand Mantras and Principles of Brand Management for Making a Successful Brand
A successful firm isn’t built by luck or by how much money you invest into it; instead, it’s the result of a series of activities made to grow a brand, which is guided and reinforced through time by a set of skills and choices. Building a brand is essential for every firm that wants to succeed, but sustaining it is even more critical and complex. It ensures that it remains relevant as customer behaviour evolves.

When marketing a product or service to a significant number of people, it’s better first to link them all to a common platform and then explain what’s available to each of them. The objective should be to create a compelling conversation that allows you to shift views, analyse expectations, and clarify the subject.

Brand Mantra
Principles of Brand Management
Conclusion
FAQs

What is Brand Management?

Brand Mantra

A brand mantra is a brief expression that captures the essence of what a brand stands for or the image a company would like to convey. A brand mantra is usually two to three words long. Although the message’s wording might vary, the tone is the most significant factor. A statement describes a brand with a sequence of adjectives and may or may not include the brand name.

A brand mantra communicates emotional and intangible connotations that attempt to generate a connection between a customer and a brand, which might shape the brand’s overall sentiment. The tagline of a company is frequently its brand essence statement, and as such, it is critical to brand identification.

The language used in a brand mantra represents the company and its goods and differs significantly from one to the next.

A brand slogan should be chosen based on the consistent experience and the emotional response it elicits in its clients. It hopes to pique the curiosity of new customers drawn to such attributes and promote brand loyalty among existing customers through this consistency and emotional reaction. For rebranding initiatives, marketers frequently devote a significant amount of work to developing a new brand motto statement.

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Principles of Brand Management

Brand principles are all about capturing your product or service’s target market and instilling confidence in current and potential customers.

A solid brand management strategy aids in the development of a corporate image, and the brand manager is responsible for overseeing the brand’s overall success.

Brand management encompasses both the intangible and tangible aspects of a brand on a larger scale. The tangibles for product brands include the item itself, packaging, pricing, and so forth.

When it comes to services, tangibles include the client experience, while intangibles involve the emotional connection.

Credibility

It all starts with sincerity, the primary goal, personality, and worth. Every brand is built on the foundation of trust. It refers to the perception that a brand’s product information is accurate and fair. Credible brands are perceived as having the capacity and desire to deliver on their promises by consumers.

It is a never-ending and ongoing process. Product positioning, customer experience, value-added services, and customer relationships with the brand are intangible components of brand management that contribute to credibility.

Concentrate on your most vital skills and then communicate them consistently. There have been multiple cases when firms have bought other brands only to subsequently sell them off because the purchases did not fit within the parent company’s brand architecture.

Be Consistent

When it comes to distinguishing your message, consistency is always the key. For whatever you do, own up to your position on all reference points.

The degree of harmony and convergence among the marketing mix parts is consistent. It also refers to the consistency of marketing mix techniques across time. Companies must develop and maintain brand consistency in design, communication, and delivery.

The pattern of expression that influences what others perceive about a brand is brand consistency. The branding will be more consistent if the messaging is consistent. It doesn’t matter through design, language, or viewpoint.

Connect with People

A brand is more than simply a name, a logo, a website, or a billboard. This is just a set of tools, not a brand. A brand is a much more significant concept, the desired notion embodied in products, services, locations, people, and experiences.

Try selling something that meets not just people’s physical but also their emotional wants, and they’ll begin to associate with your brand over time.

On a fundamental human level, meaningful connections are formed when a brand forges a link between what it does and what people are looking for. Brand appeal, distinctiveness, and loyalty are enhanced through meaningful connections that flow deep inside the business and extend deep into people’s hearts and minds.

Established brands aspire to function higher than emotive and meaningful brands. They behave, interact, and react so that each moment becomes emotionally significant.

Communication is the Key

Brand Communication

Brand Communication is a significant aspect and instrument of brand management or marketing, which firms use to persuade, convince, and enlighten customers about their brand and its values.

The brand will communicate its strengths, values, basics, and product and service offering by championing the art of brand communication. If you master the art of contact, your company and brand will attract a vast portion of the community to communicate with them.

Build a Community

People are inextricably linked to the image of some companies. Others may not agree, but you must have individuals who understand and support the brand’s mission and values. A brand community is a specialised, non-geographically bound community formed by an organised system of social relationships among a brand’s fans. Customer loyalty, engagement, and relationships are all enhanced through brand communities. It provides marketers with glowing suggestions as well as fresh marketing concepts.

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Conclusion

The most crucial aspect of brand management is maintaining the image of your product or service. A good brand management plan can give your product or service more purpose and clarity, allowing you to focus on making, developing, and selling something that people care about. As a result, your brand will become distinct and recognisable in its own right, earning a reputation in the marketplace. But then comes the most challenging part: maintaining the brand’s value in the future.

FAQs

What is Brand Management?

Brand management is a function of marketing to build the identity of the brand.

What are the principles of Brand Management?

The five principles of brand management are:
- Credibility
- Be Consistent
- Connect with People
- Communication is the Key
- Build a Community
What is brand mantra in brand management?

A brand mantra is a brief expression that captures the essence of what a brand stands for or the image a company would like to convey.
December 17, 2021
How To Reduce Customer Friction in Your Startup?

Customer friction is caused when the customers feel hesitant to buy goods or services or are unhappy with your company. Friction is something that slows down the customers or they lose interest in your products and services. Friction arises because of numerous flaws in the product or design or delivery. This will lead to poor customer service. ‌‌

An example of customer friction is that when you are a software company and the app developed by you is in trouble. The company’s website has chat-bots which instantly gives solution for the problems faced by the customers. A chatbot is a solution for customer friction which otherwise need the customers to make a call to the customer care who does not respond quickly. ‌‌

According to the survey, 84% of customers say the experience a company provides is as important as its products and services. ‌‌

Friction can be reduced when you make the business as easy as possible for the customers. This is when you will increase the customers and retain the existing customers.‌‌‌‌

How to reduce customer friction?
Conclusion
FAQs

How to Make Customers Loyal?

How to reduce customer friction?

Understand the customers’ need

In the business, As a first step, understanding customer’s problem is important. Know who your buyer is and what they are looking for. When you identify the customer’s needs and understand what they are expecting from you, then you will reduce the customer friction and make their experiences will be more pleasing.

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Happy employees create happy customers

A business is successful when they have happy employees. It is the responsibility of a business to prepare their employees well so that they can clearly explain and brief it to the customers. This type of clear human interaction will reduce frictions. The employees will also know the skill to satisfy the customers with theirs needs. When the employees are made comfortable they in turn help in increase the business by understanding the customer’s needs. When the employees are happy, the customers are also happy. ‌‌

Improve customer Interaction

Improving Customer Interaction

Lack of customer interaction is the major cause of customer friction. If you want your customers to invest more in your company or brand, then it is important to improve your company’s website, train your employees well as they represent your company’s pride and create informative posters. Whether it is online or offline, provide a helpful platform for your customers to directly interact with your products or services.‌‌

Maintain quality design

It is important to have a well-oriented and clutter-free website or an interface that will allow customers to show more interest in your company or brand. When you have a clear web design that equalizes the market standards, half of the friction is reduced. When a company provides many useful ways to stay connected with your product like pamphlets well-informed websites, et cetera this will ease the customer friction and increase your business. ‌‌

Use persuasive content

The content must be clear and to the point, where it is a website or social media or blog. Proper content will answer many of the questions of customers and they show more interest in your brand or product. There must be a clear call to action that will lead the customers to additional information or the opportunity to buy your products. ‌‌

Answer the questions before they ask

Having good communication with the customers is the best way to serve your customers well. Communication means having real-time notifications about the purchases, shipping and follow-ups to make sure that your customers are satisfied with your products or services. Also, place a FAQ section on your website which will help the customers to know more about your company and its products. ‌‌

Taking the feedback

When people buy your products, ask them for their valuable feedback. Feedback also give insights into the customer’s satisfaction. You can improve your weak points and serve your customers with the best quality of products. You can also make customers interview to understand their pain points and try to fill those gaps. In this way, you can remove the customer friction completely and focus on building your brand/company.

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Follow-up with the regular customers

Regular customers are the best source to know about the hindrances created by any of your products/services. On this basis, you can improve the defective areas and reduce customer friction. If you follow up with these customers they will identify the changes exactly and also help to boost the word of mouth marketing.

Conclusion

Customer friction lowers your brand and also affects your business. Following the above strategies will help your company to have happier and loyal customers. When a company or business reduces the frictions, it will decrease your unnecessary investments in other things, increase the purchasing base for your customers.

The digital world has eliminated the global barrier, thus it is important to make your process and information as simple as possible to reach out to a more customer base. Simplifying the content and website is very important as research says that- “78% of customers cancelled their orders/purchases because they were not happy with the company’s services”. So invest in good website design, train your employees well, attract more customers by reducing customer friction as ‘word of mouth marketing is still a KING’.

FAQs

What are the other frictions that reduce your customer base?

The friction varies from business to business. Some of the common customer frictions are poor website quality, poor customer service, limited business hours, negative reviews, improper content and many more.

What is the difference between customer friction and poor customer service?

Customer friction is caused by flaws in the product or its process. This will reduce the customer base. Whereas poor customer service is a service that does not meet the customer’s needs. An increase in customer friction leads to poor customer service.

How to improve customer satisfaction?

There is a number of ways to track your customer needs and serve better. Few are taking feedback, conducting customer interviews, create customer journey maps etc.

‌‌

September 16, 2021
Juphy: A Sophisticated Customer Support Tool For Your Business
Every business owner and entrepreneur understands the importance of customer satisfaction. Happy customers can either make a company or break one if their demands are not met.

This is why much of a company’s resources are dedicated to customer support. Satisfied customers are key to the smooth running of any business. However, in order to satisfy your customers, you first need to communicate with them.

Assuming you have an online presence on multiple platforms, how much time do you think your team has to spend logging in and out of social networks to respond to different customers?

Not only is switching channels a pain for your team, but you might also miss out on important comments and messages that will in turn damage your customer support.

However, there is good news. Juphy to the rescue!

What is Juphy?
Juphy – Features
Juphy – Pricing
Juphy – FAQ’s
Conclusion

What is Juphy?

Juphy is a tool that allows companies to manage their customer support and engagement services on social media from one inbox. To put it simply, Juphy enables users and companies to simplify the customer service experience and saves time for support teams.

It also allows users to manage and respond to all social conversations in a unified inbox.

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Juphy – Features

Single Inbox

Juphy has a single unified inbox where users can respond to their audience’s queries and comments. If you are an agency you can also create different workspaces for multiple brands and manage all their social channels in one platform.

You will be able to quickly respond to comments, direct messages, reviews, emails, and mentions from one dashboard with a single click.

Team Collaboration

Having multiple support team members log in and out of platforms makes it a messy task to manage. Juphy makes this process simpler by making teams work together without having to juggle between platforms.

Add team members to Juphy to collaborate on customer tickets and engagements in real-time. Provide faster and better service to your customers without missing a message.

If your company is outsourcing support, you can even gather, call-center, agency, and remote teams in one place.

Juphy’s Team Collaboration Dashboard

Organized Inbox

Organizing messages in a way that you can respond to them as soon as possible is key to good customer support. Use the auto-tagging feature to set rules to automatically classify incoming messages based on keywords and act on specific customer interactions.

You can also search for specific customers or topics to quickly find a message across multiple social platforms.

Easy communication

Good communication is the only way to a customer’s heart and wallet. Juphy makes it easy to communicate with customers by allowing you to respond to ticket requests and social messages directly from the dashboard.

You can also communicate with your team members directly on the platform making it faster and easiest to solve customer inquiries.

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Juphy’s Insights

Juphy’s detailed reports help users manage their entire customer support workflow. It allows users to view stats like number of tickets, messages sent, resolved and average first response time to get a better idea of how your customer support team functions.

Juphy – Insights dashboard

These reports make it easier to see where there are opportunities to improve things like productivity and response time to achieve ultimate customer satisfaction.

Juphy – Pricing

Plans and features
- Lifetime access to Juphy Business plan
- All future Business Plan updates
- Stack up to 15 codes
- GDPR compliant
- Unlimited history
- Collaboration
Single/ Lifetime – $59
- All features above included
- 15 channels
- 5 users
- Access to all core features
Double/ Lifetime – $118
- All features above included
- 30 channels
- 10 users
- Access to all core features
Multiple/ Lifetime – $177
- All features above included
- 45 channels
- 15 users
- Access to all core features
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Juphy – FAQ’s

Where do you backup your data?

All data is securely stored in the Netherlands. The web-server providers are DigitalOcean Inc. and MongoDB, Inc.

Do you support IMAP / POP3 accounts?

Custom email integrations are number one priority in the public roadmap. A development team is currently working on it and are planning to launch within the next 2 months.

Do you have a Slack integration?

Yes, Slack integration is available for notification purposes. You can be notified of your new messages on Juphy through Slack.

Do you support Instagram DM’s?

Facebook recently released their closed-beta for Instagram Direct messages. Already contacted Facebook and we are going to implement it as soon as they allow to do so.

Do you have a white-label feature for agencies?

It’s one of the top priorities in the product roadmap

How can I change my workspace name?

1) Click on your workspace from the top left

2) Click “Teams”

3) Click on the new workspace name in the middle screen and change it accordingly

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Conclusion

With Juphy, you don’t need to fumble between browser tabs, remember passwords or input captchas just to respond to a customer. You can simply consolidate all your support requests and queries in one time-saving, cross platform social inox that takes team collaboration a piece of cake.

Eliminate engaging with customers through multiple platforms. Save yourself and your members time and effort by signing up for Juphy.
April 11, 2021