Best tool for improving customer experience?
I feel like there's an utter lack of tools to help you improve customer experience and actually manage relationships.
There's plenty that help you with your sales pipeline, be it CRMs (pipedrive, hubspot) ESPs (ConvertKit, Drip), chat widgets (Drift) etc.
However, NOTHING that focuses on managing relationships after the sale?
Why not?
The closest would be customer support apps but those are totally reactionary and designed for you to wait until something has gone wrong / customers are asking for help - is there anything designed for proactively creating customer success / a better user experience?
@robert_williamsI think Intercom does something you described https://productsurch.com/search?query=customer experience
I've only ever used Intercom as a 3rd-party but I absolutely hate getting support through it.
Everything moves at a snail like pace, one line at a time. A quick question that should take a few minutes to answer ends up taking days when the support rep asks me 25 clarifying questions instead of just covering the basics and sending me on my way (like a normal support email would.)
If you are referring to customer success apps, there are quite a few - https://mopinion.com/customer-success-software-an-overview/.
Regarding creating better user experience and guiding customer towards success, that is too big an area for any platform and becomes very business specific.
What can't you do with Drip?
I think Drip covers this, but maybe I'm missing something?
have you used drip for this?
One of my clients used drip. It worked really well for them in their workflow.
We have it on the roadmap for one of my current clients.
(Both are ecommerce, though, if that makes a difference).
what did drip empower them to do with their customers?
I have only used drip from a software business perspective and it has powerful automations but didn't really help build relationships for me
It worked really well for segmenting customers and personalizing offers.
In general, we would try to move people from one time purchase to repeat customers, and from repeat customers to evangelists. This was much more effective than putting that money towards new customer acquisition.
One example:
We emailed all one-time purchasers directly (this is a useful activity for all ecommerce companies, and one of the easiest ways to increase your revenues but also develop longer term relationships.. really a great idea all around).
Usually we would send a discount code with that first email, but in this case we just sent an email asking them about their purchase and how they felt about the brand, etc. No sales aspect at all. Not optimized, just a personal email about their experience.
From there, we created several funnels depending on their responses. Each response to the customer was further personalized, but followed a standard pattern based on the funnel.
In the end, we would send a personalized discount code for a few products (based on their past shopping), along with a general discount code for all products (i.e. 30% off select products specifically chosen for them, or 15% off any one item in the store).
"I chose these to go along with your {previously bought item}"
-- did extremely well. We also got a lot of useful feedback from the actions people took with those codes on specific items.
This did way better than our standard single email w/ discount code template (which is still definitely always worth doing).
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We would send emails to customers based on their shopping habits. So if someone was buying stuff from us on Thursdays, we would send emails to them on Wednesdays/Thursdays.
If someone was shopping with us on Black Friday last year, we could send them a personal Black Friday code a week ahead of time for "early access".
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When someone would purchase the same item again, we would send them a discount/referral code to share with their friends.
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There were a few other small things like this that we did that in combination really boosted sales + repeat purchases.
It was definitely a worthwhile investment, and I think long term would just continue to grow.