'By tying the web store’s customer service efforts closer to retention, we help merchants turn their customer service into a profit center,' says Patrick Speijers, CEO at ROBIN.
Arnhem, The Netherlands (PRWEB) May 22, 2014
More than 80% of customers only buy from an e-commerce store once, and poor customer service is the number one reason they don’t come back. Suffice to say, this is why great customer service and better retention go hand-in-hand.
Today, ROBIN, the all-in-one customer support app for web stores, and RetentionGrid, the automated customer retention startup, are pleased to announce a partnership that makes it easier for web stores to focus their customer service efforts on better retention.
RetentionGrid's customer lifecycle segmentation uses color-coding to categorize each stage of the lifecycle based on purchase recency and frequency. ROBIN has adapted this ‘Visual Retention Language’ and labels every incoming support conversation with a phase of the customer lifecycle, enabling the support team to make more insightful decisions, which will both increase customer retention and strengthen loyalty.
ROBIN and RetentionGrid know that with each customer conversation there comes a number of new opportunities - beyond just the initial sale. There’s the chance to satisfy and please the customer, up-sell or cross-sell, and most importantly: gain insight into (and predict future) shopping behavior.
“Web stores often see customer service as a cost center. This is a misconception. Great service improves loyalty by reducing the amount of effort it takes for a customer to get their problem solved. By tying the web store’s customer service efforts closer to retention, we help merchants turn their customer service into a profit center,” says Patrick Speijers, CEO at ROBIN.
"We’re seeing the majority of e-commerce businesses place too much emphasis and budget on new customer acquisition and not nearly enough focus on customer retention,” explains RetentionGrid CEO Kevin Dykes. “With the downward pressure on margins and rising cost of acquiring new customers, this is a recipe for disaster.”
The ROBIN and RetentionGrid integration is currently available for Shopify store owners. ROBIN and RetentionGrid’s integrated solution will be officially launching on June 18th at an exclusive event for eCommerce Experts, hosted by Shopify in their Toronto offices, Canada.
Shopify merchants looking to be among the first to experience the RetentionGrid integration can do so by signing up for ROBIN, and opting in to the beta at RobinHQ.com.
The customer support app with everything you do need and nothing you don’t.
ROBIN gives online stores the simplest, smartest route to great customer service. We streamline all customer questions from email, live chat, web form and phone into one central dashboard. We add the customer’s order, billing and shipping info, lifetime value, conversation history - and other contextual data - right next to the customer’s question.
ROBIN doesn’t bother users with complicated business rules. Instead, we automagically route support questions to the right team member — based on whoever is best suited to answer that specific question. When they get it, ROBIN then automatically suggests answers that get smarter every time.
ROBIN offers advance e-commerce integrations for Shopify, Bigcommerce (June ’14), Magento, SEOshop and also has an API so that web store owners on different e-commerce platforms can build the integration themselves. ROBIN users can add as many Shopify stores to the ROBIN dashboard as they want. And of course, all it takes is one click to install.
ROBIN is a Dutch software company, founded in 2011. In 2012, we reached the finals of The Next Web Startup Rally during TNW Conference Amsterdam. In 2013, we received an Innovation Award from the Dutch association for online stores, Thuiswinkel.org.