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 back1. 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.